Help centre
Frequently asked questions
Answers on delivery, returns, sizing and accounts. If something is not covered here, our Perth-based team is happy to help.
Delivery
Costs, timing and tracking.
Do you deliver across Australia?
Petwhisk delivers to eligible Australian addresses. Availability, cost and timing depend on the product and your postcode, and are confirmed at checkout before payment.
How much does delivery cost?
It varies by product size, weight and destination. The exact cost is calculated and shown at checkout before you pay, so there is never a charge added afterwards.
Why has my order arrived in more than one parcel?
Products in a single order may be prepared from different fulfilment locations. Each parcel is dispatched separately and you receive tracking for each one as it leaves.
Can I track my order?
Yes. Tracking details are emailed as each parcel is dispatched, and are also available under Orders in your account.
Returns & refunds
Faults, change of mind and processing times.
What if my item arrives damaged or faulty?
Contact us with your order number and clear photographs. We will assess the issue and provide a remedy consistent with Australian Consumer Law.
Can I return something I have changed my mind about?
Get in touch with your order number and we will talk through the options. Items need to be unused and in their original packaging for a change-of-mind return to be considered.
How long do refunds take?
Once a return is received and assessed, refunds are processed back to the original payment method. Your bank may take a few additional business days to show it.
Products & sizing
Choosing the right fit and using it safely.
How do I choose the right size?
Every product page lists full dimensions and, where relevant, suggested pet sizing. Measure your pet and the space you have before ordering. If you are between sizes, size up — slightly too large still works, too small usually does not.
Are the products safe for my pet?
Products are reviewed for everyday usefulness, clear information and supplier reliability before being listed. Always supervise a pet with a new item, and follow any care or assembly guidance included.
Do you offer assembly instructions?
Items requiring assembly include instructions in the box. If anything is missing or unclear, contact us and we will help.
Orders & account
Guest checkout, addresses and order history.
Do I need an account to order?
No. You can check out as a guest. Creating an account makes it easier to track orders and reorder later.
How do I change my delivery address?
Addresses can be updated under Addresses in your account. If an order has already been placed, contact us quickly — we can sometimes update it before dispatch.