Frequently Asked Questions (FAQ)
What is your delivery time? ⌄
Orders are usually processed within 1–2 business days. After dispatch, the estimated delivery time within Australia is 6–12 business days. Please note that delivery times are estimates and may vary due to carrier delays, weather conditions, or high-volume periods.
Can I cancel my order? ⌄
Yes, you can cancel your order within 24 hours after placing it, as long as the order has not yet entered processing or been shipped. Once an order is being processed or has been shipped, cancellation is no longer possible. If you wish to cancel, please contact us as soon as possible at support@beyond-pets.com.
Can I track my order? ⌄
Yes. Once your order has been shipped, you will receive a confirmation email with your tracking number. You can track your shipment at any time via our Track & Trace page. Please note that tracking information may take some time to update after dispatch.
Can I change my shipping address after placing an order? ⌄
Address changes are only possible within 24 hours after placing your order, provided the order has not yet entered processing. Once an order is being processed or shipped, we can no longer make changes.
What if I entered the wrong shipping address? ⌄
Please always double-check your address before completing checkout. If an incorrect address was provided and the order has already been shipped, we unfortunately cannot guarantee changes or replacements. If you notice the mistake shortly after ordering, contact us immediately at support@beyond-pets.com.
What do I do if I have not received a confirmation email? ⌄
First, please check your spam or junk folder, as confirmation emails sometimes end up there. If you still cannot find it, contact us at support@beyond-pets.com and we will be happy to assist you.
What should I do if I have not yet received my order? ⌄
If your order has not arrived after the estimated delivery time has passed, please contact us at support@beyond-pets.com. Our team will investigate the shipment with the carrier and keep you informed until the issue is resolved.
Why is my order arriving in multiple packages? ⌄
If your order contains multiple items, they may be shipped separately due to availability or logistics. You may receive multiple tracking numbers in this case. There are no additional shipping costs.
Do you offer exchanges? ⌄
Yes, exchanges are possible. Please contact us at support@beyond-pets.com so we can review your request and provide further instructions.
How can I exchange or return my order? ⌄
If you wish to return or exchange an item, please contact us first by email at support@beyond-pets.com within 30 days after delivery. Once your request is approved, you will receive instructions for returning the item. Returns must be sent by mail and the return shipping costs are the responsibility of the customer, unless the item is damaged, defective, or incorrect.
What are the conditions for a return? ⌄
To be eligible for a return: the request must be made within 30 days of delivery, the item must be unused and in original packaging, the return must be sent after contacting our support, and return shipping costs are not covered by us unless the item is defective or incorrect. Certain hygiene or personal care products may not be eligible once opened.
Who pays for return shipping? ⌄
Return shipping costs are the responsibility of the customer. If the item is damaged, defective, or incorrect, we will work with you to provide a suitable solution.
When will I receive my refund? ⌄
Once we receive and inspect your approved return, refunds are typically processed within 7 business days. Banks or payment providers may require additional processing time.
What if my item arrived damaged or incorrect? ⌄
If your item arrives damaged or you received the wrong product, please contact us by email at support@beyond-pets.com and include photos. We will resolve the issue as quickly as possible.
Which payment methods do you accept? ⌄
At Beyond Pets, you can pay securely with: Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, and PayPal. All prices and payments are processed in Australian Dollars (AUD).
Is my payment information secure? ⌄
Yes. All payments are processed via encrypted connections. We do not store your payment details. All payments are processed securely through Shopify Payments or authorised payment partners.
What should I do if my payment fails? ⌄
If your payment does not go through, please double-check your payment details or try a different payment method. If the issue persists, contact us at support@beyond-pets.com and we will try to assist you where possible.
How quickly does customer service respond? ⌄
Our customer support team is available Monday to Friday from 9:00 am to 5:00 pm Australian Eastern Standard Time (AEST). We aim to respond to emails within 24 business hours. During busy periods, responses may take slightly longer.
How do you support your customers after the purchase? ⌄
We continue to support you after your order has been placed. Our team can assist with order tracking, product questions, returns and exchanges, payment or billing questions, and anything else you need. Simply email us at support@beyond-pets.com.