Need Help? Take a look at these Frequently Asked Questions.


Why isn't a shipping option showing on my order?

Parcels over 25kg or longer than 1m cannot be shipped by our courier. This means large bird cages, scratching posts, aquariums, vivariums and cabinets cannot be freighted. If you can only see CLICK & COLLECT as a delivery option, that means the parcel cannot be shipped.

Thankfully, Pet City offers a delivery service for those in the Brisbane region. Learn more.


Why am I not receiving my VIP pricing?

At this stage, the VIP system is not automated. If you have just joined, please wait up to 24 hours so we can set-up your online account. If there is an issue with the pricing, please email or call us so we can fix it for you. 


Do you have Afterpay in-store?

Yes, we have Afterpay available in store. For transactions over $150 only. Bring your barcode in-store for a quick and easy checkout.


Afterpay is not showing as a payment option, why?

Our Afterpay payment option is for use with sales $50-$1000. 


How soon will my parcel be delivered once it's paid for?

For metro Brisbane and surrounds you should expect your order within 1-4 days. For interstate orders expect your parcel to be delivered within 10-14 days. 


How much is standard shipping?

You can have your shipping calculated via your cart or by using the 'Calculate Shipping' field on each product page.


Does my parcel need a signature for delivery?

Yes, by default your parcel requires a signature to be delivered. However, you may specify in the Delivery Instructions (upon checkout) if you wish to have your parcel left without one. If you choose Authority To Leave, we are not able to offer an additional tracking advice after the parcel id delivered. Please ensure you have a safe spot for your parcel to be left and specifiy this in the delivery instructions. Please note: insurance does not cover parcels with Authority to Leave


I want to cancel my order - what do I do?

Contact the Online Department via email or phone. If your order has already been dispatched, we would require the parcel back before we can refund you.


I have an enquiry about a product.

Please use Have A Question button on that item for an email enquiry. Alternatively, give us a call. Our friendly team are happy to answer all questions about caring for your pets and our product range.


Still need help? Please contact us.