Frequently Asked Questions

We’re here to help! On this page you will find answers to many of our frequently asked questions. We update this page frequently so you can find the information you need as quickly as possible, and get back to spending time with your pets.

If the answer to your question isn’t here, please contact our Best Friends Pets Customer Service team


Payment & Delivery

What are my payment options at Best Friends Pets?

In store, we accept payments made with cash, VisaMastercard,  Zip Pay and Gift Cards. For online orders we accept VisaMastercard, Zip Pay and PayPal

I have a Best Friends Pets Gift Card, can I use it to pay for my purchase online?

Unfortunately, not at this time. You can use your gift card in any of our stores. We are working towards making gift cards available to use online in the near future.  

I have finalised my purchase online and realised I purchased the wrong flavour of food for my cat, what can I do?

Contact our customer service team immediately. We may be able to swap the flavours for you if we have the desired flavour instock. If your order has been processed and is on it’s way to you, you can take the item in to one of our stores to exchange for the correct flavour.

How much do you charge for shipping?

We offer Free Shipping for all online orders over $75* (large/bulky items excluded). Orders less than $75 incur a fixed rate fee of $9.99. For more information on excluded products please refer to our delivery information page. 

How long will my order take to arrive?

Delivery times will vary depending on the order destination. All orders are currently sent from a Melbourne location.

You can view your expected parcel delivery time at any time by clicking on the link in your despatch confirmation email which will provide you our shipping partners real time update on your parcel status.


Click & Collect FAQ

Click & Collect

Do you have Click and Collect?

Yes, Click and Collect (C&C) is now available at 30 of our store locations across Melbourne, Sydney and Brisbane. You can select the most appropriate store location for you during the checkout process. 

How long will you hold my C&C order?

We will hold your order for 14 days from the day the order is placed. 

What happens if I don’t pick up my order after 14 days ?

If your order isn't picked up within 14 days, we will process an automatic refund to your original payment method. 

Do I need to show ID to get my C&C order?

We do require you to bring a form of photo ID, as well as your order number located in your order confirmation email. 

Can I have a friend pick it up for me?

Yes, a friend or family member can pick up the order for you. You will need to provide your friend or family member your order confirmation, in either printed or digital form.

They must be over 18 and provide valid ID at collection.

How long does it make for order to be fulfilled?

Orders placed before 2pm can be processed within 2 hours on the same day. If placed after 2 pm, your order should be ready for collection the following day.

We will notify you via SMS and email when your order is ready for you to collect.

What if I want to cancel my order before picking it up?

If you would like your order cancelled, please contact the store which you have placed your order with to cancel. You can find all store details here.

What if I want to return or get a refund on my order?

You may return your order at any one of our stores. Simply take the items you are wishing to return, along with your order number and the team can process this for you.

Alternatively, you can email us at with your order number and details for the return.

All goods returned to us will be at your expense unless you are entitled to return the goods at law. In these rare circumstances, a paid return label will be supplied to you by our customer service team.  Any additional packaging, express postage costs etc will not be covered by us. 

Once we have received the order at our warehouse, we will process the refund back into your original payment method. 


Warranty, Returns & Exchanges

I purchased the wrong size collar for my dog online, can I exchange it?

Yes! Please bring the item in to your nearest store and we will happily help you select the right size. If the nearest store is too far away, you can also send the item back to our Online Store for our team to swap the item over to a different size for you. Please contact our Best Friends Customer Service team for support 

I have purchased an item in store, can I send it back for a refund/exchange?

Unfortunately not. Any item that has been purchased in store needs to be taken back to any one of our stores where our team can assist you with an exchange or refund. Only online purchases can be sent back to the online store at this time.

Can I return my item if I change my mind?

Unfortunately due to high demand for our products we are suspending our change of mind returns policy until further notice.  From 20 March 2020 we will no longer be accepting returns for change of mind. 

For all other information relating to returns please refer to our Returns and Exchanges information page

Can I return an item that has arrived damage or is faulty?

Absolutely! We will always endeavour to ensure your purchase arrives in great condition and is of high quality, however we understand there may be a time that you are not happy and we are here to help.

Returns will be accepted in person at any of our stores by taking your item in to store along with a copy of your electronic invoice.

Alternatively, returns can be sent to the following address:

Best Friends Pets Online Store

Shop 1, 2-6 Sloane Street

Maribyrnong, Victoria, 3032

For all other information relating to returns please refer to Returns and Exchanges information page

Do you have Click and Collect?

Not today, but it is coming soon!

Do you ship outside Australia?

No, we currently only delivering to our customers in Australia.


Products, Prices & Stock Availability

Do the prices shown online include GST?

Yes, all of our prices include GST.

Are all products online available in store?

Yes! All of our products online are also available in our retail stores. Stock on hand and availability will vary from store to store, so if you are after a specific item please call our store team in advance to check if it available at your store 

I can’t find my usual product online, are you not stocking it anymore?

We are still stocking all the Brands you know and love in our retail stores. We are continuing to add items to our online store daily so all your favourites will be available soon!

Items that are out of stock at our online fulfilment centre will not be shown online, but will be available again to purchase as soon as our next order arrives. 

Can I get my VIP discount online?

Yes! As a VIP, you can also receive your 10% discount online, plus all the other great member exclusive offers. Don’t forget to log in to your account so you can see your VIP price!

Do you have the same price online as you do in store?

Yes, we have the same price online as we do for our regular full price in stores.

Do you price match?

We will always match any local competitor’s everyday or advertised in-store price on any in-stock identical item whilst you are shopping in store.  If you are comparing our price to an online price, we will include the shipping cost as well for a fair comparison.  

If you are in store and want to price match, please show us the cheaper offer on your device so we can verify the price.

What happens if there is a recall?

On rare occasions, there may be a recall from one of our suppliers. If there is a recall and we know you purchased that item and we have your details, we will contact you and let you know all the details and confirm with you next steps.

Any product recall will also be listed on our website.  



Complete Care

Can I purchase or renew my Complete Care online?

Not at the moment. All Complete Care subscriptions need to be purchased at an Our Vet location. Our Veterinarians and Nurses will be able to take you through everything you need to know.

Please visit our complete care information page, your local store or contact us for further information.

Can I use my Complete Care online?

Not today, but very soon. You can continue to receive your 20% discount on all in store purchases. If you do want to purchase online, please sign in using your complete care email address and you will be able to receive a 10% VIP discount for all online purchases.