Frequently Asked Questions
Yes… You must be at least 18 Years of age to register or enter into a transaction on our website.
Do I Need to Register to Purchase Items?No… Of course not. You have the option to checkout as a “Guest” or to register with us for future convenience providing a fast and streamlined checkout and easy access to your order history and status. The choice is yours!
How do I Search the Site Quickly for the Item I Want?A quick and easy way to find an item you are looking for is to type a keyword into the “Search Box” on the menu bar and click on the “Search” button.
How Do I Place an Order?We have made the ordering process as simple and streamlined as possible. Step 1. Browse through our product range by clicking on the product categories in the left hand navigation column. If you find an item you wish to order click on the “Add to Cart” button for that particular item. Step 2. When you are happy with your “Carts” contents click on the “Proceed to Checkout” button. You will then be securely guided through the shipping and payment process.
Can I Change or Cancel my Order?Yes…You can cancel or change your order at any time prior to the goods being dispatched from our warehouse. Unfortunately, shipped orders cannot be cancelled or changed.
Is GST (Goods and Services Tax) Included in Your Prices?All Goods and Services provided directly by Spoilt Rotten Pets are inclusive of GST unless otherwise stated.
What are the Payment Options?Accepted methods of payment – PayPal Express (PayPal, Visa, MasterCard) Direct Deposit, Cheque or Money Order.
Is Your Site Secure for Credit Card Purchases?YES… Absolutely. We do not store your credit card details anywhere on our systems. All Credit Card transactions are conducted via a trusted third party payment processing provider with all sensitive information encrypted by SSL (Secure Socket Layer) technology.
What is a (Credit Verification Number) CVN or (Card Code Verification Number) CCV?The CVN (Credit Verification Number) or CCV (Card Code Verification Number) is a three-digit number located on the back of your Visa or MasterCard. It is the last three numbers in the signature panel on the back of your card.
How Much Will Delivery Cost?
All orders up to $50.00 in value will be charged a $5.50 (GST Inc.) "Flat Fee" for Postage and Handling.
All orders $50.00 and over shall include "Free Delivery"
All orders are usually shipped within 48 Hours of order placement and receipt of payment. You will be notified by email at the time your order is shipped. Orders should be received within 3-7 working days.
I Have not Received my Order, What Should I Do?If you have not received your order within 3-7 working days, please notify us at customerservice@spoiltrottenpets.com.au quoting your receipt or order number and we will follow up.
I Have Just Received my Item But it is Faulty or Damaged! What Should I Do?Spoilt Rotten Pets provide you with a *30 Day Satisfaction Guarantee. If the product you have purchased is faulty or delivered damaged, we will be happy to refund your money or exchange the item. * 30 Day Safisfaction Guarantee is only applicable to those orders placed via the Spoilt Rotten Pets website.
I’ve Received the Wrong Item! What Should I Do?Whoops… Sorry. Unfortunately, we occasionally succumb to human error. Please contact us immediately at customerservice@spoiltrottenpets.com.au with your receipt or order number, a description of what you should have received and a description of what you’ve received in error. Rest assured, we’ll get to and fix it straight away.
The Item I Have Received is Not as I had Expected! What Should I Do?Spoilt Rotten Pets provide you with a 30 Day Satisfaction Guarantee. If the product you have purchased does not match the description as advertised on our website or does not meet your expectations we will be happy to refund your money or exchange the item.
Do You Offer Rainchecks or Lay-By?We do not currently offer these facilities.
Do You Have a Newsletter That I Can Subscribe To?Sure we do… We want to keep you updated and informed of our special offers and promotions. We have provision for you to subscribe to our newsletter on most pages of our website.
Can I Unsubscribe From Your Newsletter?Yes… Absolutely. All of our newsletters include an unsubscribe link. Simply click on that link to unsubscribe.
Can I Purchase Your Products Offline?Whilst over 95% of our sales are processed via our website we do from time to time sell our products at selected pet shows and expos. To be kept informed of our special offers and promotions please subscribe to our newsletter.
How to Contact UsIf you have any enquiries about these Frequently Asked Questions or suggestions on how we may improve our service please feel free to contact us via email at faq@spoiltrottenpets.com.au or call us on 1300 768 966 (Toll Free) Monday - Friday, 9am - 5pm EST or,
By post:
Spoilt Rotten Pets
P.O. Box 1095
Lavington NSW 2641
or via our Contact Us form.