Shipping & Return
Returns Policy
You may return most new, unopened items within 30 days of delivery for a refund, if you have paid postage for your order, we will send you a full refund (excluding cages), however, if we offered free shipping for your order, your refunded amount will have the shipping cost deducted. We'll reimburse the cost of return shipping (Standard shipping) if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks from the date we received the returned item(s)
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond in a timely manner with instructions on how to return item(s) from your order.
Exchange policy
If you wish to return an unopened and unused item, and exchange it to a different colour or size, you will need to contact us contact us on admin@thegeneralpetstore.com.au to check if we have the item you want in stock, and you will be responsible for the return postage and postage for the second delivery.
Shipping
How much does shipping cost?
Please note, we don't ship orders over 3kg to PO BOX, Parcel Collect and Parcel Locker address.
VIC: Free shipping for orders over $65 within Metro VIC, including all cages. Shipping rates will show at checkout for orders under $65 and for other part of VIC.
NSW: Free shipping for orders over $65 within Metro NSW, including all cages. Shipping rates will show at checkout for orders under $65 and for other part of NSW.
ACT: Free shipping for orders over $65 within Metro ACT, including all cages. Shipping rates will show at checkout for orders under $65 and for other part of ACT.
SA: Free shipping for orders over $65 within Metro SA, including all cages. Shipping rates will show at checkout for orders under $65 and for other part of SA.
QLD: Free shipping for orders over $99 within Metro QLD, postage may apply to some areas if your order included a cage. Shipping rates will show at checkout for orders under $99 and for other part of QLD.
TAS: Shipping rates will appear at checkout, cages are unavailable to be delivered to some area in TAS, you can contact us prior placing an order, or we will get in touch with you if the courier are unable to deliver the cage to your area.
WA: Free shipping for orders over $99 within Metro WA, shipping rates will appear at checkout, cages are unavailable to be delivered to some area in WA, you can contact us prior placing an order, or we will get in touch with you if the courier are unable to deliver the cage to your area.
NT: Shipping rates will appear at checkout, cages are unavailable to be delivered to some area in NT, you can contact us prior placing an order, or we will get in touch with you if the courier are unable to deliver the cage to your area.
*** Please note, as our cages are over-sized items, delivery service might not be available at some areas, you can contact us to double check or we will contact you if we are unable to deliver the cage to your address.
How much is shipping for my cage order?
If you are located in metro VIC, NSW, SA and QLD (most part of Metro QLD), it will be free shipping for your cage.
If you are located outside of these areas, shipping rate will appear at checkout.
All Cage order will automatically given “ Authority to leave “ for delivery to minimise the chance of damage during transit, if you do not wish to give authority to leave, please leave a message at checkout.
If your order has included a cage and you are not in the free shipping areas, please choose the cage shipping rate at checkout.
How long does shipping take?
In-stock items ordered before 10am on a weekday will be dispatched within 48 hours. We ship all orders from our warehouse in Melbourne. Most metro area in VIC, NSW and SA, you can expect your order about 2-5 business days, metro QLD is about 3-7 business days, TAS, WA and NT will take a bit longer about 5-12 business days. If you are located in regional areas, you can expect your delivery any time from give days after the dispatch time.
If you need the order urgently, please contact us prior you place your order.
Please note, Couriers Please is one of the main courier companies that we use, if the delivery address was unattended at delivery attempt, they will leave a card for you to collect your parcel at the nearest pick-up point. If you do not wish this to happen, please give authority to leave at checkout.
Can I come pick up my order?
Sure, our pick-up hours are between 9am-12noon on weekdays, please make an appointment with us prior your pick up to avoid disappointment.
Do you offer local delivery?
Yes, we offer local delivery for orders over $65 in Victoria to Bayswater, Boronia, Croydon, Heathmont, Ringwood, Vermont, Kilsyth, Montrose, Ferntree Gully, Upwey, Tecoma, Knoxfield, Scoresby, Glen Waverley, The Basins, Wantirna and Warranwood, Burwood East, Mooroolbark, Nunawading and Mitcham, the delivery time will be between 11am-2pm on weekdays, please make sure you give us permission to leave your parcel if there won’t be anyone available during 10am-2pm on weekdays to accept your delivery. Your frozen item will be delivered in carton with insulated linear to keep cold for at least 8 hours.
What happens if my order does not arrive in the estimated time frame?
Please feel free to contact the courier company directly with your tracking number or contact us on admin@thegeneralpetstore.com.au
Do you deliver to PO BOX, Parcel Collect and Parcel Locker?
We only ship orders under 3kg to PO BOX, Parcel Collect and Parcel Locker, if your order is over 3kg, please provide a residential / street address.
Do you deliver outside of Australia?
Currently, we are not offering delivery outside of Australia.
What if I placed an order with an incorrect address?
Please notice us as soon as you find out the address is incorrect, we can still change your address if your parcel has not been dispatched, however, if your parcel has been dispatched and is with the courier company/ Australia Post, unfortunately, we are unable to change the delivery address anymore as it is out of our control, you can contact the courier company/ Australia Post directly with your tracking number to see if they might have a solution for you.
If the courier can manage to deliver the parcel to your correct address with an additional charge, we will contact you to organise the additional payment.
If the parcel ends up returned back to us, we will contact you to see if you are still in need of this order, a postage will be required to resend your parcel to you, or we can issue you a partial refund (we will deduct the postage we paid for your first delivery) if you decided you don't need this order anymore.
Can I have my order deliver to my PO Box or Parcel Collect address?
We offer delivery to PO Box and Parcel Collect address ONLY for orders under 2kg, for orders over 2kg of weight, we are unable to ship it to your PO Box or Parcel Collect address as it will be delivered by a courier company.