Pet Circle Questions & Answers

Hi there! We have been waiting for an email to come through to Samantha so we could check on this for you. Sadly we have not had anything come through and it looks like the previous questions asked last week have been removed.

If you would like to email sales@petcircle.com.au with the subject Attention Samantha we can look into this for you. We just cannot locate your account via this public platform.

Kind Regards, Samantha.

I've sent that email on 2 seperate occasions last Friday

Hi there, Sadly we have no had anything come through with the subject Attention Samantha.

How convenient!

Hi,

Do you have an order number you are able to provide? We can attempt to search for your account that way.

Kind Regards, Samantha.

19786558 I'd just to know if it's been dispatched?

Thank you, we will review and be in touch. :)

Hi there,

Thanks for reaching out, if you have the app you can delete your Pet Circle account.

If not please reach out on sales@petcircle.com.au or via live chat. :)

Put your order on Auto Delivery as it will be prioritised and guaranteed to be delivered within days before it is due - have a set out date your pet must have that product and state whether it is monthly /weekly / quarterly (every 12 weeks). This has worked for me- I started with an email and stated the details when my dogs are due to have their Nexguard Spectra- my delivery is on time every time.

Hi 3Lions, When placing an order you are given the ETA, which includes the packing and dispatch time as well.

Generally, the orders will arrive within a few days of them being placed pending your location.

Kind Regards, Pet Circle.

Order placed last Tuesday PM & I've heard nothing since.

Hi Jude, We are sorry to hear your store credit did not apply. I would love to sort this out for you, can you please reach out to sales@petcircle.com.au with the subject Attention Samantha. Looking forward to hearing from you.

Kind Regards, Samantha.

Hi Daphne, Sorry to hear you are having trouble with check out. You will need to get in touch with our customer service team directly. This can be done via email, live chat or phone during business hours (7am - 7pm).

Email: sales@petcircle.com.au Live chat via our website Phone: 1300 608 003

Kind Regards, Samantha.

Hi Eileen, Thanks for your question! Unfortunately Port Macquarie does not fall in our free shipping range at the moment. Pet Circle tries to keep product prices and shipping as low as possible, however, we have had to make some tough calls in some areas, and these shipping prices are determined by our courier partners.

The shipping cost for your order will be calculated and displayed at checkout and will be based on size, weight and location.

There are a couple of options that you might be able to consider in the meantime which might help offset the shipping cost. 1. Pet Circle’s Best Price Guarantee If you’re able to find the same product advertised at a lower price, just email sales@petcircle.com.au with evidence (a link or screenshot is perfect) of the competitor’s current advertised price to allow us to price beat for you - easy! This isn’t limited to just 1 product - if there are multiple, please make sure to send us all the relevant information. 2. Check If An Alternate Address Qualifies Quite a few of our customer’s either use their workplace/alternative address (could be PO Box / Parcel Locker) (if it’s in a suburb that qualifies for free shipping over $49) to receive Pet Circle deliveries. You can check if your workplace suburb qualifies by heading here and entering the postcode.

Please know that this is something that is under review, and we do hope that we’re able to offer all of our wonderful customer’s free shipping in the future!

Kind regards, Sinead - PC Team

Thats not the problem just let me pay you have my shipping address and card number lillygetting short of food

If you dont Want my business I'll go else where

Hi Daphne, I have responded on your other post but just incase you haven't seen it: You will need to get in touch with our customer service team directly. This can be done via email, live chat or phone during business hours (7am - 7pm).

Email: sales@petcircle.com.au Live chat via our website Phone: 1300 608 003

Kind Regards, Samantha.

Hi Colin,

Yes, we do deliver to Tasmania :)

Have a wonderful weekend ahead.

Hi there,

If you get in touch with the team via sales@petcircle.com.au we can help with any kinds of questions like this :)

Hi Val, Thanks for reaching out to us at Pet Circle and we are sorry to hear of any delays you may be experiencing with receiving your order :( Unfortunately due to security we are unable to look into these enquiries over this platform but if you haven’t already, please reach out to our sales team who will be able to assist you further!

This can be done via email, live chat or phone during business hours (7am - 7pm).

Email: sales@petcircle.com.au Live chat via our website Phone: 1300 60 80 03

Again, we apologise for the inconvenience this has caused and we hope this delay is a one off and will not happen again moving forward.

Order of cat food cats toys and a cat bed if you could please look up my past orders and let me know if I dreamed it up. Waiting for your reply. I have re ordered and recieved the dry cats food hills

Hi Val,

This is not something we are able to do via a social platform for security reasons.

Please reach out to our team and they can take a look into this for you.

Kind Regards, Samantha.

Hi Helen, Thank you for posting this question and we apologise for any confusion caused with the additional pending transaction showing on your bank statement after placing your recent order. The $1 pending transaction is a request from Pet Circle to your issuing bank to verify that the card being used to process an order is active and that the bank will allow it to be authorised for use. This pending transaction only occurs when a new card is added to your Pet Circle account, or changes are made to the existing card on your account, which won't be processed and will disappear from your transaction history within a maximum of 7 business days.

We are incredibly sorry that this has caused further stress and hassle with your bank but we want to ensure strict security measures are put in place to avoid any unwanted activity on our customers' cards. Further information can be found on our FAQ page here: external link . We do however take this feedback on board so I have passed this on to our team.

I hope this explains everything. If you need any further clarification, please dont hesitate to send through an email to sales@petcircle.com.au and our customer service team would be happy to look into this for you.

Kind regards, Sinead.

Hi Sinead, thank you so much for your prompt and informative reply. I had not heard of this practice before and experienced wait times of over an hour to try and speak to ANZ about it. I am now the wiser.

