FAQ

You can find register icon in the top right corner and click "Create Account", all you have to do is to fill in your details. 

Click 'Log in' in the top right corner and fill in your email address and password.

To retrieve password, click Forgot Your Password and enter your email address. A new link will be sent to your email to reset your password.

You can update your personal details by logging into your account

Step 1: Choose the item you want to purchase and select the right quantity and click the ‘add to cart‘ button.

Step 2: Review your cart and finalize your purchase by clicking Proceed to Checkout. You can either checkout as guest or register as a new customer.

Step 3: The website will then securely lead you to the address and payment page.

When you full payment is received, the tax invoice will be sent to your nominated email address.

With our advanced and comprehensive warehouse system, items are generally shipping out shortly after full payment is received, to ensure you the most efficient delivery. If it is before the order being put in our warehouse system, there might be a change the order can be changed or cancelled but it is not guaranteed. Please contact us immediately if you wish to change your order and hopefully we will be able to accommodate your request before the order is confirmed for shipment.

When your order is confirmed, tracking number and courier will be sent to your email or it can be found when you click the order in your account.

You will be able to find your purchase history in your account.

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 center to dispatch all orders efficiently.

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

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.

We accept VISA, MasterCard, and American Express.

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.

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.

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.

Yes, all our prices are GST inclusive.

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.

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

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.

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.

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

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.

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

Currently we only ship within Australia.

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.

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

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

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

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.

Login to your account and change your address under Address Book

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.

At this stage, we do not offer combine shipping.

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.

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

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.

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.

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.

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 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.

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.

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

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

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

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.

When you click the item, it will bring you to the product description page. i.Pet will take reasonable measure to ensure the accuracy of the product description. As i.Pet is a megastore and selling all types of goods, we may not have the expertise to answer all the technical questions. Under this circumstance, we will contact our manufacturers for the answer or we suggest you to seek for solution in the internet to assist you with your purchase decision.

i.Pet apologizes for the incorrect product description provided when you place your order. Please contact our customer service representative with your order ID and we can solve the problem shortly.

Unfortunately, the option is not available as we strive to provide you the most efficient delivery service so we do not allow customers to visit our warehouse. If you are a wholesale customer, please click Become a retailer at the bottom of the page and submit the contact form for more information.

i.Pet operates on a first-come-first-serve basis and regrettable we do not reserve items for our customers. 

i.Pet only accepts orders from adult over the age of 18. By placing your order on our website, you are certifying that you are over 18 years old.

Please click Become a retailer at the bottom of the page.

We welcome everyone to use our dropping service. Please click Become a retailer at the bottom of the page.

Orders are generally dispatched the very next day after full payment is received. If you would like to make any changes, please contact our customer service representative, however, it is not guaranteed that changes could be made. Our staff will make every effort to satisfy your needs.

Please submit a contact form. We will be more than happy to assist you in every possible ways.