Q. HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Once an order is placed, please allow 1 to 3 business days for dispatch from our location. Once dispatched, delivery will be consistent with courier time frames, which is viewable via your order's tracking number. Orders will only be dispatched once payment has been cleared and shipping is paid.

Q. DO YOU SHIP INTERNATIONALLY?

Yes, we offer international shipping. Shipping costs can be calculated at checkout for your location.

Q. WHAT IS YOUR RETURN / EXCHANGE POLICY?

We gladly accept exchanges for any orders provided the items are in retail condition and have not been damaged and are not clearance products. Postage is payable by the customer and all exchanges must be made within 7 days of delivery. If the item you would like to exchange your order with is out of stock, please contact our team at genuinepetproducts@gmail.com for assistance.

Q. WHY AM I SEEING A HIGHER PRICE AT CHECKOUT?

Our website displays pricing in your location's currency for convenience and clarity. All totals shown during checkout will display in Australian Dollars (AUD) as we are an Australian-based business. Any higher amounts are simply currency conversion being displayed and are not an extra charge.

Q. THE ITEM I WANT IS OUT OF STOCK.

Due to demand, we may have some products temporarily out of stock. If this has affected your order, our team will get in touch with you to confirm an alternative, or to place you on our backorder system to notify you when new stock arrives. You can opt to receive the rest of your order in the meantime and have the item/s shipped once it arrives.

Q. SOMETHING HAS HAPPENED / I HAVE A PROBLEM WITH MY ORDER.

If you are experiencing problems with your order, please let us know by emailing genuinepetproducts@gmail.com and one of our team member will attend to you.

Q. DO YOU HAVE A PHYSICAL STORE?

Yes we do! It is located in Noble Park VIC 3174.

Q. CAN I PICK UP MY ORDER FROM YOUR STORE?

Yes! Simply select 'local pick up' during checkout and enter your pickup date in the special instructions. Please call us prior to your arrival to ensure that we can have the order ready for pickup.

Q. I SENT AN EMAIL AND I HAVEN'T RECEIVED A REPLY?

Please allow up to a few days for a reply to your email. We have a small team that works very hard on all aspects of our business. However, we will endeavor to get back to you as soon as possible!

Q. I ORDERED A FEW DAYS AGO AND JUST SAW YOU HAVE POSTED A SALE. CAN YOU APPLY THE SALE TO MY ORDER?

Unfortunately, discount codes only apply to orders made after launch. We are unable to process discounts on any orders existing prior to sale launches.