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

Standard Delivery

Do I need to sign for my delivery?

No, during the COVID-19 period, deliveries will not require a signature. Deliveries will be left at a safe place at the delivery location where possible. If there is no-one available, deliveries will be taken to your nearest Post office.

When will my order arrive?


We are working on getting your orders our daily however Australia Post is experiencing some delays due to a reduction in freight capacity and an increase in parcel volumes. You can continue to check the status of your order through your tracking number which is emailed to you once you've placed your order. Some orders may be split into multiple deliveries which can be tracked via the same tracking number to provide you a real-time estimated delivery date. We recommend allowing additional time for orders to arrive when ordering food for your pet. 

For more information, please refer to Australia Post Updates here. We thank you for your patience during these times. 

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, PayPal, Google Pay, Apple Pay and Gift Cards.

Unfortunately, Zip Pay is not available on services within our store (Vet and Grooming).

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

Yes, you can use your gift card online. 

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 in stock. 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 it 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. Orders are currently sent from a Melbourne, Blacktown or Macgregor 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.


Gift Cards FAQ

How do i check my Gift Card Balance?

Enter your Gift Card number within the 'Gift Card Balance Check' section within the payment page of the checkout. 

Can i use gift cards online and in-store?

Yes, both virtual and physical gift cards can be redeemed online and in-store. Online requires the Gift Card number provided to be entered within the checkout and Instore redemption requires the printed Gift Card email with the barcode or physical gift card. 

Can i exchange my Gift Card? 

No, you cannot exchange your Gift Card for another Gift Card or tender, cash or discount

What if my Gift Card is stolen? 

Once gift cards are purchased, they are treated like cash, as lost or stolen cards cannot be replaced or refunded.

How will i receive my Gift Card that i purchased online? 

The recipient listed within the ordering process will receive an email containing the gift card details and barcode. 

Can I use multiple Gift Cards to pay for my order online? 

Yes, you may enter multiple Gift Cards to pay for your online order. Any remaining balance will be stored on your gift card. 

What if I have a faulty item and need a refund? 

If your item(s) are deemed to be faulty a refund will be placed back onto your virtual Gift Card, Physical Gift Cards will be replaced with a new Gift Card with the refund value. 

How long does my gift card last?

Gift Cards expire after 3 years from the date of purchase. 


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 4pm can be processed within 1 hour on the same day. If placed after 4 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. 

Can I price match on a Click and Collect Order?

Yes, simply contact us via our Contact us form or email customer service at with the item you'd like to price match and where you have seen a competitive price.
For more information regarding our Best Price Promise please click here.

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?

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. 

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 competitors every day or advertised price on any in-stock identical item.

What is included in our Price Match?

  • We will match any price inclusive of shipping for an identical item in stock by a local store or available from an Australian website (i.e. '' domain)
  • The competitor has the identical product in stock.
  • For price matching enquires via our online website; please email customer service.

Our Price Promise excludes:

  • clearance, end of range or stock liquidations;
  • any discounts for loyalty programs, memberships or subscriptions;
  • any discounts for cashbacks, coupons, promotional codes, gift card promotions, bundles, commercial quantities, damaged stock or repeat deliveries;
  • services;
  • marketplace, auction or classifieds websites;
  • quantities that we deem to be excessive in our absolute discretion;
  • not in conjunction with any other offer

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 this time, 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?

Yes, Complete Care discounts are now available online. Simply log in to your account and the discounts will reflect automatically. If you do not have a password for your account, simply select "Forgot Your Password?" at sign in and enter the email you provided during your in-store sign up. You should receive an email that will allow you to set your password and gain access to your account.

If you have any issues please contact us via our Contact us form or email customer service at