Frequently asked questions
Shipping & Delivery
What delivery options do you offer?
We offer Local Delivery to selected Melbourne suburbs, Standard Shipping to other eligible areas, and free Store Pickup from our Collingwood store. Available delivery options will be shown based on your order and delivery address.
How does Local Delivery work?
Local Delivery is available to selected postcodes. Orders of $69 or more qualify for free Local Delivery, while orders under $69 have an $8.95 delivery fee. We currently deliver on Monday, Wednesday and Saturday. Available delivery dates are shown when you select Local Delivery.
What is the cutoff time for Local Delivery?
The cutoff for the next available Local Delivery day is 6:30pm on the previous day. Monday and Saturday deliveries are generally made between 12pm and 8pm, while Wednesday deliveries are generally made between 6:30pm and 9:30pm.
Store Pickup
Is Store Pickup available and is it free?
Yes. Store Pickup is free from our Collingwood store. Pickup orders are generally prepared within approximately 2 hours. Please wait until your order is ready before coming to collect it.
Where do I collect my pickup order?
Pickup orders can be collected from Pawpular at:
6-8 Stanley Street
Collingwood VIC 3066
Returns & Refunds
What is your return and refund policy?
Eligible non-food items may be returned within 30 days of receiving your order, provided they are unused, in their original condition and packaging, and you have proof of purchase.
Pet food is not returnable for change of mind, including where a pet does not like or chooses not to eat the product. Sale items and gift cards are also not returnable.
If an item arrives damaged, defective or incorrect, please contact us as soon as possible so we can review the issue.
How do I start a return?
Please email info@pawpular.com.au before returning any item. Returns sent to us without first requesting a return may not be accepted. If your return is approved, we will provide the relevant return instructions.
What should I do if my order arrives damaged or incorrect?
Please inspect your order when you receive it. If an item is damaged, defective or incorrect, contact us as soon as possible at info@pawpular.com.au with your order details and information about the issue so we can review it and help resolve the problem.
Orders & Payment
What payment methods do you accept?
Available online payment methods are displayed at checkout. For in-store purchases, please ask our team if you need information about a particular payment method.
Do you offer Afterpay?
Yes. Afterpay is currently available for in-store purchases at Pawpular. Afterpay is not currently available through our online checkout.
Can I change or cancel my order after placing it?
Please contact us as soon as possible if you need to change or cancel an order. We will do our best to help, but changes or cancellations cannot be guaranteed once an order has been accepted or processing has begun.
I didn't receive an order confirmation. What should I do?
Please check your spam or junk folder first and make sure the email address entered at checkout was correct. If you still cannot find your confirmation, contact us at info@pawpular.com.au and we can help check your order.
Products
How do I choose the right food for my pet?
Every pet is different, and the right food can depend on factors such as age, size, lifestyle, preferences and dietary needs. We're happy to help you compare the products and options we stock. For medical conditions, prescription diets or specific health concerns, we recommend speaking with your veterinarian.
Store & Contact
Where is your store located?
Pawpular is located at:
6-8 Stanley Street
Collingwood VIC 3066
What are your opening hours?
Our current opening hours are:
Monday: 1pm - 6:30pm
Tuesday: 1pm - 6:30pm
Wednesday: 10am - 6:30pm
Thursday: 10am - 6:30pm
Friday: 10am - 6:30pm
Saturday: 10am - 6:30pm
Sunday: 10am - 6:30pm
How can I contact Pawpular?
You can contact us by:
Phone: +61 423 466 558
Alternative: 0402 936 448
Email: info@pawpular.com.au
You can also visit us at 6-8 Stanley Street, Collingwood VIC 3066 during opening hours.
Do you have a loyalty or rewards program?
Yes. Pawpular has a customer rewards program. You can use the Rewards button on our website to view the currently available earning and redemption options.