Sales and Backorders Policy

Sales Policy

Stock levels are an automated system and may not always be 100% accurate. In the occurance that an order is placed with insufficient amount of stock, the contact details linked to that account will be used to advise the customer. These items will be added to the next order to the supplier and will turn into a 'Backorder'.

See below for backorders policy


Backorders Policy

When an item is placed as a Backorder, this means we are short supplied.

These items will be ordered from our wholesalers as the next order date. Once the items have been ordered it can take between 3 - 14 days to arrive, depending on the wholesaler's location and supply.

Orders to our suppliers are made every Monday. If the transaction is made on or after Monday, the items will be added to the following Monday's order.


Ordering multiples of the same item

We recommend contacting us before purchasing more than four of the same item to confirm how much stock we have on hand. If you make an order and Pet City cannot supply all of the items straight away, a Backorder will be generated. 


Exchanging for a Stocked Item

For items like food, toys and accessories we can offer to exchange for a similar stocked item. As long as the value is the same or of lesser value than the Backordered item.


If you change your mind/Do not wish to wait

Normal Refund Policy applies. 

The items on your Backorder have already been ordered (and purchased) by Pet City, resulting in us carrying stock that we normally don't.


Dicontinued Items

On the rare occasion, items may be discontinued from our supplier which might appear as available. If an order was made on a discontinued item that we are no longer able to receive, then the customer may be offered either a refund or alternative product.


Specialty Order Items

Some items we only receive when an order has been placed by a customer. An example of these are fish tanks, reptile vivariums or stands. These items will be ordered at the next closest order date. Normal Refund Policy applies.