Magento CommerceMagento Commerce

(03) 5622 0888

Monday to Friday     10am - 6pm
Saturday                      10am - 5pm
Sunday                           10am - 4pm
Public Holidays          10am - 4pm

1-133 North Rd., Warragul

General FAQ’S

The Frequently Asked Questions (FAQs) section will cover numerous questions that tend to get asked on a regular basis. I f you cannot find the information you are looking for within these FAQs, you can use the Contact Us page or call us at 03 5622 0888for assistance.

Technical Issues:

Any technical issues that are experienced while browsing our website and using its’ functions should be directed to us via e-mail. Please make sure to provide as much information on the problem as possible and include the browser version that was used to view our website. These details will allow us to quickly and effectively determine the technical issue at hand, which will allow us to bring the website to full working order.

Warranty / Returns FAQs:

How Can I Send In An Item That Is Under Warranty?
The warranty conditions and requirements will be shown within the Returns/Exchanges section of our website. Check there and below in other FAQs to find out exactly what you can expect when going through the warranty claim process. Make sure that you know how you can send in the item under warranty to prevent any issues or delays.

Will The Manufacturer’s Warranty Cover Items Not Under Warragul Pet Emporium Warranty?
Warragul Pet Emporium offers warranty on their products (non-perishables) for up to a year. However, we can potentially support a warranty claim as an intermediary between you and the manufacturer. For this service, we would require you to make an advanced payment for freight costs and any other relevant expenses. We also charge at least an admin fee of $25.00 when processing a third party warranty claim.

Can I Get A Copy Of My Receipt From Warragul Pet Emporium If I Lose My Copy?
In the same financial year, your invoice should still be accessible for us. We would need to get the order number from you in order to be able to send you a new copy of your receipt. This copy will be sent via PDF file to your e-mail address. Additional invoice copies that go back to previous financial years may come at an admin fee that goes upwards of $45.00 due to the work required to have the invoice found by our staff.

Will We Supply A Replacement Item Prior To Receiving Your Return?
Shipment of replacement items prior to receiving your returned package is prohibited. The item under warranty or item being returned must be received on our end before we can help you further. We apologize for the delay that may be incurred in some cases, but please understand that this is a strict policy for us.

What Are The Terms Of Your Refund Policy?
You can check the Returns/Exchanges section of our website to find out all the information you need to know on our terms and requirements for receiving a refund for your order. 

Security / Privacy FAQs:

How Do I Know My Payment Information Is Secure?
Credit card information is very sensitive and requires the utmost protection. We implement Secure Sockets Layer (SSL) encryption to our website to ensure this information is kept private. SSL encryption can be found in the payment processing stage of the ordering process, and it is implemented in certain other sections of our website to make sure your information is encrypted. We only keep the ending few numbers of your credit card on file after your order has been made.

Do I Have The Option To Not Order Online With My Credit Card?
Yes we accecpt bank deposit.

Will Any Of My Information Be Shared?
Warragul Pet Emporium respects the privacy of their customers. We do not ever share any of your information with third parties, business partners, or anyone for that matter. Information may only be shared in any capacity if accepted by the customer and for the purpose of making sure the transaction for the order is successfully completed.

Ordering / Payment / Freight FAQs:

What Payment Options Do You Support?
Currently, we provide our products through online ordering with payment via Credit Card. The cards that are currently accepted for payment are Visa and MasterCard.

How Much Does Freight Cost?
The cost of freight will vary depending on the specifics of your order. The size and weight of the shipment can play a major factor in the actual cost. The cost of freight may also be factored based on the shipment destination and amount of items purchased. Freight costs are automatically calculated within our online ordering process for orders all across the country. This will be priced in along with your order total once you reach the checkout page. 

