Shipping & Return
Returns Policy
You may return most new, unopened items within 30 days of delivery for a refund, if you have paid postage for your order, we will send you a full refund (excluding cages), however, if we offered free shipping for your order, your refunded amount will have the shipping cost deducted. We'll reimburse the cost of return shipping (Standard shipping) if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks from the date we received the returned item(s)
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond in a timely manner with instructions on how to return item(s) from your order.
Exchange policy
If you wish to return an unopened and unused item, and exchange it to a different colour or size, you will need to contact us contact us on admin@thegeneralpetstore.com.au to check if we have the item you want in stock, and you will be responsible for the return postage and postage for the second delivery.
Shipping
How much does shipping cost?
VIC, NSW, ACT, QLD and SA: Free shipping for orders over $84
NT, WA andTAS: Shipping rates will appear at checkout,
How long does shipping take?
In-stock items ordered before 10am on a weekday will be dispatched within 48 hours. We ship all orders from our warehouse in Melbourne. Most metro area in VIC, NSW and SA, you can expect your order about 2-5 business days, metro QLD is about 3-7 business days, TAS, WA and NT will take a bit longer about 5-12 business days. If you are located in regional areas, you can expect your delivery any time from give days after the dispatch time. Please note, this time frame is an estimate only.
If you need the order urgently, please contact us prior you place your order.
Please note, Couriers Please is one of the main courier companies that we use, if the delivery address was unattended at delivery attempt, they will leave a card for you to collect your parcel at the nearest pick-up point. If you do not wish this to happen, please give authority to leave at checkout.
Can I come pick up my order?
Unfortunately, we are no longer opening for pick up.
Do you offer local delivery?
Yes, we offer local delivery for orders over $84 in Victoria to Bayswater, Boronia, Croydon, Heathmont, Ringwood, Vermont, Kilsyth, Montrose, Ferntree Gully, Upwey, Tecoma, Knoxfield, Scoresby, Glen Waverley, The Basins, Wantirna and Warranwood, Burwood East, Mooroolbark, Nunawading and Mitcham, the delivery time will be between 9am-2pm on weekdays, please make sure you give us permission to leave your parcel if there won’t be anyone available during 9am-2pm on weekdays to accept your delivery. Your frozen item will be delivered in carton with insulated linear to keep cold for 6-8 hours.
What happens if my order does not arrive in the estimated time frame?
Please feel free to contact the courier company directly with your tracking number or contact us on admin@thegeneralpetstore.com.au
Do you deliver to PO BOX, Parcel Collect and Parcel Locker?
Yes, we do.
Do you deliver outside of Australia?
Currently, we are not offering delivery outside of Australia.
What if I placed an order with an incorrect address?
Please notice us as soon as you find out the address is incorrect, we can still change your address if your parcel has not been dispatched, however, if your parcel has been dispatched and is with the courier company/ Australia Post, unfortunately, we are unable to change the delivery address anymore as it is out of our control, you can contact the courier company/ Australia Post directly with your tracking number to see if they might have a solution for you.
If the courier can manage to deliver the parcel to your correct address with an additional charge, we will contact you to organise the additional payment.
If the parcel ends up returned back to us, we will contact you to see if you are still in need of this order, a postage will be required to resend your parcel to you, or we can issue you a partial refund (we will deduct the postage we paid for your first delivery) if you decided you don't need this order anymore.