FAQS

Online or by simply ringing & emailing the Butlers your order. We will place the order in next to no time.

The Butlers focus on metropolitan Sydney and can arrange for interstate delivery. We do not deliver overseas.

Only one delivery address per order will be accepted therefore if you wish to ship to multiple addresses you will need to create separate orders.

Delivery in metropolitan Sydney should take between 1-3 business days. Excluding public holidays, interstate deliveries can take 3-5 business days. Delivery date is dependent on order date and distance of delivery destination.

If you are not at home we can leave your order wherever you want us to leave it.

Your order will generally be delivered during business hours 8am – 8pm.

Items returned after 7 days may not qualify for a refund, or may incur a refund fee.

We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health procedures. Please make your selections carefully, and double-check your order before contacting us.

Drugs cannot be returned if the packaging has been opened or tampered with. If you have any questions regarding the drug or treatment you purchased, please ring a Pet Butler representative. Some consumables such as shampoos cannot be refunded if the packaging is opened and/or the product has been used.

In the unlikely event that you have received a damaged product, please email photos of the damaged item to thebutler@petbutlers.com.au, include your invoice number, name and products ordered and we will work with you to resolve the issue and offer the best solution.

Order cancellations are instant via telephone providing contact is made with one of our Pet Butler representatives. Simply contact us on 1300 992 855. If making a cancellation request via email (thebutler@petbutlers.com.au) you must allow 48 hours (excluding non working days i.e. weekends and public holidays) for the email to be processed and the order cancelled. Goods already shipped before a cancellation request is processed (within 48 hours for email or before telephone advice) can be recalled/returned, however delivery/courier charges cannot be refunded.

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You cannot make changes to your order once you have ordered. However if you do wish to change or cancel your order please contact a Pet Butler representative on 1300 992 885 or email us at thebutler@petbutlers.com.au within 24 hours and we will attempt to stop the order before it has been dispatched.

IMPORTANT – No credits, or refunds can be given without first speaking with a Pet Butler representative. We must first investigate the issue and then hopefully initiate the procedures for either a return or refund.

Your Rights under the Australian Consumer Law – Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

At Pet Butlers our ultimate goal is to deliver the best service to our customers. Provided are frequently asked questions in relation to everything from delivery to refunds and returns. In the event of receiving the wrong or acquiring a damaged product please first read our refund and returns policy.