FAQ

Simple Pet Co - Australian Customer FAQ

1. Shipping & Delivery

Do you ship Australia-wide?
Yes, we ship to all states and territories across Australia, including regional areas.

How long will my order take to arrive?
Standard shipping typically takes 7-14 business days. You will receive a tracking number as soon as your order is dispatched.

Is shipping free?
We offer free standard shipping on all orders over $35 AUD. For orders under $35, a flat shipping fee applies.

2. Returns & Refunds

What is your return policy?
We offer a 30-day satisfaction guarantee. If you are not happy with your purchase, please contact us within 30 days of receiving your item for a return or exchange.

How do I start a return?
Simply email our support team at support@simplepetco.com.au with your order number and reason for return.

3. Product Safety & Care

Are your materials pet-safe?
Absolutely. We prioritise non-toxic, BPA-free, and high-durability materials. Many of our products, like the Diatomite Mats, are made from 100% natural minerals.

How do I clean the Diatomite Mat?
For light stains, wipe with a damp cloth. For deeper cleaning, rinse under running water and let it air dry. Avoid using harsh chemical detergents.

4. Orders & Support

Can I change my order after it's placed?
If your order hasn't been processed yet, we can update your details. Please contact us within 2 hours of placing your order.

How can I contact support?
Email us at support@simplepetco.com.au. We typically respond within 24 hours (Monday-Friday).