Your Website Won’t Let Me Place An Order, What Should I Do?
If an error occurs when trying to place an order, please use the Contact Us page on our website and let us know the error that you are facing. Explain what is occurring and preventing you from completing the order in as much detail as possible. Include the browser type/version that was used. We will address this issue immediately and follow through with your order request manually if necessary.
What Is The Current Stage Of My Processed Order?
Once an orde r is processed, customers usually want to follow up and see the progress. Our website allows you to do this by simply going into your account and accessing the Order History tab. From here, you can view order status for any current orders and even orders from the past. If you wish to get more details from any of your orders or their stock status, then simply go to View Order in your account.

Can I Cancel My Order At Any Time?
Cancelling your order through our website is not an option. You will have to speak with our sales department to help you with completing this request. Cancellations are often completed immediately when requested via phone support. E-mail requests must have 48 business hours of notice in order for the request to go through. If the order has been marked as shipped, the order may be returned and you may be refunded minus the cost of freight.

Can I Send My Package To A Separate Address?
If you want to change the s hipping address for your account for an order, you can do so while at the checkout page for that order. Simply hit the Change Address button and input the appropriate shipping information. Stored shipping addresses may be selected to prevent the need of re-entering if you have already shipped to that address before. On the right side, you will have the ability to just create a separate address if you have not shipped to it in the past.

What To Do If Delivery Has Yet To Arrive?
If you have received shipping confirmation, the package should arrive within the slated time frame for your shipment method. The specific date that the package arrives will depend on the date it was sent from our post office, and the distance of the location that the package is going to. If you want more details on expected arrival time or if you believe your package is considerably late already, then you can contact us through either e-mail or phone support.

Can Orders Be Picked Up In Person?
We allow our customers to pick up their orders if they are in or visiting the area where our shops are located. We have numerous locations within Melbourne. When at the checkout page, look for the closest store to you.

What Should I Do If I Cannot Be Home To Receive The Package?
If you are not available to receive the delivery in person, then the courier is likely to put a note or card saying to call. You will have all the information necessary on this card to allow you to set up a new delivery date with the courier service. If no contact is made and you are unable to be reached after multiple attempts, it is possible that the shipment will be returned to sender. If it comes back to us, we can set up re-delivery at the cost of shipping the package again or we can provide a full refund minus freight costs.

My Account:

Where Do I Go To Edit My Account Information?
Account information may be entered by selecting the My Account tab and manually changing the information that needs to be changed. From here, you will have the ability to modify your billing and shipping address, phone number, account password, an d etc.

Unable To Access My Account - What Should I Do?
Account login credentials may be requested by selecting the Forgot Your Password option at the login page. This will provide you with an automated e-mail that includes your login credentials. If the e-mail does not hit your inbox within a few minutes, make sure it did not accidentally end up in your spam or junk folder. If you do not have access to the same e-mail address that was originally used to make your account, then creating a new account is the best option.

Why Must I Register To Place An Order?
Account creation is enforced to allow our customers to get the most out of doing business with us. By requiring signup for all orders, we allow certain features to be permanently available. This includes functions such as viewable order histories, shipping address lists, order status tracking, saved shopping carts, and much more.

Products / Prices / Stock FAQs:

Are The Stock Levels Listed On Your Website Accurate?
While we cannot ensure complete accuracy of all stock levels at any given time, we strive to make sure that this information is as accurate as possible. Use the stock levels listed for guidance purposes only, whether you are looking to place your order online or in store.

Are The Prices On Your Website Inclusive Of GST?
GST is included in the listed prices on our website. You will notice the GST total for your order once you reach the checkout page. This will be displayed via an order total which includes both the cost of the product(s) and GST applied. If necessary for taxation use, you can also view the GST invoice that is provided along with your order.

If Online / In-Store Pricing Differs, Which Do I Have To Pay?
The price of our products in our online website is usually the more accurate of the two. If you have any concerns with the pricing of any of our products, you can simply reach us via e-mail or phone support to make sure prices are accurate to date and to any advertising and promotional offers that may be available at the time.


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