FAQ

How much does shipping cost?

Absolutely nothing! We provide FREE delivery and tracking on all orders Australia wide (excluding the Northern Territory).

What payment options do you offer?

We accept payments via Afterpay, PayPal, and all major Australian credit and debit cards including Visa, MasterCard, and Amex.

Do you have an Australian Business Number (ABN)?

Yes, our ABN is 72153962167.

When will you dispatch my order?

We know you are keen to receive your order, so we aim to dispatch all products within one business day after payment is received.

How long will my order take to arrive?

Delivery times vary depending on your location and the size and weight of the product(s) in your order. The following timeframes are provided as a general guideline.

NSW & Victoria: 2-3 business days

QLD & SA: 2-4 business days

WA & Tasmania: 4-7 business days

Are your products easy to assemble?

Yes! Our products come flat packed and ready to put together. Assembly is easy, so no professional skills are required. All of our products come with full assembly instructions.

Can I pick up my order?

We do not currently allow orders to be picked up as our warehouse is not open to the public. We provide free delivery with tracking Australia wide.

How will you deliver my order?

We will select an appropriate courier based on your delivery location. We mainly work with Toll, Fastway Couriers, Direct Freight Express, Couriers Please, and Australia Post.

Can you deliver to PO boxes?

Unfortunately our couriers are not able to deliver to PO boxes due to the size and weight of our products. Please enter your residential address at checkout to avoid any delays in dispatching your order.

Can my order be left at my property if I'm not home?

Yes, we can give our courier the authority to leave your order on the property if you leave a note requesting this at checkout. Please note that by asking us to leave your order you accept full liability in the event that the goods are damaged or stolen. In some cases a signature may be required on delivery, in which case we won't be able to leave your order.

What if I miss my delivery?

Our courier will leave a calling card on your property (usually at your front door or in your mailbox) advising you on how to arrange a free re-delivery. Please note that if you miss the second delivery date, your order may be returned to us and additional fees may apply to send out your order again. For small products, our courier may leave a card advising you to pick your order up from your local post office.

How do I access the tracking information for my order?

We will email this to you as soon as your order has been dispatched.

What should I do if there is a problem with my order?

Please inspect your order upon reception and contact us immediately in the rare event that the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

How can I get in touch with you?

Please email us at pepperwoodpets@outlook.com or contact us through our website contact form which can be found by clicking the Contact Us page at the bottom of our website. We will respond to all enquiries as soon as possible (usually within 24-48 hours).