FAQs

Have you got a question for us? Just check out our frequently asked questions below. If you did not find the answer you are looking for, please feel free to contact us at team@sparklet.com.au. We’re here to help!

General

If you are unhappy with an item you’ve purchased from us, we have a hassle-free returns policy as well as a dedicated support team to make everything right for you. Simply contact us through live chat or wechat customer service, we will sort everything out. Please note that no credits or refunds can be given without first speaking to a Sparklet customer service representative.

Once food products and is opened by the customer, return will not be accepted unless there is quality issues, also certain items are exempted from return. For all these please talk to our customer service first.

Made a mistake while ordering? No worries. For one-off deliveries, you can cancel or change your order before it leaves our warehouse by calling our Customer Service team.

When you place an order online at sparklet, you will receive a confirmation email with a tracking number that you can use to track your order on its journey to your doorstep. If you think there might be an issue, feel free to contact us via email at team@sparklet.com.au, or talk to our customer service.

As a thank you to our valued customers we are introducing special offers to help keep your pet (and your wallet) happy! we select a range of products everyday for sale, please check often if you wanna find a bargain.

Shipping & Deliveries

Good news! We offer free shipping over $99 to most Sydney metro* areas . Other metro areas will have their maximum shipping cost capped, while shipping for non-metro and rural areas will depend on where you live and the size of your order.

* Please note metro areas are defined by our courier partner and their serviceable zones.

We ship to residential homes all over Australia! That said, sometimes our couriers cannot offer door to door delivery for more remote areas – in this case, your goods will be left at the nearest local post office for safekeeping until you’re ready to pick them up.

We are also happy to deliver to your workplace: just make sure you include your business name to make sure your order arrives promptly.

Unfortunately, We don’t deliver to Australia post-owned properties (this includes post offices, PO Boxes, Locked Bags, parcel lockers or parcel collection locations) because Australia Post restricts delivery to these locations.

That’s not a problem at all – just make sure you include the recipient’s name in your delivery address details to avoid confusion.

We understand that sometimes your pet just can’t wait to get their paws on their favourite treats or toys – which is why we aim to get your order to you as soon as possible.

Generally, orders placed before 12 pm will guarantee next day delivery by our own fleet in specified areas in Sydney. 

For items sent via post, your order may take up to 2 weeks. Unfortunately we cannot provide tracking for these orders. 

See our shipping page for more information.

Don’t forget that you can use the tracking number provided with your order confirmation to find an estimated arrival time for your order.

Our couriers do not have a standard time of the day that goods are delivered.

To make things easier for you, when you place order, make sure you give clear instructions on where the package should be left if you are not home, as we give our couriers “authority to leave”. We find that customers prefer this approach for its convenience.

For items sent via post, your order will arrive with your regular mail. 

Returns

If you find that you’re unhappy with an item you’ve purchased from us, we have a hassle-free returns policy as well as a dedicated support team to make everything right for you. Simply contact us and we can sort everything out. Please note that no credits or refunds can be given without first speaking to a Pet Circle representative.

See our returns page for more information, including a list of items exempt from return.

Company Information

We’re an Australian-owned company headquartered in Sydney, New South Wales. If you want, you can learn more about us by visiting our about us page.

If you bring us some doughnuts, maybe…

Sorry, just kidding! Pet Circle is an eCommerce business only – this means that we don’t have a brick and mortar store that you can visit. Why? It allows us to focus on giving our customers the best price and most convenient service possible!

Our customer support team would be happy to help! You can contact us over the phone from Monday to Friday 8am to 8pm AEST or Saturday to Sunday 9am – 6pm AEST on 1300 60 80 03. Alternatively, you can use our handy Live Chat service or send us an email.

Auto-delivery

An Auto Delivery is a recurring order that you schedule with us – you just set your pets favourite food, treats, meds and more to be delivered at set intervals, and forget. It’s great for a few other reasons: it means that you don’t have to remember to stock up on the essentials, automatically applies sales and discounts, and more.

You can find out more about our Auto Delivery service here.

Log in to your Pet Circle account. Once there, select the Order Management tab – from here you can you can update the items included in your Auto Delivery orders, the frequency of delivery and shipping dates. 

