FAQ’s

“Here are some answers to frequently asked questions. If your question is grooming related, ask our panel of groomers below or contact us. We are here to help.”

Do we have a minimum order?

NO, we do not have minimum order quantities, you can order as much or as little as you like. Please keep in mind though, the more you order the more economical the freight charge becomes.

How do I order your products?

Shop Online –  To ensure you are receiving the correct pricing when ordering online, you should register as a Pet Professional, Pet Distributor or Pet Owner before submitting orders on our website. Registering will also speed up the process when submitting future orders as your login details will bring up your details at time of checkout.

PET OWNERS – Please note, NO credit card details are retained when submitting payment on our website. Your card details are encrypted and sent directly to our bank NAB via our NAB Transact payment gateway.

PET PROFESSIONALS & PET DISTRIBUTORS – Due to varying payment terms and different freight calculations, you can only submit Purchase Orders on our website. If you are on a pre-paid account with us we will call and/or email you with the total invoice amount. Please note, if you are on a pre-paid account, your order will not be dispatched until payment is received.

Call Us

If you prefer to order over the phone, please feel free to call us to place your order on 07 5537 8350. One of our friendly staff members will be available to take your call Monday – Friday between the hours of 8:30am and 5:00pm EST. If you call outside these hours, you can leave a message for us.

Email Us

Another option is to email your order to info@petwaypetcare.com.au Please include the product, size and quantities you require along with your delivery details if you are new to us. Delivery details include your name, address, delivery instruction, phone number, ABN if Pet Professional.

If you are a Pet Owner or Pet Professional with a prepaid account you will also need to provide your card details for payment, including card number and expiry date. If not provided, we will call to arrange payment over the phone or email you the invoice for EFT.

What are your freight costs?

Pet Owner – Standard $7.50 including GST to anywhere is Australia

Pet Professionals – Standard Base Charge + cent per/kg + GST and Fuel Levy. We do not add any handling fees and only pass on the amount charged by Star Track Couriers. As we are based in Queensland we discount freight cost to WA and NT by 20% and charge Melbourne prices when sending to TAS to keep freight in line with the rest of the country.

PLEASE NOTE: Our couriers DO NOT deliver to PO Box Addresses, delivery address MUST BE Street Address. Thank you 🙂

When will my order be dispatched?

If you order is received before 4:00pm EST Monday to Friday your order will be dispatched same day. If your order is received and payment is required, it will not be dispatched until payment is made.

Are you products safe to use on other animals than dogs?

YES, our products are safe to use of animals other than dogs, such as cats, horses, caged birds and guinea pigs. Please ensure you read the labels though as some of our products MUST NOT BE USED ON CATS. Any product which contains Permethrin or Pine Oil is not safe for use on CATS.

Do you supply Material Safety Data Sheets?

YES, we do supply Material Safety Data Sheets. Please click on MSDS under either Flea & Tick or Grooming product and submit a request for the MSDS you require. We will then email you a copy of the relevant MSDS.

Are your products Australian Made?

Yes, we are very proud that our company is Australian Owned and our products have been manufacturing in Queensland, Australia since 1988.

What is your shampoos dilution rate?

Salon Bath – Dilute up to 30:1

Hydrobath – Add 5mls per liter

If you’re looking for specific product information contact Petway Petway.