Frequently Asked Questions


Have a question about Direct To Pet that you need help with? We've put our most frequently asked questions below. If you don't see your question, please ask out team at


Where is my order?

After placing your order with Direct To Pet, you will recieve an email to notify you that our team has recieved your order. Once your order is processed and shipped from one of our facilities we will notify you via email with your tracking information. View our shipping page to view estimated delivery times and if you believe there has been an error please contact us.

Can I place an order via the phone?

Currently Direct To Pet cannot accept payments or orders over the phone although if you are experiencing issues placing your order online please contact us here or email our friendly team at!

Company Information

Where is Direct To Pet based?

Direct To Pet is an Australian owned company based in Melbourne, Victoria. Learn more about us by visiting our About Us Page.

Can Direct To Pet be visited in person?

Direct To Pet is an eCommerce only business meaning that we only operate online and do not have a physical store that you can visit. This allows us to provide a wider range of products and more convenient and tailored service to our customers.

I require assistance, what do I do?

Our team would love to help you out! Please reach out to them by either clicking here or emailing us at

Shipping & Returns

Where are your orders shipped from?

Direct To Pet is an Australia-only pet supplies company. Depending on the items in your order and your location your order may be dispatched from either our Melbourne or Sydney warehouse. On some occasions we may ship directly from our suppliers warehouse within Australia, so items in your order may arrive at slightly different times and with different couriers.

Do you ship to Australia only?

Yes that's correct, Direct To Pet is a pet supplies company that serves Australia only and all products are shipped from within Australia from either Melbourne or Sydney.

How do I track my order?

Once your order has been shipped we will email you your tracking information and tracking number. Alternatively you can enter your tracking number with the correct courier below:

Australia Post:




Couriers Please:

Hunter Express:

Allied Express:

Please contact our team at if you are experiencing any issues.

How long will my order take to arrive?

We aim to get your order to you as fast as possible as we understand that sometimes your pet just can't wait to get their favourite treats, toys or surprises. As this is the case, most orders are dispatched within 1-2 business days and delivery to most areas within Australia should take between 2-8 business days from the day you order to arrive to your doorstep. These delivery times may be affected by location, product size and from which warehouse the product is being dispatched.

For more detailed shipping information click here.

Do you deliver Australia wide?

For the most part you can assume that Direct To Pet ships Australia wide, although there may be some instances where certain products cannot be delivered to certain post codes due to a number of factors including warehouse availability, total distance, weight and size. If there is an unexpected delivery fee we will typically cover this, although we will make contact with you in rare cases where we cannot.

Can my order be shipped to a PO box?

Of course! Direct To Pet can deliver to PO Box and parcel locker addresses although in some cases for larger items where there are specific weight and size restrictions your order may be delivered by one of our independent courier partners in which case we will contact you to request an alternate residential or commercial delivery address.

How much is the cost of shipping?

Shipping costs with Direct To Pet are calculated on a per-product basis which is dependent on weight and size. To get an exact shipping cost for a product/s you see on our website, simply add your product to your cart and add a shipping address and you will then be presented with the delivery cost.

Am I able to pay for an order and deliver it to someone else's address?

No problem at all, in order to do this please make sure that the shipping address at checkout is that of the recipient you wish to recieve the order and we'll happily send the order to them!

What time of day will my order be delivered?

Our couriers do not have a standard delivery time that orders are delivered to you on the specified day of delivery.

Due to it's convenience you may want us to notify our couriers to leave your package in a safe place at your shipping address if you do not happen to be available at the time of delivery.

For items sent via Australia Post and some courier partners you will have the option to pick up the item from their local depot if you happen to miss delivery or you can alternatively arrange a re-delivery time.

If you have any questions regarding shipping please contact us at

What if I am not home to accept my delivery?

If you are not home to accept delivery at the time the delivery is due to take place, our courier partner may leave your package in a safe place and notify you of this either via a text message or on the tracking information link you recieve via email after we have shipped your order.

If there is no safe place to leave your order, some couriers including Australia Post may take your product back to their depot wherebyby you can either arrange re-delivery or to pick up your product directly from them.

If you experience any trouble related to shipping please contact us at

Payment Information

What payment methods do you offer?

Direct To Pet offers a wide range of secure payment methods including credit/debit cards as well as Buy Now Pay Later options including Afterpay, Zip, Laybuy & Klarna.

At this time we do not currently accept payments via BPay or direct deposits.

Are your prices GST inclusive?

Yes, all product prices displayed include GST (Goods & Services Tax).

How do I use Afterpay?

To pay for your order via Afterpay, simply add your products to cart, enter your correct shipping & billing details and select Afterpay as your desired payment method. From there, you will be directed to Afterpay's website where they will walk you through the process of setting up an account if you do not currently have one. To learn more about Direct To Pet & Afterpay click here.

Can I pay via bank card, debit card or credit card?

Of course! Direct To Pet offers a wide range of payment methods including Buy Now Pay Later providers like Afterpay, Zip, Laybuy & Klarna although if you would like to pay for your purchase now you can use a debit or credit card at checkout.

Is it safe to pay for my order via your website?

To protect your information and keep your payment details safe and secure, Direct To Pet uses secure and encrypted payment gateways. This means that your personal details and payment information are protected throughout every step of the process.

There has been an error with my payment, what do I do?

If you have any concerns over billing, please contact us at (

Product Information

I don't see my favourite brand or product on your website. Can I make a request?

Of course! Direct To Pet is always on the lookout to expand the range of products we offer especially as we continue to grow into the future. If you have a product recommendation please let us know at

If you are a supplier, manufacturer or distributor of pet products and would like to see your products available on Direct To Pet please click here.

Coupons & Discount Codes

Do you offer discount codes or coupons?

Yes! From time to time, Direct To Pet will offer discount codes or coupons that can be used on purchases.

How do I redeem a discount code or coupon?

To redeem a discount code, coupon or voucher please add your products to cart, enter your shipping and billing information and at checkout enter the given coupon, discount code or voucher into the "gift card or discount code" box and make sure to click the "Apply" button to see the coupon discounted from the order total.

If you experience any problems with your discount codes, coupons or vouchers please contact our team at

Can I use multiple discount codes at once?

Only one discount code or coupon can be applied per order.