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Payment

What payment method do you accept?

We accept various payment methods including PayPal (Visa, Master card and bank account) and credit cards.

How does PayPal work?

Getting started with PayPal is very easy and quick. Registration will only take you a few minutes. PayPal enables you to link your credit card or bank account to your PayPal account so you can make your payment online without sharing your information. PayPal is being used over hundreds of millions of people throughout the world to prove it is user-friendly and safe.

What credit cards do you accept?

We accept VISA, MasterCard, and American Express.

Is your site safe for credit card purchase?

It is 100% safe as i.Pet uses advanced encryption and cutting-edge Secure Sockets Layer. Your information will be protected from any unauthorized usage, and remain confidential. Our staff also follows the best practice to protect all your personal and payment information.

If I do not want to give out my credit card details, is there an alternative to make the payment?

You can link your credit card or bank account to your PayPal account so you can make your payment online without sharing your information with us.

What is CSC number?

CSC number is your credit card security code which is a 3 or 4 digit number usually printing on the back of your credit number. CSC number is required to protect you and help prevent fraud.

Does all the prices on i.Pet is GST inclusive?

Yes, all our prices are GST inclusive.

How long does it take to confirm payment?

i.Pet will only dispatched items when full payment is received. Payment generally takes 2-3 days to process. In some exceptional cases, it could take up to 5 days or more.

Is Lay-by available?

Unfortunately, Lay-by is not available at this stage.

Can I come to your warehouse to pay and pick up the item?

Unfortunately, all payment has to be made when you proceed to checkout in our website; and pick up is not available in order to save time for our distribution centre to dispatch all orders efficiently.

Delivery

When will my order be shipped?

Most of the orders will generally be dispatched the very next business day after full payment is received. When your order is shipped out, you will be notified via email with the carrier's details and a consignment note for your delivery status.

How much is delivery cost?

Delivery cost varies according to the product and destination. It will be stated on the right of the product page. Simply put in your postcode and it will show you the delivery fee.

What courier do you use?

We currently use Australia Post (eParcel), Fastway, and Allied Express.

How do I track the progress of my order?

Carrier's details and tracking number will be sent to your email after order is dispatched. Simply go to the carrier's website and put in your tracking number, your delivery status will be shown.

Do you deliver anywhere within Australia?

We deliver all places within Australia except for some remote areas. Please?contact?our customer service team for more information

Do you ship outside Australia?

Currently we only ship within Australia.

How long does it take to receive my order?

All items are generally dispatched the very next day after full payment is confirmed. Depending on your destination, delivery will normally take less than 10 working days. If you do not receive your item within 10 days, please do not hesitate to?contact?our customer service representative.

Do you provide express service?

Currently our express post service is not available but we are working on it.?

Can I come or send my courier to pick up my order from your warehouse?

Unfortunately, pick up is not available in order to save time for our distribution center to dispatch all orders efficiently.

What should I do if I do not receive my order in the estimated delivery date?

You are suggested to track your items from our carrier first. If it cannot be solved, please?contact?our customer service representative.

Do you deliver to PO Box address?

Po Box address is accepted if item is dispatched with Australia Post. You will be notified on the checkout page if PO Box accepted. If PO Box is provided when it is not acceptable, item will not be dispatched until correct address is given.

How do I change my general shipping address?

How do I change my shipping/billing address for a specific order?

When you proceed to the checkout page, your nominated address in your address book will be filled in. If you would to ship the order to other address, please fill in the correct address in the boxes.

Do you offer combine shipping?

At this stage, we do not offer combine shipping.

Can I request an item by an urgent date?

i.Pet endeavours to dispatch your order as soon as possible, however, we cannot guarantee a delivery by a certain date. You will be given carrier's details and consignment note to track your item.

Warranty & Returns

What warranty is provided with products sold in i.Pet?

All products purchased from ipet-au.com include warranty. All of the products are generally offered with 12-month warranty.

What should I do if I receive a faulty/damaged item?

Please contact our customer service team for further assistance. You can submit a?contact form?with your order number.?This is a fast and convenient option for you, and may prevent the need for you to send back the item for a physical inspection.

What should I do if the item is damaged during transition?

What is the procedure for warranty claim?

Please contact our customer service team for further assistance. You can submit a?contact form?with your order number. This is a fast and convenient option for you, and may prevent the need for you to send back the item for a physical inspection.

How long does refund take to process?

It generally takes up to 2 working days to process refunds, and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

If I need to return an item, who will be responsible for the delivery cost?

If an item needs to be returned due to it being damaged, faulty or for a warranty claim, please?contact?us first as we may have alternatives. Should we decide it needs to be returned, we will arrange for the item to be returned at our expense.

Even if you need to return the item due to a change of mind, please contact us first, as we can arrange return of the item, with the return postage cost deducted from your refund.

Can I return the product if change of mind?

With a 15% restocking fee, you have the option to return any unopened, unused item in its original packaging that you bought from i.Pet for any reason within 14 days of receiving the item.

If I resell the item to someone else, will I be able to transfer the warranty as well?

Unfortunately, warranty is non-transferrable. However, if you are our reseller, warranty will be provided to your customers.

Where can I find the warranty period of my item?

All items are provided with a 12-month warranty according to the law.

Where can I find the Full Warranty and Returns Policy?

Please click?here?for our full warranty and full return policy.

How can I return the item I purchased?

To qualify to return an item under this Policy, Products must be in their original packaging, along with all included accessories, be in new condition suitable for resale, and must not be damaged in any way by the customer during the time the item is in the customer's possession. Please see Our?Warranty Terms and Conditions in relation to Warranty and Care Plan claims.

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