About Petso
Petso is an Australian online pet supplies store offering high-quality products for cats, dogs, and other pets. We provide food, toys, grooming tools, accessories, and more to help pet owners give the best care to their furry friends.
Petso is based in Sydney, Australia, with warehouses in NSW and VIC to ensure fast nationwide delivery.
No, Petso operates mainly online, but we also have a physical store at Rhodes and offer warehouse pick-up options for selected orders.
Orders & Products
Simply browse our website, add items to your cart, and proceed to checkout. You’ll receive an order confirmation once your purchase is completed.
Yes, all Petso products are sourced from trusted suppliers and verified brands to ensure quality and safety for your pets.
If your order has not been processed or shipped yet, contact our support team as soon as possible to request changes.
🛒 Order Status & Tracking
You can easily check the status of your order using our convenient Order Tracking tool. Simply enter your tracking details at Track Your Parcel to view the latest updates.
If you need further assistance, feel free to contact our support team at email info@petso.com.au or call us at (02) 8593 5352.
You can find the estimated time of arrival (ETA) for your order by using our simple Order Tracking Tool.
For further assistance, feel free to contact our customer service team at 1300 755 158 or email us at info@petso.com.au.
If you're having trouble tracking your order, please ensure you are using the correct tracking number provided in your shipping confirmation email. You can enter your tracking details using our order using our simple Order Tracking Tool to view real-time updates.If the tracking link isn’t working or you didn’t receive a tracking number, please contact our customer service team at 1300 755 158 or email us at info@petso.com.au
We're sorry to hear that your package hasn't arrived even though the tracking status shows it was delivered Sometimes parcels may be left in a secure location, such as your mailbox, front door, or with building management.We recommend checking with household members, neighbours, or your local post office as well.If you're still unable to locate the package, please contact our customer service team at 1300 755 158 or email us at info@petso.com.au. We’ll liaise with the courier on your behalf and work quickly to resolve the issue or arrange a suitable solution
Please check the tracking details to confirm the delivery location displayed. If the address appears incorrect or unfamiliar, contact our customer service team immediately on 1300 755 158 or email info@petso.com.au with your order number.We’ll follow up with the courier on your behalf and work promptly to resolve the issue or arrange a suitable solution
We're sorry to hear that your EXPRESS delivery has not arrived as expected While we do our best to ensure express orders are prioritised, occasional courier delays can occur due to factors beyond our control. Please check the tracking link provided in your shipping confirmation for the latest updates.If the tracking information hasn't changed or you're concerned about the delay, please contact our customer service team at 1300 755 158 or email info@petso.com.au with your order number. We’ll follow up with the courier and get back to you as soon as possible
If your order is shipped in multiple parcels, each may arrive separately at different times. To view the most accurate estimated delivery dates for each parcel, use our Order Tracking
Tool: Track Your Parcel.For additional assistance, reach us at info@petso.com.au or call 1300 88 11 40.
📦 Order Issues (Wrong, Missing, Damaged Items ,Order Modification & Cancellation)
Yes — if you're located in the Sydney area, pickup may be available for selected items.
To check availability:
Please visit the product page on our website. Stock levels are updated in real time.
If pickup is available, you will see the “Pick Up” option during checkout.
Once your item is ready, you’ll receive a pickup notification email.
Please wait for this confirmation before coming to collect your order — this helps avoid any unnecessary delays or disappointment.
If you're located in the Melbourne area, please note that our warehouse is not open to the public.
If you need to arrange a special pickup, please contact our customer service team at 1300 755 158 or email info@petso.com.au for assistance
If you have questions or need help placing your order, feel free to contact us at 1300 755 158 or email info@petso.com.au
We’re sorry for the mix-up.
Please email us at info@petso.com.au with your order number and a photo of the item you received. We’ll arrange the correct replacement or a suitable solution as quickly as possible.
Some orders may be sent in multiple parcels, depending on stock availability. Please check your shipping confirmation emails to see if another parcel is on its way.If you're unsure or it’s been over 48 hours, contact us at info@petso.com.au or call 1300 755 158 and we’ll look into it for you.
We’re very sorry your item arrived in less than perfect condition.Please email a photo of the damaged product and your order number to info@petso.com.au. We’ll arrange a replacement or refund as quickly as possible.
We apologise for the inconvenience.Please contact our team at info@petso.com.au or call 1300 755 158 with details and photos of the package you received. We’ll provide return instructions and resolve this with the courier promptly.
That does sound unusual — we appreciate you letting us know.Please send us a photo of the package and any tracking or label details to info@petso.com.au. We’ll investigate the issue and guide you on how to return it if necessary
If your order hasn’t been dispatched yet, we may still be able to cancel it.Please contact us as soon as possible at 1300 755 158 or email info@petso.com.au with your order number. Once shipped, cancellation may not be possible
If your order hasn’t been packed or dispatched yet, we may be able to modify it.Please contact us immediately at 1300 755 158 or info@petso.com.au with your order number and requested changes. We’ll do our best to assist.
