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Frequently Asked Questions

What is your shipping cost?

OurPetWarehouse offers Free Shipping on all orders irrespective of the order value, size, or location. We also offer Tracked Shipping at minimum charges (5.99) for fast and reliable delivery.

How much time does it take for delivery?

We ship out orders within 24-48 hours. If orders are placed during the weekend or on a public holiday, we dispatch them the next business day. Most orders are delivered within 3-10 business days within Australia. Delivery outside Australia takes 20-28 business days.

After placing an order, if you have not received a shipping confirmation email within 24-48 hours, please check your junk/spam folder or email security settings. If you haven’t yet received the shipping confirmation email, please contact us immediately on our Toll Free number 1-800-986-6350 (MON TO SAT, 9 AM TO 6 PM) or email us at contact@OurPetWarehouse.com. If your order is not delivered within 28 business days, please contact us via email or toll free number.

Note: We would not be able to reship or refund for an order in case of the incorrect or incomplete address provided.

How can I use the coupon code?

To avail your discount, enter the coupon code before checkout and click on 'Apply' button.

Do you charge in US dollars?

Yes, we do! In fact, all our products are priced in US dollars.

Is shopping with you secure?

Yes, shopping with us is extremely safe and secure. We make use of the Secure Socket Layer (SSL) technology that encrypts information exchange during all your transactions. We do not share any of our customers’ details with third parties.

How will you notify me about the orders?

You will be notified about your order via an email confirmation receipt that will have all your order details. We will also send a shipping confirmation email when your order is shipped.

Will the products be the same as displayed on the site?

Yes! The products delivered to you will be exactly the same as that displayed on the site.

How can I return an order or exchange the products?

For returns and exchange, please contact our customer care team by calling toll free number 1-800-986-6350 (MON TO SAT, 9 AM TO 6 PM) or by sending us an email at contact@OurPetWarehouse.com. Please ensure to inform us within 5 days of receiving the order so we can help you out. For exchanging products, please contact us and our customer care team will assist you for the same.

Will I get a full refund on returning the order?

Yes, you will receive a full refund for the products returned provided you return the products within 5 business days. The refund will be processed in the original mode of payment.

Do you follow an authorized returns and refund process?

Yes, we follow an authorized return and refund process only. We will provide you a RAN (Return Authorization Number) to return an item, which you need to submit while we process the refund. We will also provide you with the return address where you can return the products.

Note: Please do NOT post back the products without contacting us.

I face trouble accessing my shopping cart. Can you please help?

Sometimes, due to cookies, you may face trouble accessing shopping cart. We request you to clear all cookies in your computer by visiting the cookies settings. In case that does not help, kindly call us on our toll free number 1-800-986-6350 (MON TO SAT, 9 AM TO 6 PM) and we will assist you.

Your site is declining my card. Can you resolve the problem?

Some credit card companies require prior approval from user before processing any international transaction. So, please contact your credit card company and inform them not to block your transactions with OurPetWarehouse.com.

Why do I need to pay ‘international fee’ while I make payment?

As we are based outside USA, some credit card companies may charge an ‘international fee’ or ‘foreign transaction fee’ on products purchased at OurPetWarehouse. We do advise customers to check with their banks or use another credit card to avoid such charges. To know more about such charges, please contact your bank.

Do you have a privacy policy?

Yes! We do have a privacy policy. We strictly adhere to it and safeguard customer’s personal information. We do not share our customer information with any third party. For more information, read our privacy policy.

Sometimes images on website are different from product received, why?

All images shown are for illustration purposes only. Actual product may vary due to product enhancement or supplier change. Sometimes, due to differences in monitors, colors of products may also appear different to those shown on the site. Also, some products may have an associated image only, which are for reference and illustration purpose only.

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