FAQs

Am I eligible for free shipping?

We currently offer free shipping within Victoria (VIC) for orders over $79 AUD.

For customers located outside of Victoria, a shipping fee will apply. This fee is calculated based on the parcel’s size, weight, and delivery postcode.

For example, larger items such as a cat tree for large cats may incur different shipping costs compared to smaller accessories due to their size and packaging requirements.

When will I receive my order?

For domestic shipping within Australia, standard delivery times are usually: Metro areas: 2–5 business days Regional areas: 3–7 business days Remote areas: 5–10 business days

Please note that delays may occasionally occur due to public holidays, weather conditions, or courier network issues. Once your order is dispatched, you’ll receive a tracking number to follow the progress of your delivery.

What are the shipping options?

We partner with multiple trusted couriers to ensure fast and reliable delivery across Australia:

Sendle – Ideal for metro and residential deliveries, with carbon-neutral shipping.

CouriersPlease – Fast and reliable for urban and suburban areas.

Australia Post – Used for PO Boxes, rural, and remote areas.

Depending on the product type—such as lightweight essentials like tofu cat litter australia or bulkier pet items—we’ll select the most suitable courier to ensure safe and efficient delivery.

What do I do if I receive a defective order?

We’re sorry to hear that! If you receive a defective or damaged item, please contact us within 14 days of receiving your order.

To help us resolve the issue quickly, please provide:

Your order number

A brief description of the issue

Clear photos of the defective item and packaging

Once we confirm the issue, we’ll arrange for a replacement, exchange, or refund based on your preference. Please note: Items must be returned in their original packaging where possible.

How do I make changes to an order I’ve already placed?

If you need to update or change your order, please contact us as soon as possible.

You can reach us through any of the following methods:

Web Chat: Use the live chat feature on our website for immediate assistance

Email: Send your request to petroom@gmail.com or info@petroom.com.au

SMS: Text your request to 04 505 46688

We’ll do our best to make the changes before your order is dispatched. If the order has already been shipped, we’ll guide you through the next steps.

For more tips and updates, or to explore our full range of pet essentials, feel free to visit PetRoom—— your trusted destination for modern pet care.