Frequently Asked Questions
WHERE DO I FIND INFORMATION ON PRODUCT SIZING?
You can find our size guides relevant to each product located on their respective pages. If you need further help with sizing, please email us at hello@wilkopetcare.com.
DO YOU SHIP INTERNATIONALLY?
Absolutely! Wilko Pet Care ships worldwide! Shipping rates will be calculated at checkout.
CAN I GET A REFUND OR EXCHANGE A PRODUCT?
Wilko Pet Care will happily exchange an item should the size or colour not be right for any "off the shelf" item. Please email us at hello@wilkopetcare.com where we will provide a return shipping address and organise a replacement size/colour. Exchange postage costs are at the customer's expense. Please include a prepaid postal satchel with your return, or an alternate method of payment can be arranged once the original item is recieved. Should it be deemed that the item is not in it's original condition and you would like the item returned it will be at your own expense. Should your item be custom made, to your choice of colour and or your specific measurements, then Wilko Pet Care will not exchange the item except for a manufacturing flaw/fault. We will only provide full refunds on the basis that we deem the product unused and is returned with it's original packaging.
You can find our size guides relevant to each product located on their respective pages. If you need further help with sizing, please email us at hello@wilkopetcare.com.
DO YOU SHIP INTERNATIONALLY?
Absolutely! Wilko Pet Care ships worldwide! Shipping rates will be calculated at checkout.
CAN I GET A REFUND OR EXCHANGE A PRODUCT?
Wilko Pet Care will happily exchange an item should the size or colour not be right for any "off the shelf" item. Please email us at hello@wilkopetcare.com where we will provide a return shipping address and organise a replacement size/colour. Exchange postage costs are at the customer's expense. Please include a prepaid postal satchel with your return, or an alternate method of payment can be arranged once the original item is recieved. Should it be deemed that the item is not in it's original condition and you would like the item returned it will be at your own expense. Should your item be custom made, to your choice of colour and or your specific measurements, then Wilko Pet Care will not exchange the item except for a manufacturing flaw/fault. We will only provide full refunds on the basis that we deem the product unused and is returned with it's original packaging.
WHAT PAYMENT OPTIONS DO I HAVE?
Wilko Pet Care offers three payment options: Paypal, Afterpay and Credit Card, powered by Stripe. Stripe is a transparent online payment system businesses use to accept credit card payments over the Internet. Stripe System have the most stringent level of PCI compliance and credit card security possible. Through Stripe you can pay with a VISA or Mastercard. Please note that we do not accept American Express. The currency displayed on Wilko Pet Care is in AUD. The bank that has issued your credit card determines the exact exchange rate that you will pay.
Wilko Pet Care offers three payment options: Paypal, Afterpay and Credit Card, powered by Stripe. Stripe is a transparent online payment system businesses use to accept credit card payments over the Internet. Stripe System have the most stringent level of PCI compliance and credit card security possible. Through Stripe you can pay with a VISA or Mastercard. Please note that we do not accept American Express. The currency displayed on Wilko Pet Care is in AUD. The bank that has issued your credit card determines the exact exchange rate that you will pay.
I MADE A MISTAKE ON MY ORDER, CAN I CHANGE IT?
If your order hasn't been shipped, and it is an "off the shelf item" we will do our best to accommodate changes to your order. Please notify us as soon as you can, as we ship 5 days a week. Wilko Pet Care is not responsible if the order has been shipped and there is a mistake in order information (e.g. postal address, size, colour).
If your order hasn't been shipped, and it is an "off the shelf item" we will do our best to accommodate changes to your order. Please notify us as soon as you can, as we ship 5 days a week. Wilko Pet Care is not responsible if the order has been shipped and there is a mistake in order information (e.g. postal address, size, colour).
WILL I BE CHARGED CUSTOM FEES OR TAXES?
As the customer, you are liable for all import duties, customs and taxes applicable to your order. Please note that Wilko Pet Care does not have any control of any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country. Since these fees are not computed nor applied to orders by Wilko Pet Care, please contact your local customs office to find out more information if you are unsure of the charges.
As the customer, you are liable for all import duties, customs and taxes applicable to your order. Please note that Wilko Pet Care does not have any control of any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country. Since these fees are not computed nor applied to orders by Wilko Pet Care, please contact your local customs office to find out more information if you are unsure of the charges.
WHERE CAN I FIND MY TRACKING DETAILS?
Once your order has been shipped you will receive an email notification with tracking details. Please note if you type your email address incorrectly into your order, then you won't receive your tracking number. Alternatively, you can log into your Wilko Pet Care account at any time and click on your order, which will show your tracking details.
Once your order has been shipped you will receive an email notification with tracking details. Please note if you type your email address incorrectly into your order, then you won't receive your tracking number. Alternatively, you can log into your Wilko Pet Care account at any time and click on your order, which will show your tracking details.
MY ITEM SHOULD HAVE ARRIVED BY NOW. WHERE IS IT?
To check the status of your delivery, go to the freight company's tracking facility through their website and enter the tracking code you were issued/emailed and this will give you details of where your parcel is. Public Holidays, including but not limited to Christmas, New Year and Easter periods can cause delays. Shipping time frame is out of Wilko Pet Care's control once your package has been sent. Should your shipping status not be clear, please contact us at hello@wilkopetcare.com and we will happily help you out.
To check the status of your delivery, go to the freight company's tracking facility through their website and enter the tracking code you were issued/emailed and this will give you details of where your parcel is. Public Holidays, including but not limited to Christmas, New Year and Easter periods can cause delays. Shipping time frame is out of Wilko Pet Care's control once your package has been sent. Should your shipping status not be clear, please contact us at hello@wilkopetcare.com and we will happily help you out.
I DIDN'T RECEIVE MY PACKAGE AT ALL. WHAT CAN YOU DO?
Wilko Pet Care is not responsible for any lost or stolen packages. Please ensure that the postal address provided with your order is a safe address to leave your package if no one is home. Should your package get lost in the mail, we can provide shipping details, however, it is the customer's responsibility to follow up with the postal service.
Wilko Pet Care is not responsible for any lost or stolen packages. Please ensure that the postal address provided with your order is a safe address to leave your package if no one is home. Should your package get lost in the mail, we can provide shipping details, however, it is the customer's responsibility to follow up with the postal service.
HOW MUCH IS SHIPPING?
- We offer a base domestic standard shipping rate of $9.95 Australia wide. Please note, depending on your location in Australia, there may be an added cost charged by the shipping courier (which will be calculated at checkout),
- We offer free domestic standard shipping Australia-wide for orders over $75,
- We offer a base domestic express shipping rate of $19.95 Australia wide. Please note, depending on your location in Australia, there may be an added cost charged by the shipping courier (which will be calculated at checkout),
- We offer free domestic express shipping Australia-wide for orders over $100,
- International shipping costs and import tax & duties may fluctuate. It is not Wilko Pet Care's responsibility to communicate this information with the customer. As the customer, you are liable for all import duties, customs and taxes applicable to your order. Please note that Wilko Pet Care does not have any control of any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country. Since these fees are not computed nor applied to orders by Wilko Pet Care, please contact your local customs office to find out more information if you are unsure of the charges,
- PLEASE NOTE: if you have accidently mistyped the shipping address we can modify these details for you provided your order has not already been shipped. Unfortunately, Sendle does not offer a redirection option once the parcel is in transit to its destination. Click here to find out why. Because of this, we're unable to modify your order details at this stage. It is absolutely crucial that you provide us with the correct address as we are unable to retrieve it once it is in transit.