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

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, Visa and Mastercard. For online orders, we accept Visa and Mastercard.

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 its way to you, you can take the item 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.

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 with 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 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 with your order confirmation, in either printed or digital form.

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

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.
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 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 from a 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 damaged 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 into to store along with a copy of your electronic invoice.

Alternatively, returns can be sent to the following address:

Please contact our Customer Service team to arrange a return via

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

Do you have Click and Collect?

Yes, Click and Collect (C&C) is now available at 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 deliver 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. 

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.

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 next steps.

Any product recall will also be listed on our website.