How long will it take to receive my order?

Typically, it takes 3-5 business days to receive your order. We’re doing our best to deliver it promptly for you.

How to track my order?

You can track your order on our Tracking Page. Simply enter your order number or tracking code.

I never got my order, what to do?

We're sorry for the delay! Shipping times can sometimes be affected by carrier delays, customs processing, or local delivery issues. We understand how frustrating this can be and want to help. Our customer support team will thoroughly investigate the issue. They'll get back to you within 1-2 business days with an update and the next steps.

What is your return policy?

Please check our return/refund/exchange policy here.

Can I exchange an item?

Yes, we accept exchanges within 14 days of delivery. The item must be unused and in original packaging. Please contact our support team (info@petsworthy.com.au) to arrange the exchange. Shipping costs may apply.

Pre-Order Policy

🐾 Pre-Order Policy

Because saving up to 40% should still feel worry-free.

At Petsworthy, pre-ordering is how we deliver high-quality essentials at the best possible prices — without cutting corners. Our experienced global sourcing team carefully selects and purchases products directly from manufacturers around the world, ensuring both quality and value for Australian pet owners.

By cutting out warehouses and local distributors, we eliminate unnecessary costs and pass the savings on to you — with discounts of up to 40% on selected products. This model also places higher demands on global logistics, so we kindly ask for your patience and understanding while your order makes its journey.

🚚 Delivery Timeframes

Metro Postcodes: Up to 15 business days
Regional & Remote Postcodes: 15–30 business days, depending on location and carrier network

💬 Want a personalised estimate? Reach out via Live Chat at the bottom of our homepage.

📦 Shipping Options (Mixed Orders)

If your order includes both in-stock and pre-order items, you have two choices at checkout:

1. Ship Together – FREE

We’ll hold your in-stock items and ship everything together once your pre-order items arrive. ✅ Pre-order shipping is free under this option.

2. Ship Separately

Prefer not to wait? We’ll ship your in-stock items immediately and pre-order items when they arrive.

Shipping for pre-order items is calculated independently.
If the pre-order subtotal meets our free shipping threshold (e.g. $59 for metro areas), it’s free.
If not, shipping fees apply.
⚠️ Some locations are not eligible for free shipping. Please refer to our Shipping Policy for region-specific details.

💳 Payment & Order Processing

Full payment is required at the time of purchase to confirm your order and secure your discount.
You can cancel or modify your pre-order within 24 hours by contacting us via email or Live Chat.

🔒 Pricing Guarantee

All pre-order prices are locked in at checkout. No hidden fees, no surprise changes. Pre-order discounts cannot be combined with other promotions or coupons.

🔁 Returns & Refunds

If your item arrives damaged or faulty, we’ll cover the return shipping and offer a full refund or exchange.
If you’ve simply changed your mind, you may return your item within 14 days of receipt (unused and in original packaging). Return shipping in this case is at your cost.

🏠 Address Changes

If your order hasn't shipped within Australia, we’re happy to help you update your address. Once in transit, we can no longer make changes.

🔔 Order Updates & Tracking

We’ll keep you informed at every key stage:

When your item ships from overseas
When it arrives in Australia
When it’s dispatched for final delivery

📦 Please note: Tracking is only available for the Australian leg of your delivery. International tracking is not currently supported.

🐾 Product Eligibility

Only items clearly marked “Pre-Order” or found in our Pre-Order collection are eligible. Pre-order items are generally not stocked locally — if you need something urgently, please consider in-stock items instead.