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Beyond Pets

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Aussie pets, loved for life.

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Frequently Asked Questions

What is your delivery time?
Orders are usually processed within 1–2 business days. After dispatch, estimated delivery within Australia is 6–12 business days.
Can I cancel my order?
Yes, within 24 hours after placing it, as long as it has not yet entered processing or been shipped. Contact us at support@beyond-pets.com as soon as possible.
Can I track my order?
Yes. Once shipped, you will receive a confirmation email with your tracking number.
Why is my order arriving in multiple packages?
Items may be shipped separately due to availability or logistics. No additional shipping costs apply.
How can I return my order?
Contact us at support@beyond-pets.com within 30 days after delivery. Once approved, you will receive return instructions.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer, unless the item is damaged, defective, or incorrect.
When will I receive my refund?
Refunds are typically processed within 7 business days after we receive and inspect your return.
What if my item arrived damaged or incorrect?
Contact us at support@beyond-pets.com with photos and your order number. We will resolve it as quickly as possible.
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are in Australian Dollars (AUD).
Is my payment information secure?
Yes. All payments are processed via encrypted connections through Shopify Payments or authorised payment partners. We do not store your payment details.
How quickly does customer service respond?
We are available Monday to Friday, 9:00 am – 5:00 pm AEST, and aim to respond within 24 business hours.

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.