Frequently Asked Questions
My Pet Buddy Australia
We’ve gathered answers to our most common questions below to make your experience with My Pet Buddy as smooth and reassuring as possible. If you can’t find what you’re looking for, our team is always happy to help.
Shipping & Delivery
How do I place an order?
Placing an order is simple. Browse our collection, select your preferred products, add them to your cart, and proceed to checkout. Once your order is confirmed, you’ll receive an email with your order details.
How much does shipping cost?
We offer free standard shipping Australia-wide on all orders.
Any additional shipping options, such as Express Shipping, are clearly displayed at checkout.
Do you offer Express or next-day delivery?
Express Shipping is available for eligible Australian postcodes at an additional cost. Estimated delivery times and pricing will appear at checkout. Availability may vary by location.
Who delivers my order?
Most orders are delivered via Australia Post. In some cases, we may use trusted courier partners such as Aramex Australia to ensure timely and reliable delivery.
Where is my order shipped from?
Orders are shipped from our fulfilment centre inVictoria, Australia.
Can I track my order?
Yes. Once your order has been dispatched, you’ll receive a shipping confirmation email with a tracking number so you can follow your parcel’s journey.
Do I need to sign for delivery?
If you’re not home at the time of delivery, your parcel may be left in a safe place or redirected to your local post office or collection point, depending on the carrier’s delivery policy.
Do you deliver to PO Boxes or Parcel Lockers?
Yes, we deliver to PO Boxes and Australia Post Parcel Lockers.
If a parcel is too large to fit in a locker, it may be redirected to a nearby post office or Parcel Collect location.
Do you ship internationally?
We currently offer international shipping to selected countries, including regions within the Commonwealth.
International shipping fees, duties, and taxes are the responsibility of the customer and are calculated at checkout where applicable.
Orders, Cancellations & Returns
Can I cancel or change my order?
Orders may be cancelled or amended within 6 hours of placement by contacting us at support@mypetbuddy.au.
Once an order has been processed or dispatched, changes or cancellations may no longer be possible.
How do I request a return or refund?
If your item arrives faulty, damaged, or not as described, please contact us within a Day. Our 30-day return policy applies.
Email support@mypetbuddy.au with your order number, a brief explanation, and photos if applicable. We’ll guide you through the next steps.
Do you offer refunds for a change of mind?
We do not offer refunds for change of mind, incorrect purchases, or personalised items, unless required under Australian Consumer Law.
How long do refunds take?
Approved refunds are processed within 3–7 business days after the returned item has been received and inspected.
Refunds are issued to the original payment method.
Payments
What payment methods do you accept?
We accept secure payments via:
- Visa & Mastercard
- PayPal
- Apple Pay
- Google Pay
- Afterpay
- Zip Pay
Can I pay in instalments?
Yes. Afterpay and Zip Pay are available at checkout, allowing you to split your purchase into interest-free instalments (subject to provider approval).
Why was my payment declined?
Please check that your payment details are correct and that sufficient funds are available. If the issue persists, we recommend contacting your bank or using an alternative payment method.
Our Products & Gentle Care
Where are My Pet Buddy shampoos made?
Our shampoos and grooming products are Australian-made, formulated with care and attention to quality, safety, and gentleness.
Are your shampoos safe for all dogs?
Our products are designed to be gentle, effective, and suitable for regular use.
If your dog has known allergies, skin sensitivities, or medical conditions, we recommend consulting your veterinarian before use.
If you’d like help choosing the right product, feel free to contact us.
Are your products suitable for puppies?
Our shampoos are formulated with gentleness in mind. However, for very young puppies, we recommend checking product-specific guidance or speaking with your vet before use.
Do you include samples with orders?
At this time, we do not include complimentary samples. If we run sample promotions in the future, details will be shared at checkout or via email.
Giving Back
Do you support animal welfare organisations?
We believe in giving back. From time to time, My Pet Buddy supports animal welfare initiatives and rescue organisations. Any active partnerships or campaigns will be shared on our website and social channels.
Still Need Help?
If you have a question that isn’t covered here, our customer care team is always happy to assist.
📧 Email: support@mypetbuddy.au
📩 Or visit our Contact Us page
Business Information
This website is owned and operated by
My Pet Buddy, a registered trading name of Gold Flakes Pty Ltd
ABN: 93 653 400 821
Registered and operating in Australia.