Question 1

How do I change my order or address details?

Accepted Answer

Need to update something on your order? Please get in touch as soon as possible — we can usually make changes before dispatch.

How to request a change:

- Phone: 07 3521 8102
- Email: service@pacificpetsupplies.com.au

Please include your order number and the details you'd like changed (e.g. updated address, item changes).

Important: Orders can only be modified before they've been dispatched. Once your order has shipped, changes are no longer possible and our return policy will apply.

Question 2

How do I cancel my order?

Accepted Answer

To cancel your order, please contact our customer service team as soon as possible. Please include your order number and the reason for cancellation in your message.

Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

We will make every effort to process your cancellation before dispatch, but we cannot guarantee that your email will be reviewed in time.

Question 3

How do I track my order?

Accepted Answer

There are two easy ways to track your order:

Option 1: Use our tracking page
Visit our tracking page and enter your order number or tracking number.

Option 2: Use your shipping confirmation email
Once your order has been dispatched, you'll receive an email containing a tracking number and a direct link to the carrier's tracking page. Click the link or enter the tracking number on the Australia Post or DHL website.

Please note: Tracking information may take up to 48 hours to become active afte

Question 4

Why didn't I receive a confirmation email?

Accepted Answer

If you haven't received an order confirmation email, there could be a few reasons:

1. Email Address Typo: Double-check that the email address provided during the order process is accurate. A simple typo can prevent the confirmation email from reaching you.

2. Spam/Junk Folder: Sometimes, confirmation emails are mistakenly routed to the spam or junk folder. Please check these folders in your email account.

3. Email Delay: Occasionally, there might be a delay in the email system. It's worth wai

Question 5

What do I do if my item(s) arrives damaged?

Accepted Answer

We're very sorry to hear your item(s) has arrived damaged!

To help us resolve this quickly, please contact us with the following:

- Your full name
- Your order number
- A brief description of the issue
- A clear photo of the damaged item

Once we have these details, we'll be able to assist you further.

Question 6

What do I do if I receive the wrong item in my order?

Accepted Answer

We are very sorry to hear you received the wrong item in your order! Please report your order issue to our team here for further assistance.

Please include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.