Frequently Asked Questions (FAQ)

Are you an Australian Business

Yes we are. Our ABN is 74 152 194 664


Why should I buy from Pets Outerspace

Pets Outerspace is a Australian owned family company that are real hands on experts in the animal industry as well as experts in the use of the products we sell.  We provide expert advice both before and after sales to ensure you get the best possible results from your products. Our goal is to provide you with only the best quality, strength, reliability we can source. We do not use or sell inferior products. We do not take short cuts to cut on price and we do not sell what we would not use ourselves. We will not entertain inferior products that are likely to waste your money or worst still injury your pet.


How will my parcel be sent

At Pets Outerspace we utilize the Australia Post E-Parcel System for our smaller light weight products.  Then we use a variety of couriers for our larger products.  It can sometimes depend on your location and the item or number of items you have purchased. We make the best selection for you based on our experience.  Also, sometimes it can be a combination of couriers.


When will my product be dispatched

We ship all items within 24 hours.  Most items are shipped the very same day, otherwise they are shipped the very next business day..  Unless it is a public holiday or weekend.


How long will my order take to be delivered?

This depends on your location. Most items are delivered in 2 – 5 days. For the more outer areas it can take 2 – 7 days. Alternatively remote areas can take up to 7 to 10 business days for delivery.
Large heavy items usually take longer than the smaller items due to logistics.


Where do you ship to?

We ship throughout Australia and its territories. We also ship some items overseas, so please contact us for more details and postage costs.


Can you deliver to a PO Box

Yes we can for all our smaller items. However due to the size of pet enclosures they must be delivered to a physical address not a PO Box. Items over 20 kilos or one meter in length are not accepted by Australia post due to size.


Can I pick up my item privately

Absolutely.  Come and feel, touch, see or try out for size. Feel free to contact us to find out more.  We are more than happy to give you a demonstration or some training tips on best how to get the most of your product and pet. We are located in the Goulburn Valley in Victoria.


What payment methods do you offer

You have the choice to use either: Visa, Mastercard, Paypal, Electronic Bank Transfer,or Money order. Payments must be cleared before despatch can occur.


How do I find out my shipping costs

Please place your four digit postcode in the shipping calculator on the items page and press calculate. If you require a quote for international shipping please contact us. Postage is calculated according to your postcode address for delivery and the weight or cubic weight of the item itself. Each items weight is already added to the calculator for you.


Do you combine postage

Yes we try and combine postage where ever we can. Though not all items are stored in the same location, but please be assured we will always try and package and bundle items the best we can to give you the best possible postage costs. This will all be calculated for you in the shopping cart before final purchase.


Will my item have a tracking number

Yes all items will receive a tracking number and this will be emailed to you upon despatch.


Do I have to order online

No feel free to call one of our experienced team during office hours (9am to 5-pm AEST) if you would like any assistance choosing a product or if you would prefer ordering over the phone.


Can I get a discount for multiple purchases

Our prices are already one of the most competitive around. Our goal is to provide you with the best of quality and strength and not take short cuts in order to provide you with a cheaper quality item.


Do I need to pay GST

All our prices are inclusive of GST.


My item has not arrived. What do I need to do

Firstly please check your tracking details with the tracking number that has been emailed to your email address given. Most times, items may be waiting for collection at a post office. Or delivery was attempted and no one was home. You may need to organise a second delivery with the courier company. If you still have problems, please feel free to contact us.


Can I have my item left at my premises if no one is home.

Yes you can opt to give an Authority to Leave (ATL) if you feel it is safe to do so at your premises. This is not an option for the large dog runs that require assistance to unload. Once an item is delivered, it is then becomes the responsibility of the buyer.


Can I send to a different address other than my own

Yes you can do this. You just need to make sure that you fill out the shipping address details correctly.