How to return an item

Items purchased online can be returned in two (2) ways:

• In person at any one of our Petstock store locations. To find your nearest store, please use our store finder here
• Or, by posting the order to our Returns Warehouse.
  Please follow the below steps, should you wish to post your item back to us, 

Important note: Items can only be accepted if they have not been used/opened and are in original packaging.

To return an item:

1. Submit a  Returns Request Form
2. Once submitted, you will be given a ticket ID via email (your support ticket)
3. Our Customer Experience Team will assess and respond via your support ticket to advise if we require this item to be returned to our warehouse  *applicable to faulty and/or damaged items - a photo is required
4. Depending on the assessment by our Customer Experience Team - you will either be provided with a returns label or notified a courier has been booked for collection. 
5. If you are provided with a returns label, fill out your details on the slip you received with your order and include it in the return parcel
6. Return the item to the below address. Please include your name and CART ID on a piece of paper. 

Petstock Online Returns

258 Beach Road

Avalon VIC 3212

7. You will be notified by email once your return has been processed at our Returns Warehouse.

Timing:

Returning an item: If you are returning an item to Petstock, please allow up to 5 business days for the return to be delivered and processed at our warehouse, once this has been received by Australia Post. 

Refunding an item: Once your return has been received and approved by Petstock, please allow up to 10 business days for the refund to appear at your financial institution. 

Important note: Refunds are processed to the original method of payment used for the order.

For further assistance or if you have any questions regarding your return, please reach out to our friendly Customer Experience team.