Help & FAQs
Why Shop with Us?
- WE LOVE PETS!
- Quality products at competitive prices.
- 100% Satisfaction guaranteed with our 60-day exchange or refund policy.
- We sell only brand new and genuine articles, no fakes or replicas.
- Safe and Secure Shopping. No risky postage from overseas or customs delays or import duties.
- Prompt & Friendly Service.
- Personal, one-on-one attention from a real human being who can answer your questions or help you with your order.
- Buy any time: 7 days, 24 hours
- You can call our Melbourne-based customer service team!
- Fast Dispatch and Quick Deliveries - our stock is located in Australia!
- We are Australian owned, not a faceless multinational corporation owned by an equity company with no interest in pets.
What is the condition of the item?
We only stock items that we would be happy for our pets to have – and they’re a fussy lot!
All products from Lucky Pet are Brand New, Original and Authorised. We do not sell cheap rip-offs – we respect manufacturer copyright and the quality assurance that this entails. That’s why we stand behind our products with our 60-day money back guarantee.
Please note: From time to time, product packaging or minor details may be updated without notice. Rest assured that the product you have purchased is exactly as described, even if the packaging is not what you see in the images provided.
DOA items (broken or damaged on arrival)
All items are inspected at time of packing to ensure no missing parts or damage. If your item/s arrive damaged or missing components, please contact us within 5 days of receipt of goods. Proof of damage and/or return of item may be required to obtain a refund/replacement.
Return to Sender
Any item that is marked Return to Sender for any reason (for example, refusal at address, incorrect address or unclaimed) will be refunded upon return to our warehouse. All Return to Sender parcels are refunded minus a return fee of $13 and any other fees incurred (such as Afterpay or Zippay Fees) and original postage costs.
Please note that some larger, heavy items such as cat scratch poles and centres, and Patiolink Doors may be chared a $30 RTS fee. If the RTS item is to be reposted or refunded, the Return to Sender fee is charged to the buyer on top of the original postage cost and repostage fee.
Please do not return items by COD or Return to Sender - contact us before you return anything to avoid additional fees.
What if I want to get more information about the product that I am interested in?
Please read our listing description as we try our very best to include all the information available. However, if you have any more questions, please message us or shoot us an email at firstname.lastname@example.org
What if the item I am looking is not listed or is out of stock?
Please contact us and we’ll look up when we are expecting our next delivery. You can also sign up for a notification so you'll receive an email as soon as it's back in stock.
What if we can't find the item you've ordered?
All items are listed in good faith, however if for any reason we cannot supply an item after sale, we will notify you immediately, and refund your payment if it has been made or make alternative arrangements agreed to by both parties...
At Lucky Pet, we value your business and your time! We fully understand that today's online shoppers are looking for Easy, Efficient and the Great deals. If you happen to find a cheaper price an identical stocked item, we will try to either match or beat this price for you as long as it's a genuine item - remember, if it's too good to be true, it's often not true. Just send us a message. And just a gentle reminder, Lucky Pet is, literally, a small family-owned business. While we will do our best to match prices, we prefer not to race to the bottom, so may not always be able to price match... We hope you understand!
Can I change or cancel my order after I've placed it?
All orders are managed in real time 24 hours a day, 7 days a week to ensure super fast dispatch and delivery. As soon as you place your order, it is sent automatically to the warehouse and they pick and pack quickly. That means we cannot alter or cancel orders. You are welcome to return your order to us if you change your mind (but not via Return to Sender as per our policy).
While Lucky Pet strives to ensure the accuracy of its product images and information, some manufacturing changes to packaging and/or ingredients may be pending update on our site. Although items may occasionally ship with alternate packaging, freshness, and the correct product, is always guaranteed. We recommend that you read labels, warnings and directions of all products before use and not rely solely on the information provided by Lucky Pet.