Contact information
Last updated: 28 June 2026
This Contact Information Policy applies to www.thepetgoods.com.au, operated by Ecommerce Advisory Group Pty Ltd, ABN 16 689 668 371, trading as The Pet Goods.
This policy explains how customers can contact us for order support, shipping enquiries, returns, refunds, faulty items, damaged deliveries, product questions and general customer service.
1. Business details
Store name: The Pet Goods
Website: www.thepetgoods.com.au
Operated by: Ecommerce Advisory Group Pty Ltd
ABN: 16 689 668 371
Customer service email: info@thepetgoods.com.au
Phone: 1300 539 211
Mailing address: 40 Montana Street, Glen Iris VIC 3146, Australia
2. Primary customer service contact
For the fastest and most accurate support, please contact us by email at info@thepetgoods.com.au.
When contacting us, please include as much relevant information as possible so we can assist you efficiently.
For order-related enquiries, please include:
- Your order number;
- Your full name;
- The email address used to place the order;
- A clear description of your enquiry; and
- Photos or videos where relevant, especially for damaged, faulty or incorrect items.
3. Phone support
You can contact us by phone on 1300 539 211.
If we are unable to answer your call immediately, please email us at info@thepetgoods.com.au with your order number and enquiry details. Email is our preferred support method because it allows us to review order details, tracking information, supplier updates and any photos or videos related to your enquiry.
4. Mailing address
Our mailing address is:
The Pet Goods
Ecommerce Advisory Group Pty Ltd
40 Montana Street
Glen Iris VIC 3146
Australia
This address is for mailing and business correspondence purposes only.
Please do not send returns to this address unless we have specifically instructed you to do so in writing. Because we use multiple fulfilment procedures, the correct return address may vary depending on the product, supplier, fulfilment partner or retail partner.
5. No physical retail store
The Pet Goods operates as an online ecommerce store. We do not currently operate a public retail storefront for customer visits, browsing, order collection or returns drop-off.
All customer service enquiries should be submitted by email or phone using the contact details listed in this policy.
6. Response times
We aim to respond to customer service enquiries as quickly as possible.
In most cases, we aim to reply within 1 to 2 business days. Response times may be longer during weekends, public holidays, peak sales periods, supplier delays or high-volume periods.
Business days are Monday to Friday and do not include weekends or public holidays.
7. Order and shipping enquiries
For order and shipping enquiries, please email info@thepetgoods.com.au with your order number.
Please note that orders are generally processed within 48 hours, excluding weekends, public holidays and peak trading periods.
Estimated delivery time is generally 7 to 12 BUSINESS days after processing, depending on the product, delivery location, fulfilment partner, carrier and other factors outside our control.
We use Australia Post and other national courier networks in Australia. Some products may also be dispatched directly by one of our trusted suppliers, fulfilment partners or premium retail partners on our behalf.
8. Returns and refund enquiries
For return or refund requests, please email info@thepetgoods.com.au before sending any item back to us.
Please include your order number, the item you wish to return, the reason for the return and clear photos showing the product and packaging condition.
Change-of-mind returns must be approved before the item is returned. Approved change-of-mind returns are only accepted for eligible items that are unused, unopened, clean, in original packaging and in resaleable condition, as outlined in our Returns and Refunds Policy.
9. Damaged items on arrival
If your item arrives damaged, please contact us at info@thepetgoods.com.au within 24 hours of delivery.
To help us process a damaged-on-arrival claim, please provide:
- Your order number;
- A clear description of the damage;
- At least 3 clear photos showing the outer packaging, inner packaging and damaged item; and
- A video of at least 12 seconds showing the outer packaging, inner packaging and damaged item.
Please keep the item and all packaging until we have reviewed your claim, as the carrier, supplier, fulfilment partner or retail partner may require evidence to assess the matter.
10. Faulty or incorrect items
If you believe an item is faulty, incorrect or not as described, please contact us as soon as possible at info@thepetgoods.com.au.
Please include your order number, a clear description of the issue, photos showing the item and packaging, and a short video where relevant.
We will assess faulty, incorrect or not-as-described item claims in accordance with our Returns and Refunds Policy and your rights under Australian Consumer Law.
11. Product questions
If you have a question about a product, sizing, measurements, suitability, materials, care instructions or product availability, please email us at info@thepetgoods.com.au before placing your order.
For pet accessories, customers are responsible for checking product measurements, size guides and suitability before purchasing. Every pet is different, and products should be selected based on your pet’s size, breed, age, behaviour, strength and needs.
Nothing on our website or in our customer service communications is intended to replace veterinary advice. If you are unsure whether a product is suitable for your pet, please seek advice from a qualified veterinarian or pet care professional.
12. Social media and messaging
We may operate social media accounts or other communication channels from time to time. However, email remains our official customer service channel for order support, returns, refunds, faulty items, damaged deliveries and formal enquiries.
For privacy and security reasons, please do not post personal details, order numbers, payment information, addresses or contact information publicly on social media.
13. Privacy and customer information
When you contact us, we may collect and use your personal information to respond to your enquiry, process your order, manage shipping, assess returns or refunds, investigate product issues, prevent fraud, improve our services and comply with legal obligations.
We handle personal information in accordance with our Privacy Policy.
14. Australian Consumer Law
Nothing in this Contact Information Policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law or any other applicable law that cannot be excluded, restricted or modified.
If a product is faulty, damaged, incorrectly supplied, not as described, unsafe or otherwise fails to meet a consumer guarantee, we will assess the matter in accordance with Australian Consumer Law and our Returns and Refunds Policy.
15. Contact us
For customer service, order support or general enquiries, please contact us:
The Pet Goods
Operated by Ecommerce Advisory Group Pty Ltd
ABN: 16 689 668 371
Email: info@thepetgoods.com.au
Phone: 1300 539 211
Mailing address: 40 Montana Street, Glen Iris VIC 3146, Australia