If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative. If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
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- About Petsome
- Orders, Shipping & Delivery
- Subscriptions & Auto-Delivery
- Returns, Refunds & Issues
- Payments, Pricing & Promotions
- Account, Privacy & Security
- Contact & Support
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative. If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
About Petsome
What is Petsome?
Petsome is an Australian online pet store offering quality pet food, treats, toys, grooming products, and everyday essentials for dogs and cats, with a focus on convenience, value, and reliability.
Are your products genuine and safe for pets?
Yes. We only source products from reputable suppliers and trusted brands to ensure safety and quality.
Orders, Shipping & Delivery
Do you ship Australia-wide?
Yes. We deliver across Australia. Shipping costs and delivery times are calculated at checkout.
Are your products genuine and safe for pets?
Yes. We only source products from reputable suppliers and trusted brands to ensure safety and quality.
How long does delivery take?
Orders are usually dispatched within 1–2 business days. Delivery typically takes 2–7 business days depending on location.
How can I track my order?
You’ll receive a tracking email once your order is dispatched. Tracking is also available via your Petsome account.
What happens if my order is delayed?
If your order is delayed, please contact us and we’ll help track it and provide updates.
Can I change my delivery address after ordering?
If your order hasn’t been dispatched yet, we may be able to update the address. Once shipped, changes may not be possible.
Do you ship to PO Boxes or Parcel Lockers?
Some items can be delivered to PO Boxes or Parcel Lockers depending on carrier and product size.
What happens if I’m not home for delivery?
The carrier may leave the parcel in a safe place, attempt redelivery, or take it to a collection point.
Subscriptions & Auto-Delivery
Do you offer subscriptions or auto-delivery?
Yes. We offer auto-delivery subscriptions on selected products so you never run out of essentials.
Can I change or cancel my subscription?
Yes. You can pause, skip, change, or cancel your subscription at any time through your account or by contacting support.
Will I be notified before a subscription charge?
Yes. We send reminders before your next subscription order is processed.
Can I set different delivery frequencies for subscriptions?
Yes. Each subscription product can have its own delivery frequency.
Will subscription prices ever change?
Prices may change due to supplier pricing or promotions ending. If there’s a significant change, we’ll notify you beforehand.
What if a subscription product is out of stock?
We’ll notify you and pause the delivery or let you choose an alternative. We won’t substitute without your approval.
Returns, Refunds & Issues
Can I return a product if I change my mind?
We offer a 30-day return policy on eligible items that are unused, unopened, and in original packaging.
What if my item arrives damaged or incorrect?
Please contact us within 48 hours of delivery. We’ll arrange a replacement, refund, or store credit.
What should I do if my pet doesn’t like the product?
While opened food can’t usually be returned, we’re happy to help you find a better alternative.
Payments, Pricing & Promotions
What payment methods do you accept?
We accept major credit and debit cards, PayPal, and Buy Now Pay Later options such as Afterpay and Zip (subject to eligibility).
Do you offer discounts or promotions?
Yes. We regularly run promotions. Subscribe to our newsletter for exclusive offers.
Account, Privacy & Security
Is my personal information safe?
Yes. We take data security seriously and handle personal information in accordance with Australian privacy laws.
Can I change or cancel my order after placing it?
If the order hasn’t been dispatched yet, we may be able to update or cancel it. Contact us as soon as possible.
Contact & Support
How do I contact Petsome?
You can reach our support team at support@petsome.com.au
. We aim to respond as quickly as possible during business hours.