FAQ’S

Q Where do I get more information about a product that I am interested in?

All our product listings on the website have a clear and elaborate description. If any further information is required email us at sales@petnest.com.au

Q What do I do if an item I am interested in is out of stock?

Please contact us at sales@petnest.com.au and let us know of the item you are interested in. We will do our best to get the product for you in the shortest time possible.

Q What is the average postage time?

We mostly use Australia Post to deliver products. Orders are normally dispatched within 24 hours and deliveries take about 3-5 working days depending on where in Australia you are located. However, estimated arrival dates are not guaranteed. While we will make every effort to fulfil your order in time, circumstances beyond our control may impact delivery time.

We do not offer any express deliveries at this time but will look to introduce that soon.

Q How do I place an order on-line?

It’s easy. Each time you find an item you want to buy, simply click on the “Add To Cart” button and when you’ve finished shopping, go to the check out section and your order will be waiting for you to review. Once you have filled out your address and shipping information, simply click “Confirm Order” and your secure order is completed. It is that easy. No lifting, no trips in the car, no hassle.

Q Can I place the order by phone?

No. As of now you can only order on-line.

Q Can I cancel an order?

Yes, you can if it has not been dispatched. Notify us within 24 hours of receipt of goods, by email on sales@petnest.com.au. If the order was placed using a credit card, we will refund your payment back to your credit card.

If your order has been dispatched, you can return it but at your cost. We strongly urge you to use the original packaging we sent your order in. We will check that the goods have been returned in good condition before processing your refund. Refer to our Return Policy for detailed information.

Q I have forgotten my password.

If you’ve forgotten your password enter your email address after clicking on the My Account tab. We will send you an email message containing a new password.

Q What is Pet Nest’s return and refund policy?

Click on our Returns Policy underneath the Information tab for specific details.

Q Do I need to be home to accept delivery?

No, you do not have to be home. We can deliver to a designated address which has a safe accessible place for us to leave it.

Q Can my questions about my Pets diet and health be answered?

Yes, our passionate staff will be able to answer most of your questions. Email us on sales@petnest.com.au and if we are unable to answer then we’ll refer with someone who can. However, we recommend that customers should always seek a professional opinion.

Q What are the modes of payment we accept?

Currently we only accept Mastercard, Visa and American Express Credit Cards and Paypal. Additional modes of payment maybe be introduced later.

Q Do we sell pets?

No, we do not sell pets, we only sell products that pets need.

Q What if I receive damaged goods / expired products?

We keep a very eye on our goods and are careful not to stock or ship products that have passed their expiry date. If there is any concern, do get in touch with us on sales@petnest.com.au  within 24 hours of your delivery

Q What are Nest Eggs?

Nest Eggs is our loyalty program which you need to join. On every purchase on www.petnest.com.au you earn Nest Eggs (or points) which you can then redeem against purchase of your pets favorite products on the site. The more Nest Eggs you gather, the greater are your savings. See our Nest Eggs page for further information on how you can accumulate Nest Eggs.

Q How do I redeem Nest Eggs?

1. Log in to petnest.com.au
2. Add your items to cart
3. Proceed to check out
4. If you have already joined the loyalty program your accumulated Nest Eggs would appear in your account. If not you would need to complete the form available on the Nest Eggs page.
5. Enter the quantity of Nest Eggs you want to redeem in the box that has the text: “Redeem Nest Eggs”. Note the Nest Eggs are redeemable from the second purchase onwards.
6. The savings will reflect in your invoice total.

Q Can I redeem Nest Eggs for cash?

No. Instead use Nest Eggs to treat your furry friends with new, exciting products from our site.

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Why Choose to Autoship?
  • Automatically re-order your favorite products on your schedule.
  • Easily change the products or shipping date for your upcoming Scheduled Orders.
  • Pause or cancel any time.