FAQ

How can I help you?

How can your prices be so cheap?

By operating online and not having an actual physical store, we can keep our costs down. We have also been able to negotiate discounts with our wholesalers because we sell so many products each month.
If you find the total price of the products you wish to buy advertised cheaper on any other online store just contact us and we’ll match it*. (After including all taxes, postage and handling charges and insurance costs - applies to the "total basket price". )

Is Shopping with Petdrew secure?

Buying online from Petdrew is safe and reliable. To ensure your payments are secure we use the latest available encryption technology (also known as SSL Technology). We use leading payment processing providers Paypal to process visa,mastercard, american express and paypal payments in real time. Your credit card details are never sent by email and we will never disclose your personal details to anyone without your permission. For more details, read Our Guarantee.

5

How long will my order take to arrive?

A recent analysis of our orders shows that Worldwide shipping with the Air mail or E-packet the average time from order to delivery is 10-21 business days with 85% of orders arriving in 14 business days or less and 15% of orders arriving within 23 business days or less.  

 
Please remember we are unable to guarantee actual delivery times as this depends on a number of factors including the amount of mail the post office has to process at the time and whether or not you live in a metropolitan area and of course, Covid 19 restrictions have had a huge impact on delivery times. 

 
You can track the progress of your order using the tracking number we provide you. Using that tracking number you can see the progress of your order and anticipated delivery date.  If the order does not arrive by the anticipated delivery date given by the delivery company which is the Post office in your country,   you should lodge a query with that company. 

 
In the unlikely event that the Post office advises that your order is lost in transit or it arrives damaged or broken,  it is covered by Our Guarantee.

I want to change my order, what do I need to do?

Please contact us immediately via email our dispatch team at support@petdrew.com
We try to dispatch orders as soon as possible and often dispatch on the same day as the order is made, so its important that you let us know of any changes as soon as possible.

I’m not happy with my order, what can I do?

If for any reason you are not happy with any products you order when you receive them, send us an email (support@petdrew.com) and tell us why and then just return it (unopened in the original packaging) for a replacement or refund.

Lost or stolen order

Please ensure that you provide your full address when ordering. We cannot be responsible for non-delivery if you do not provide the correct address. Please also ensure that there is a safe and secure place for our delivery partners to leave your parcel. We accept no responsibility for and will not give any refund for orders which are lost, stolen, damaged or misplaced once delivered to your address.

Our Guarantee

Quality:
All the pet products sold on Petdrew are selected by our qualified, licensed veterinary pharmacist to ensure that they are safe products from reputable companies we trust. All products sold by us are brand name, and have the longest expiry dates available.

We wouldn't sell anything that we wouldn't use on our own pets.


Price:
Our bulk buying power and our lower overheads mean we can offer terrific savings. Most of our products are between 20 and 40 percent less than the recommended retail price. Standard shipping starts at just $3 for tracked postage, handling and insurance for each order delivered anywhere in the world.


Low Price Guarantee:
We're proud of our low prices. If you find the total price of the products you wish to buy advertised cheaper on any online store in Australia we will match their  price*.  


Prompt Shipment:
Your order will be dispatched within 3 working days whenever possible. If, for some reason outside our control, we can't dispatch your order within 5 working days, we will contact you so that we can make alternative arrangements or, if you prefer, cancel and refund your order.


We are unable to guarantee actual delivery times as this depends on a number of factors including the amount of mail the post office has to process at the time and whether or not you live in a metropolitan area and of course, Covid 19 restrictions have also had a huge impact on delivery times. 


Please ensure that you provide your full address when ordering. We cannot be responsible for non-delivery if you do not provide the correct address. 


All orders are your responsibility once delivered to your address (whether or not someone is home to accept collection).  


In the unlikely event that the delivery company advises that your order is lost in transit or it arrives damaged or broken, please contact us and we will arrange for a replacement to be shipped or a full refund.