FAQ's

Where does Pet Pouch deliver to?

* Pet Pouch delivers to anywhere in Australia and internationally.

How does my parcel arrive?

* We use a courier service and Australia Post depending on your delivery address.  If postage is paid for, a tracking number will be sent to you once shipment is complete to see how close order is from your home.

When will my Pet Pouch order be shipped?

* Once your payment has been received and cleared, your order will be shipped to you within 2-5 business days.   In the event that this is not the case, we will notify you of any delays immediately.

* Delivery times are 3-10 days depending on your location.

Will I be able to track my order?

* Absolutely, you will be sent a tracking number once your order has been shipped if tracking is applicable.

Are there any hidden costs?

* At Pet Pouch there are no hidden costs associated with our service.

I changed my mind and want to return my items.

* We will accept change of mind return for items purchased subject to the following conditions:

      1. Items must be returned in the original condition they were posted to you.

      2. Items must be returned within 14 days of receipt of your purchase with invoice included.

      If you meet these conditions

      * You are entitled to an exchange of your purchase to an equal or lesser value.  If your exchange is of a higher value, your receipt of this payment is required before the new item is shipped to you.

      * You are entitled to a refund excluding delivery charges and this will be credited to you by your original payment method.  

My Pet Pouch product arrived damaged or faulty

* We apologise for this inconvenience.  If your order arrives with a faulty item, please email us with photos and we will send you out a replacement product.

* If your Pet Pouch was damaged in transit, unfortunately we are unable to accept responsibility of any damage that occurred during shipping.  But please let us know so that we can contact the relevant company to ensure that it does not happen again.

I can't find the answer to my question

* Send us an email at hello@petpouch.com.au or via our Contact Us page and we will gladly answer it for you.