Once logged in to your account, you can also add new items to your Auto Delivery groups while browsing the Pet Circle site. Simply select ‘Add to Auto Delivery’ select which group you would like to add it to.

Nope, not at all – in fact, you can choose to cancel at any time, at no cost.

If you’ve decided that Auto Delivery is not for you, simply select the Order Management tab within your account, select the relevant order and click the sub menu (three dots) next to the order total. Here you can select ‘Permanently delete this order’.

You can modify your order by logging into your account, selecting the Order Management tab and then the relevant order, and making the changes from there. 

You will also receive reminders for any upcoming deliveries. These reminders give you the option to have your order brought forward, delayed for a week, or skipped until your next delivery cycle.

No problem! If your selected products are not in stock at the time of Pet Circle shipping your order, we will replace them with the closest alternative. If we cannot do this, the unavailable item will be removed from your order and your account will be refunded.

We are quite flexible here at Pet Circle – our Auto Delivery option allows you to choose a delivery cycle frequency from weekly, all the way up to 26 weeks.

We sure can! Every pet is different, so we want to make sure we give you the best advice possible. Contact our friendly Customer Service team and we’ll help you out.

Call us on 1300 608 003 (8am – 8pm, Monday to Friday, or 9am – 6pm, Saturday and Sunday) and we’ll help you out in any way we can.

Payment Information

You can pay securely at Pet Circle using either Paypal or a credit card. We accept Visa, Mastercard and American Express. Unfortunately we are unable to receive or accept payments using Bpay, Direct Deposit, or cute pet photos at this time.

Please contact team@sparklet.com.au or phone us on 1300 60 80 03 if you have any concerns over billing.

The $1 charge is so that our payment provider can do a CCV validation check on the credit card. Don’t worry! This will only happen once per card. The $1 charge will not process but be held in pending and will disappear after a few days. If it is still around after 7 days please contact team@sparklet.com.au

Product Information

We’re more than happy to take requests, especially as we expand into the future. If the product you’re after is not on our site, please contact us at sales@petcircle.com.au and let us know of any awesome brands we should be stocking.

Unfortunately we do not offer sample bags. If you’re not sure if your pet will take to a new food, we suggest trying a smaller bag of food at first to determine what your pet prefers.

You can also check out our vet-approved guide to transitioning your pet to a new food for more handy tips.

Unfortunately, we do not offer additional discounts for bulk buys.

We are able to offer the best value on pet food in Australia due to our efficient business and relationships with suppliers. We offer a price match guarantee, a pricing commitment for our Auto Delivery customers, and competitive prices on all products for “one off” purchases.

Referrals

We sure do. It’s called Refer A Friend – because often the best recommendation is one that comes from a friend. We reward referrals with a $10 credit for both you and your friends, and better still, there is no limit to the number of referrals you can make!

Most emails you receive from us – such as order confirmations – will include a special Refer A Friend coupon in the email footer that you can use to refer your friends and family to Pet Circle. Alternatively, you can find your code by logging into your account, selecting the My Referrals tab, and finding the code there.

An example of a referral code is REF94V0 – just so you know what you’re looking for!

Tell your friends, family and co-workers about Pet Circle by sharing your referral code on Facebook or Twitter (this can be done in your account via the My Referrals tab); in an email, with your dog lover’s club, or in a letter if you feel like getting fancy.

We ask that you do not share these coupons on the Pet Circle Facebook page or on coupon sites. These are for personal recommendations only. Thanks for understanding!

Here’s the less-fun stuff: a minimum spend of $50 (on behalf of the referred) needs to be met for the coupon to apply. Pet Circle reserves the right to cancel customer referral credits/coupons at any time. Coupons found to be placed on websites and/or deemed by Pet Circle to be used outside the context of a friend referral will be cancelled by Pet Circle, alongside any outstanding account credits/balances resulting from such usage. Credits cannot be applied to one household more than once.

Coupons and Vouchers

Simply enter your coupon in the relevant field in the checkout section and click ‘apply’, simple as that. Unless otherwise stated, Sparklet coupons and discounts are only valid for one use only. 

Unfortunately, only one coupon or voucher could be redeemed per order.

Sign up for exclusive Sparklet offers and rewards.