FAQs

Where do you ship from?

All PetNex orders are packed and shipped from Sydney, Australia.
We partner with trusted local couriers like Australia Post to ensure fast and reliable delivery across the country.

How long will my order take to arrive?

Orders are dispatched within 1-2 business days. Once shipped, orders usually arrive within 3-7 business days Australia-wide. We will send you relevant tracking numbers once your order is dispatched.

We provide same-day delivery for Hurstville local deliveries.

How much does shipping cost?

Standard shipping anywhere in Australia is $10 per order. We offer free shipping for orders over $110.

Refer to our Shipping Policy for more details.

Do you offer local delivery?

Yes! 🐶 We offer free local delivery to customers in the Hurstville area.
Orders placed before 12 PM are usually delivered the same or next business day.

Can I change or cancel my order after placing it?

If your order hasn’t been dispatched yet, you can cancel or make changes within 12 hours of purchase.

Once it’s shipped, we can’t make changes — but you may still be eligible for a return or exchange under our Refund & Return Policy.

How do I return or exchange an item?

Simply email us at support@petnex.com.au within 14 days of receiving your order.

Items must be unused, unwashed, and in original packaging.

Refer to our Refund & Return Policy for more details.

What if my item arrives damaged or faulty?

We’re so sorry if that happens!

Please contact us at support@petnex.com.au within 7 days of delivery with photos or a short video showing the issue.

How can I contact PetNex?

Our team is always happy to help!
✉️ support@petnex.com.au

We respond within 24–48 business hours.

You can also reach out to us on Instagram: @petnex_au

Do you have a physical store?

Not yet — PetNex currently operates online only, with free local delivery around Hurstville.

You can shop securely through our website and enjoy doorstep delivery.