Everything They Need. Everything You Love.
Premium essentials and everyday favourites to keep your pet happy, healthy, and full of joy.
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Frequently Asked Questions (FAQ)
What is your delivery time? ⌄
Orders are processed within 1-2 business days. Estimated delivery takes 6-12 business days. Times may vary due to carrier delays or high-volume periods.
Can I cancel my order? ⌄
Yes, within 24 hours of placing it, as long as it has not entered processing or been shipped. Contact support@beyond-pets.com as soon as possible.
Can I track my order? ⌄
Yes. Once shipped you will receive a tracking number by email. You can also use our Track Your Order page.
Can I change my shipping address? ⌄
Only within 24 hours of ordering and before processing begins. Contact us immediately at support@beyond-pets.com.
I did not receive a confirmation email - what do I do? ⌄
Check your spam or junk folder. If still not found, contact support@beyond-pets.com.
What if my order has not arrived? ⌄
Contact us at support@beyond-pets.com. We will investigate with the carrier and keep you informed.
Why is my order arriving in multiple packages? ⌄
Items may ship separately due to availability. You may receive multiple tracking numbers. No extra shipping costs apply.
Do you offer exchanges? ⌄
Yes. Contact support@beyond-pets.com and we will review your request and provide instructions.
How can I return or exchange my order? ⌄
Contact us within 30 days of delivery. Once approved you will receive return instructions. Return shipping is the customer's responsibility unless the item is defective or incorrect.
What are the return conditions? ⌄
Items must be unused, in original packaging, returned within 30 days after contacting us. Return shipping is not covered unless the item is defective or incorrect.
When will I receive my refund? ⌄
Refunds are processed within 7 business days after we receive and inspect your return. Banks may require additional time.
My item arrived damaged or incorrect - what do I do? ⌄
Email support@beyond-pets.com with photos and we will resolve the issue quickly.
Which payment methods do you accept? ⌄
Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay. All payments are in AUD.
Is my payment information secure? ⌄
Yes. All payments use encrypted connections via Shopify Payments or authorised partners. We do not store your payment details.
What if my payment fails? ⌄
Double-check your details or try a different payment method. If the issue persists, contact support@beyond-pets.com.
How quickly does customer service respond? ⌄
Monday to Friday, 9:00 am to 5:00 pm AEST. We aim to respond within 24 business hours.
How do you support customers after purchase? ⌄
We support you with tracking, product questions, returns and anything else. Email support@beyond-pets.com.
Not satisfied? We're here to help!
Customer satisfaction is our top priority. If you're not happy with your order or have any questions about our products or service, feel free to reach out to us.
Our customer support team is available Monday through Friday, from 9:00 am to 5:00 pm (AEST).
For questions or product information, simply contact us at support@beyond-pets.com
We aim to respond within 24 business hours.
Have a question? Visit our FAQ for quick answers.