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Click & Collect
Click & Collect
We have now brought in CLICK & COLLECT from the store.
We have now have CONTACTLESS CLICK & COLLECT! Just call us when you arrive in the carpark with your parking location, and we'll bring your order out.
How long until my order is ready for pick-up?
Within 1 hour for orders placed before 12pm
For orders placed after 4pm, they will be ready the morning of the next business day.
We will send you a confirmation email to notify you the moment it's ready for pickup.
If an item is missing from your order it may not be ready within 60 minutes. A similar alternative may be provided if one is available.
How do I make an order for Click and Collect?
At the checkout, after you enter your shipping address you will be prompted for a delivery option. Here, choose 'PICK UP' and you will not be charged for delivery.
What do I need to bring with me to pickup my items?
You'll need to bring some photo ID so we can ensure your parcel gets safely delivered to you. It's also recommended you bring your confirmation email.
Can somebody else pick up my parcel?
Yes, they can, However, this person needs to be specified in the Add a not to your Order instructions. They must bring in their photo ID so we can confirm your parcel is going to the right person. If it's too late to place them in to the delivery instructions, give us a call to let us know.
What if there is an item missing from my order?
If an item is missing from your order, we will notify you right away. You may exchange it for a similar item if one is available. If not, we can refund you for that product, provide a credit, or place the item on Backorder where it will arrive at a later date.
Where do I pick up my order from?
Your order will be waiting for you at the front counter area inside our store.
For Contactless Click & Collect?
Please enter the Westfield Carpark by the Pacific Highway and give us a call to let us know were you parked.
Can I pick up my order over the weekend?
Yes, our store is open 7 days!
How long do I have to pick up my order?
We allow 7 days for your item to be picked up.
What times are you open so I can collect my order?
Please view our opening hours to see when the most suitable time for you to collect is. Or give us a call.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Out Of Stock (if applicable)
As being an online retailer and having a stand-alone store linked to this website. From time to time an item may be out of stock at the time of sale or a stock item might be damaged. We have made every effort to make sure our stock numbers are correct and items are in good condition. If an issue does arrive after-sale for any reason above we will refund your purchase and any postage cost or offer you a choice to exchange. Please note refunds payments can take up to 3 days depending on your bank.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. Please note can take 3 to 10 days for your bank to progress the refund.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Please note can take 3 to 10 days for your bank to progress the refund.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: Pampered Petz Hornsby, Shop 3003/4 Westfield Hornsby, 236 Pacific Highway, Hornsby NSW 2077, Australia.
You will be responsible for paying for your own shipping costs for returning your exchange item unless the item is damaged. Shipping costs are non-refundable.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Pampered Petz Hornsby, Shop 3003/4 Westfield Hornsby, 236 Pacific Highway, Hornsby NSW 2077, Australia
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Pampered Petz Hornsby is committed to providing exceptional customer service and quality products. We endeavor to make sure that all products listed on the website are currently in stock and pricing is true and correct.
Pampered Petz Hornsby delivers products Australia-wide using Australia Post or Aramex.
Flat rate Standard Shipping $9.95 Australia Wide. Spend $150 or more and receive Free Standard Shipping! We do offer Express Shipping for NSW residents only at this time which is $15.99.
For larger and bulky items, such as scratching post and large bags of food, hutches, and cages, and bulk good items. At this time can only ship to NSW Local Residents or Collect from Store. Some bulk items have a shipping fee of $15.00.
We thank you for your understanding of the above shipping fee and continue to help support local small businesses. As being a small business we are always looking for ways to keep the shipping cost down. We hope to bring 1 one flat fee for all of Australia soon.
Orders are dispatched within 3 business days and the delivery is estimated between 1-7 business days, depending on the method of transport and your location within Australia. Due to Covid-19, there might be a slight delay in sending your order.
Our main postage choice is Australia Post, from time to time will send good through another courier of our choice. *Please note: The timeframe below are estimates are from when the parcel is sent and only account for business days. All orders are processed and sent as soon as possible as we know how important it is to receive your purchase promptly. These do not include delays outside our control.
DELIVERY TIME FRAME:
Australia Post: 3 to 14 days from dispatch
Aramex Australia: 1 to 7 days from dispatch
Local Delivery: 48 business hours from the date of order
Click & Collect: Within 2 hours with orders place by 12pm Monday to Friday,
Pampered Petz Hornsby ships goods Australia-wide. At this time we do NOT accept international orders through our website, please contact us on (02) 9482 1321 or firstname.lastname@example.org to enquire about a special order.