Help & FAQs

We completely get it, we change our minds too! Once an order is placed, we are unable to alter or cancel it. If an item doesn't work out, you're welcome to exchange it for a different item or return it for a refund. Please see our Returns and Refunds FAQs below.

We'd love to hear from you! Call us on 02 6680 8121, email info@petcarebyronbay.com.au or use the form below. We'll get back to you within 48 hours.

You'll find us at Unit 4, 55 Centennial Circuit, Byron Bay NSW 2481. We're open Monday to Friday 9am–5.30pm and Saturday 9am–2pm (closed Sunday). Give us a call on 02 6680 8121 or email info@petcarebyronbay.com.au.

We currently ship Australia-wide only. We do not offer international shipping.

Orders are processed within 1–2 business days. Standard Shipping with Australia Post then takes 3–7 business days, and is free on orders of $100 or more that weigh under 6kg. Express Post is also available at checkout and takes 1–3 business days after dispatch. Remote and regional areas may take longer.

Yes! Choose Click & Collect at checkout and pick up your order for free from our store at Unit 4, 55 Centennial Circuit, Byron Bay. Orders are usually ready within 2 hours during trading hours, and we'll email you when your order is ready. Orders placed outside trading hours will be ready the next trading day.

Yes, we deliver locally to Byron Bay and surrounding areas: Bangalow, Billinudgel, Binna Burra, Brunswick Heads, Knockrow, Lennox Head, Mullumbimby, New Brighton, Newrybar, Ocean Shores and South Golden Beach. Delivery is free on orders over $100, and a $13.99 delivery fee applies to orders under $100. Local Delivery will appear as an option at checkout if your address is in our delivery area. Orders are delivered within 3 business days. If you're not home, we'll leave your order in a safe, shaded spot.

Yes, but for food safety reasons fresh, frozen and raw food is available for Click & Collect or Local Delivery only. We can't send these items by post or courier, as we can't keep them at a safe temperature in transit. Once your order has been left at your address it is your responsibility, so please make sure someone can bring perishable items in promptly, or call us to arrange a suitable time.

If you've changed your mind, you can return an item within 30 days of receiving your order. Items must be unused and unopened, in their original packaging with seals intact, and come with proof of purchase. For health and safety reasons, food, treats, fresh or frozen food and opened products can't be returned for change of mind. Return postage for change-of-mind returns is at your cost. If an item is faulty, damaged or incorrect, please contact us within 7 days of delivery. Please contact us before sending anything back, or bring it to our store with your proof of purchase. See our Refund Policy for full details.

Refunds are processed within 7 days from when we receive the item(s).