We’re sorry your order was unexpectedly cancelled.This may occur due to stock availability, payment issues, or verification errors. Please check your email for a cancellation notice, or contact our team at 1300 755 158 or info@petso.com.au so we can clarify and help you place a new order if needed
If you're experiencing trouble placing your order, please contact our customer support team directly for immediate assistance. You can reach us via email at info@petso.com.au or call us at 1300 755 158. We'll help you resolve the issue quickly!
📦 Product Info & Availability
To check if an item is currently in stock, please visit the product page on our website.
The stock status is updated in real-time.For further assistance, you can reach us at info@petso.com.au or call 1300 755 158.
If you need an estimated restock date, feel free to contact our team at 1300 755 158 or email info@petso.com.au, and we’ll do our best to assist you
(If an item is currently out of stock, we recommend clicking the “Notify Me” button on the product page — you’ll receive an email as soon as it becomes available again.)-WAIT FOR CONFIRMATION
Our stock rotates regularly to ensure freshness, so expiry dates may vary depending on when your order is placed.If you need to know the expiry date before purchasing, please contact our team at 1300 755 158 or email info@petso.com.au with the product name and we’ll be happy to check the current batch for you
🛍️ Returns & Satisfaction Guarantee
Yes, we accept returns for items that are unopened, unused, and in their original packaging within 14 days of delivery.To arrange a return, please contact our team at info@petso.com.au with your order number and the item you’d like to return. We’ll provide return instructions and process your request as quickly as possible
Yes — many of our premium pet food brands come with a palatability guarantee.If your pet refuses to eat the food and it remains mostly unused, please contact us at info@petso.com.au with your order details and photos of the product. We’ll review eligibility and help arrange a return or store credit where applicable
💸 Discounts, Promo Codes & Pricing
Sorry you're having trouble with your discount code!
Please double-check that:
The code hasn’t expired
The items in your cart meet the promotion’s terms and conditions
The code has been entered exactly as shown (case-sensitive)
If you're still having issues, contact us at info@petso.com.au with the code and a screenshot of your cart — we’ll be happy to assist
Our sale periods may vary depending on the brand or promotion.To check the end date of a current sale, please refer to the promotional banner or product page, or contact our team directly at info@petso.com.au or 1300 755 158 for the most accurate information.
Thanks for signing up!
If you haven’t received your welcome code, please check your spam or junk folder, as the email may have been filtered.
Still can’t find it? No problem — just contact us at info@petso.com.au with the email address you used to sign up, and we’ll reissue your code right away.
🚚 Shipping & Delivery Fees
Postage rates depend on your order amount and delivery location. For exact postage costs and details, please refer to our Shipping Policy page.
For further assistance, contact us at info@petso.com.au or call us on 1300 88 11 40.
While we aim to offer competitive or free shipping where possible, postage fees are calculated based on your order value, item size, and delivery address — including metro locations.If you believe there’s been an error or would like to confirm your shipping cost, please feel free to contact us at info@petso.com.au or call 1300 88 11 40, and our team will be happy to assist
Delivery times vary based on your location, but typically, orders are dispatched within 1–2 business days, with transit times generally taking 2–5 business days. To view the exact status and ETA of your order, please use our Order Tracking Tool.
For detailed information, visit our Shipping Policy page.
Yes, you can request Authority to Leave (ATL) during checkout by ticking the relevant option under delivery preferences.Please note that if ATL is selected, the courier may leave your parcel in a safe place at your address without requiring a signature.If you forgot to select it or need to change your delivery instructions, contact us promptly at info@petso.com.au or call 1300 755 158, and we’ll do our best to assist.
🧾 Address & Account Information Updates
You can update your shipping address directly in your account dashboard by logging into your PETSO account.If your order has already been placed, please contact us immediately at info@petso.com.au or call 1300 755 158 — we’ll do our best to update the address before it’s dispatchedPlease contact us as soon as possible at info@petso.com.au or call 1300 755 158 with your order number and the correct address.Once an order has been shipped, address changes may not be possible
You can change your email address by logging into your PETSO account dashboard and editing your profile details.
If you're unable to access your account or need assistance, contact us at info@petso.com.au and we’ll help you update it
You can change your email address by logging into your PETSO account dashboard and editing your profile details.
If you're unable to access your account or need assistance, contact us at info@petso.com.au and we’ll help you update it
You can change your email address by logging into your PETSO account dashboard and editing your profile details.
If you're unable to access your account or need assistance, contact us at info@petso.com.au and we’ll help you update it
