Shopping FAQs

Answers to any shopping queries.

Where is my order?

When you place an order online at Online Pet Shops, you will receive a confirmation email with a tracking number that you can use to track your order on its journey to you. Please check our shipping page for delivery time estimates, or if you think there might be an issue, please contact us.

How much does shipping cost?

We offer free shipping over $150 to most metro* areas (Sydney, Melbourne, Brisbane, Adelaide, and Perth). Other metro areas will have their maximum shipping cost capped, while shipping for non-metro and rural areas will depend on where you live and the size of your order. Visit our Shipping Page for more information.

Where do you deliver?

We ship to residential homes all over Australia. Some couriers cannot offer door to door delivery for more remote areas – in this case, your goods will be left at the nearest local post office until you’re able to collect. We are also able to deliver to your workplace. Please make sure you include your business name to make sure your order arrives promptly. If you are wanting to ship a Same Day Delivery order to your workplace, please keep in mind that these are delivered between 3pm and 7pm – if your business closes within in these hours, we strongly recommend a different shipping option.

Are you able to deliver to PO Boxes?

We offer delivery to PO Box and Parcel Locker addresses – just note that if your order is too large for a Parcel Locker, it maybe be taken to the nearest post office or Parcel Collect location for pickup.

Am I able to pay for an order, but have it sent to somebody else’s address?

Yes definitely that’s not a problem at all – just make sure you include the recipient’s name in your delivery address details to avoid confusion.

How long does delivery take?

We understand that sometimes your kitty just can’t wait to get their paws on their favourite treats or toys – which is why we will do our best to get your order to you as soon as possible.

In the metro areas of Adelaide, Brisbane, Sydney and Melbourne, you can expect your order within 1-3 business days. If you are just outside the metro areas or in large towns, it can take another day or two for your order to get to you. Deliveries further afield may take a week (and occasionally more) from the time of dispatch. See our shipping page for more information. Don’t forget that you can use the tracking number provided with your order confirmation to find an estimated arrival time for your order.

Can I collect my order in person?

Yes, just call us to arrange a suitable time.

At what time of day will my order be delivered?

Most couriers do not have a standard time of the day that goods are delivered. To make things easier for you, when you place order, make sure you give clear instructions on where the package should be left if you are not home, as we give our couriers “authority to leave”. We find that customers prefer this.

What payment options do you offer?

We accept Credit Card (Visa, Mastercard), PayPal, and Square.

For Direct Deposit please contact us for more information.

Can I cancel or change an order?

If you've made a mistake while making an order, please contact us so we help resolve the issue.

How do I return an item(s)?

If you find that you’re unhappy with an item you’ve purchased from us, please contact us and we can sort it out. Please note that no credits or refunds can be given without first contacting us here at Online Pet Shops. Please see our Refunds & Returns page for more information.

I need help with my order can I speak to someone about this?

We would be happy to help you out. Please visit our Contact Us page for more information.

Company FAQs

Have a question regarding Online Pet Shops?

Where are you located?

We’re an Australian owned and operated business located in Morayfield, Brisbane, Queensland

You can learn more about us here.

Can I visit your store in person?

Yes just call us to arrange a suitable time remembering we are an e-store and do not have a store front.

Our contact details can be found on our Contact Us page.

Caring for My Cat

Please note the advice given here is of a general nature, please consult your veterinary professional when seeking care for your cat.

How can I choose the right toys for my cat?

Consider your cat's age, size, personality, and preferences when selecting toys. Interactive toys, such as wand toys or puzzle feeders, can provide mental stimulation, while toys that mimic prey (like feathers or small, movable objects) can satisfy your cat's hunting instincts.

What factors should I consider when choosing a litter tray?

Choose a litter tray that is large enough for your cat to comfortably move around in and has low sides for easy access. Some cats prefer covered trays for privacy, while others may prefer open trays. Additionally, consider the type of litter your cat prefers and choose a tray that accommodates it.

What's the best kind of cat litter?

The best type of cat litter depends on your cat's preferences and your household's needs. Common types include clumping clay, silica gel crystals, natural/biodegradable litter (such as pine, corn, or wheat), and recycled paper. Experiment with different types to see what works best for your cat.

How can I encourage my cat to use a bed?

Place the bed in a quiet, cozy area where your cat feels safe and secure. You can also try adding bedding or blankets with familiar scents, such as your cat's own bedding or a worn t-shirt, to make the bed more inviting.

What type of bowl is best for my cat's food and water?

Choose shallow, wide bowls for food to prevent whisker fatigue, and opt for ceramic or stainless steel bowls that are easy to clean and don't retain odors. For water, consider using a wide, shallow bowl or a cat fountain to encourage hydration.

How can I help my cat feel more comfortable in a carrier?

Gradually introduce your cat to the carrier by leaving it out in a familiar and comfortable area with the door open. Place familiar bedding or treats inside to create a positive association. Additionally, practice short trips or outings in the carrier to help your cat acclimate to being inside it.

What should I have on hand for hand-rearing kittens?

Essential supplies for hand-rearing kittens include kitten formula, feeding bottles or syringes, a heating pad or heat lamp for warmth, and soft bedding for comfort. It's also important to consult with a veterinarian or experienced breeder for guidance on proper feeding and care techniques.

How do I train my cat to walk on a leash?

Start by introducing your cat to the harness and leash indoors, allowing them to get used to wearing the gear before venturing outside. Use positive reinforcement, such as treats and praise, to encourage your cat to walk alongside you. Start with short, supervised walks in a safe and quiet area, gradually increasing the duration and distance as your cat becomes more comfortable.

How often should I replace a cat's litter?

It's recommended to scoop out waste and clumps daily and completely replace the litter and clean the litter box once a week. However, if you notice any odors or if the litter appears soiled before a week, it's best to replace it sooner.