PetWave FAQs

For dry goods (non-live & non-frozen products), you may return any unopened products in their original condition, including intact packaging within 7 days of receipt and we will quickly give you a refund or credit less shipping and handling. It is important to note that no credits or refunds can be given without first communicating with PetWave so that we can issue you with the correct return address. Please also note that shipping costs are non-refundable for any unclaimed or returned packages where shipping has been fulfilled as promised. Please contact us at customercare@petwave.com.au and we will help.

Due to the delicate nature of some PetWave products, as well as our commitment to our livestock's health and safety, we are unable to accept returns of livestock (including live fish, live insects, live aquatic plants and frozen products). Please make your selections carefully.

We cannot offer refunds or exchanges on food items that are opened due to our strict health and hygiene policies. Please make your selections carefully, and double check your order before submitting. You may return any unopened non-live or non-frozen products in their original condition, including intact packaging within 7 days of receipt and we will quickly give you a refund or credit less shipping and handling.

In the unlikely event that your order arrives damaged or worse for wear, please take a photo of it in the original packaging and send it with your name and invoice number to customercare@petwave.com.au within 24 hours and we will work with you to resolve the issue.

An email containing your order tracking number/s will be sent on the evening that the order is dispatched. You can then track the delivery progress using the tracking number provided.

Generally orders received before 7:30am are dispatched the same day Monday to Thursday via premium delivery. Orders received after 7:30am on Thursday will be sent the following Monday or Tuesday (excluding public holidays). Shipping to metro areas generally takes 1 day from dispatch and shipping to regional areas generally takes 1 to 2 days. Once the order has been dispatched, you will receive an email with a tracking number. You can then use this tracking number to track progress of your delivery. Please don't hesitate to contact us at customercare@petwave.com.au.

PetWave offers free shipping for orders above $149 and flat rate shipping of $17.95 per order for orders less than $149.

Refer to PetWave  Shipping and Deliveries for more information.  

Our couriers do not have a standard time of the day that goods are delivered, however, we will request as early a delivery in the day as possible. When you place your order, please make sure you give clear instructions on how and 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.

PetWave strongly recommends that the delivery address that you provide is attended so that delivery can be accepted during business hours. This is important so that the livestock and/or frozen products can be transferred to an appropriate environment immediately. Potential delivery addresses include home, friend's home, work, local shop or any other physical address, etc. PetWave will send an email with a tracking number once your order has been dispatched to enable you to be ready to receive your order. Our couriers have been instructed to leave your order in a safe place at your front door, should no one be home to accept the delivery.

1. Go to the front door, knock/use the intercom and call out three times

2. If there is no answer, they will identify if there is somewhere safe to leave the parcel* since PetWave has given them "Authority to Leave"

3. If they find a safe place, they will scan the parcel as delivered & take a photo of where they are leaving it;

4. Complete a notification card advising where they left the parcel & slip it under the door.

If there is no safe place to leave the parcel, a notification card will be left at the delivery address advising that the customer can collect the parcel from a nearby post office or depot. It is the customer's reponsibility to pick up the parcel. Further Information can be found at Australia Post Authority To Leave Guidelines. 

PetWave is an internet business only. We source and ship our products from separate supply points so do not have a location to collect products. This lower cost model allows us to offer premium products at perfect prices to our valued customers.

The easiest way to get assistance is to contact PetWave at customercare@petwave.com.au.

PetWave-On-Tap is an auto-delivery service that allows you to save time by setting up a repeating order (at a time of your choice) that means that your pet's products arrive as if "on tap". It means you will always be first served, you save time in ordering and that you don't have to remember to order; your products will arrive as scheduled. This is perfect for regular purchases such as live food, frozen food and fish food. PetWave customers who utilise PetWave-On-Tap will receive 5% off their order, ongoing special offers and all future specials will automatically be passed on.

You can cancel or modify your PetWave-On-Tap order at any time before the product has left the warehouse by contacting PetWave at customercare@petwave.com.au.

Customers can pay using most major Credit Cards and PayPal. We also offer ZipPay which allows customers to get their products now but pay later.

You can shop with confidence with PetWave knowing that your payment details are secure. Specifically, our payment gateway systems have been audited by and certified to Level 1 PCI Service Provider standard. This is the most stringent level of certification available in the payments industry. To accomplish this, our payment gateway providers utilise the best-in-class security tools and practices to ensure a high level of security.

We offer a wide range of quality pet supplies and are constantly reviewing our range. If the product you prefer is not listed, please contact us at customercare@petwave.com.au.

Please refer to PetWave  Care Sheets for detailed advise on keeping your live fish, live insects, live aquatic plants and hermit crabs strong, healthy & happy. 

Please firstly check the website title of the PetWave fish. It will indicate that if they are sold as male, female or unsexed. Betta Siamese Fighting fish, Guppies and some other fish are sold sexed. Most PetWave fish arrive unsexed and it can be very hard to accurately determine the sex of many species of fish especially when young. All efforts will be made when picking a group of fish to get a mix of sexes.

Initially its best to let your new fish settle in to their new home environment. Stress including from transportation causes often cause fish to lose their colour. The fish usually recover their colours quickly. Please read  7 Reasons that the Colour of my Aquarium Fish look Different to the Photos for more information. PetWave generally sell juvenile fish. After considering these factors, if you still feel you were sent incorrect fish please send a photo to us at  customercare@petwave.com.au and we will be happy to discuss.

Yes. PetWave are expert in the distribution of fresh, healthy and happy livestock around Australia. In fact, most professional supplies of live fish, live aquatic plants and live insects sold in Australia are distributed around the country at some point or another (eg. to pet shops) using similar delivery methods as PetWave. Interestingly by purchasing from PetWave, you are actually reducing potential transportation stress for livestock because we  deliver direct to your door rather than via a Pet Shop. In the unusual event that live stock is adversely affected by transportation, then PetWave offers our 100% Live Guarantee.

Yes. PetWave are expert in the distribution of frozen reptile food around Australia. In fact, most professional supplies of frozen reptile food sold in Australia are distributed around the country (e.g. pet shops) using similar delivery methods as PetWave. Interestingly by purchasing from PetWave, you are actually reducing any potential transportation issues because we deliver directly to your door. In the unusual event that there is an issue with your delivery, please contact us at customercare@petwave.com.au and we will work with you to resolve.