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Pet House Direct

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Delivery information

We only sell items which we have in stock, so you will never have to wait for your item (unless you specifically preorder something which is coming in). We despatch at 1:00pm every working day (i.e. Monday to Friday excluding public holidays), using a national courier service. So if you purchase your item at 10am in the morning or before 1:00pm in the afternoon it will be despatched the same day; if you purchase at 10pm in the evening it will be despatched on the next working day. (If you would prefer not to receive your delivery immediately you are also welcome to arrange despatch for a later date. Please send us an email or call us immediately after purchasing to let us know.) If you prefer to pay by cheque or EFT we will send out your order as soon as the payment clears.

Please be aware that many of our items are sent flat packed, both to save you money on the delivery cost and to protect the product itself. Simple assembly with a screwdriver may be required. Please contact us if you would like details of any particular product or for dimensions of the boxes.

COLLECTIONS

Purchases can be collected from our Brisbane warehouse at 21 Smith Street, Capalaba, QLD 4157 between 11am and 2pm Mon-Fri. Please note this is a warehouse, not a shop, so we do not have items on display and anything you wish to collect must be purchased online or by phone before coming in. Orders will be available for collection the morning after they are purchased - if you need your item quicker than this please call us to arrange it.

DELIVERY COSTS

We have tried to keep delivery costs down as much as we can, so delivery varies by item and postcode. We can also get better courier rates if you order more than one item. So to see what your order will cost to deliver, simply add it to your basket and use the quick and easy delivery calculator on our shopping cart page.


DELIVERY SERVICE

Please note that the delivery times given are those quoted by the courier companies, and while they are very reliable their service is outside our control and we cannot be held liable for any delays - further information regarding this can be found in our terms and conditions under Delivery. We regret that we can only deliver within Australia. All deliveries are made during working hours, Monday to Friday.

Please note also that for your security if payment is made by credit or debit card we can only deliver to the card billing address. Please contact us directly on 07 3056 0262 if you would like to have your item delivered to a different address.


DELIVERY DETAILS

You will receive an email notification to confirm that your order has been despatched from our warehouse and is on its way to you. If you have not received this email, please check your spam inbox. The email confirmation will advise of the courier details and tracking information so you can track the progress of your delivery online. If you do not receive your order within the estimated time frame, please contact the courier directly or let us know within 3 working days from the estimated delivery date if you require further assistance from us. All deliveries going to Brisbane metro post codes will be sent via Australia Post and can be sent to either a PO Box or physical address provided the size of the item ordered does not exceed Australia Post size restrictions. A physical address must be provided for all other deliveries and they will be sent via an alternative courier.


DELIVERY SURCHARGES

All delivery prices quoted are for delivery to mainland Australia or Tasmania - any deliveries to islands are likely to incur a surcharge. Similarly any deliveries that require using a barge or ferry service are also likely to incur a surcharge. Some remote areas are also not accessible all year round. If you may fall into one of these categories, please contact us and we will get you an individual quotation from the courier company.


DAMAGED OR INCORRECT GOODS

In the unlikely event that your purchase arrives damaged or you receive the incorrect goods, you must contact us in writing within 48 hours of receipt. We may also need a photo of the damage where relevant. Goods must be returned in their original packaging so please hold onto all packaging for a few days in case there is any need to return them. If your purchase should arrive with damaged packaging please check the contents for any missing/damaged items. We will of course replace anything that is missing or damaged, but we regret that we are not able to replace whole products if only the packaging is damaged.

For more information regarding any of the above delivery information, please go to our terms and conditions: Delivery.


RETURNS AND CANCELLATIONS

If for any reason you change your mind about your purchase, you may return any item unused, undamaged and fully marketable within 7 days of delivery and we will cancel your order. We cannot accept returns at our office address, so please contact us for details of the return address before sending anything back. Returned goods must be in their original packaging and must be in saleable condition. You can also cancel an order after it is despatched but before you receive it, in which case you will be responsible for all courier costs incurred in sending the order out and having it returned to us. For more information regarding our returns and cancellation policy please go to our terms and conditions: Returns and Cancellations.


INVOICE

Please note that once full payment for this invoice has been received by us, your purchase is subject to our terms and conditions specified on our website: go to Terms & Conditions or you can request a copy by emailing us at sales@pet-house.com.au.


DESPATCH NOTIFICATION

Please note that the timeframes quoted by our courier company are estimates only. As specified in our terms and conditions, Pet House Direct will not provide refunds or be held responsible for any delays in delivery unless more than 30 working days. Should you need further assistance in locating or tracking your delivery after you have contacted our courier service directly, our customer service team will be more than happy to help on 07 3056 0262.

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