Kind regards, Helen

Hey Helen, No problem at all, I am just glad I was able to clarify that all for you. I am so sorry you had to go through all of that hassle but please don't ever hesitate to reach out to us if things like this pop up as we would always want to make sure support and information is provided to all of our lovely PAWrents. We hope your furry family love their order!

Kind regards, Sinead.

Hello Sarah, We apologise for any confusion caused with the additional pending transaction showing on your bank statement after placing your recent order. The $1 pending transaction is a request from Pet Circle to your issuing bank to verify that the card being used to process an order is active and that the bank will allow it to be authorised for use.

This pending transaction only occurs when a new card is added to your Pet Circle account, or changes are made to the existing card on your account.

We want to ensure strict security measures are put in place to avoid any unwanted activity on our customers' cards. Rest assured, this is a pending transaction which won't ever be processed and will disappear from your transaction history within a maximum of 7 business days.

If the payment processes or the pending transaction is still showing on your bank statement after 7 days, please reach out to me via email and I can further investigate this for you.

Alternatively, if you have further concerns, we recommend you reach out to your bank directly.

Kind Regards, Samantha.

I can’t remember for sure but think it was DHL. I had a clean out of emails, sorry.

Hi Jess,

We use a number of different companies, so it does depend on your area.

The companies we use are: Australia Post, Star Track, ANC, Deliver E, Border Express and VTFE.

Hope that helps. :)

Hi Harry, Thanks for getting in touch, we have lots of different snuffle mats on our website which you can find here:https://www.petcircle.com.au/search?searchTerm=snuffle%20mat If there is a particular one you are after just get in touch with us at sales@petcircle.com.au and our friendly customer service team will be able to assist.

Kind Regards, Samantha.

Hi Jan, Thank you for your review and we would absolutely love to help you with this to make sure you are all prepared to better care for your furbaby. At Pet Circle we actually have an awesome Vet Squad on board to help you with these kind of questions. I highly encourage you to head to external link  to fill out a complimentary Vet Pet Plan so that you can tell them a little more about your Cavoodle and any queries you may have and they will be in touch with a more personalised plan to suit you and your pup. You can also find wonderful articles they have written here: external link .

Kind regards, Sinead

If you cant do it online, call them or use the online chat. I have found them to be good. Once it ships its too late so do it asap

Hi Kerryn, Thanks for reaching out and so sorry to hear! We completely understand these things can happen, but not to worry :) If you haven’t already, please reach out to our sales team who will be able to assist you further.

This can be done via email, live chat or phone during business hours (9am - 5pm).

Email: sales@petcircle.com.au Live chat via our website Phone: 1300 60 80 03

Thanks Kerryn, we look forward to chatting to you soon :)

Kind Regards, Jessica

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'.

Hi Stephanie, Thankyou for reaching out to us. Harry is absolutely correct! You can check all your previous and upcoming orders online on our website here: external link  You can access and edit all of your Auto-Deliveries on your Pet Circle account. To access this information please use the following steps:

- Log into your Pet Circle account - Click on your profile "Hi Stephanie" in the top right corner - Select the tab "Auto-Delivery" - Select "Manage Order" From here, Auto Delivery can be amended, skipped or stopped at any time.

Warm regards, Gillian.

Good morning Marilyn, Thank you for your question and reaching out! Feel free to check out our cat food and litter selection: Dry food - external link  Wet food - external link  Litter - external link  Alternatively, if you are searching for a particular product feel free to contact us through sales@petcircle.com.au or via Live Chat.

Have a lovely and safe week!

Warm regards, Nicole

Hi Kshama, We are sorry to hear you are having continued issues with our couriers. Thats very disappointing to hear. As previously mentioned, we do have protocols in place to ensure all orders are safely dropped. During Covid restrictions drivers are given permission to do contactless drops, however in saying this, they most definitely should not be dropped in an unsafe area. Any parcels that cannot be safely delivered should be going back to the depot for redelivery in the following 24-48 hours.

Given you have had continued issues with the assigned courier in your area, we can change your courier service on your account to be delivered via a different service (perhaps Australia Post so it can go to the post office as a Plan B) which will hopefully solve the most recent experience you have had.

If you’d like to discuss this further, please pop through an email to sales@petcircle.com.au with "ATTN: Jessica RA" and we will be more than happy to follow this up for you.

Hopefully, in the future, we can gain your trust back and keep you as one of our valued customers.

Kind Regards, Jessica

There was no covid in 2018 and 2019 and I had the exact same issue then. There has been no change in the way you delivered pre-covid to post-covid and I have emails sent to you in 2018. It makes me furious that you would use an excuse like this to hide your incompetence. This is so disrespectful to people/businesses who have actually been impacted by covid. You should be ashamed!

Hi Kshama, We are so sorry that your shipping issues have been consistently poor. We understand delays can be extremely frustrating, and so we aim to ensure we can best facilitate when delivering. Since 2018 we have changed our courier services completely and so we no longer reply on those same companies for delivery. In saying this, we certainly aim to be as transparent as possible, and of course do not aim to mislead our customers as we fully understand the seriousness of the current pandemic. Please know we take this very seriously, and all information is accurate regarding our current restrictions, as outlined.

Given you have had consistent issues, it sounds as though these issues may be due to your location or address. I would love to look into this further so we can find the isolating cause of the issue, please kindly email us as above and I will be sure to investigate further.

Kind regards, Jessica

Jessica, no more excuses please. I only moved to a new address 3 months ago. Your courier has performed the exact same way since 2018. No matter where I live, they drop it off at an unsafe location. Covid does not explain why they cannot ring a doorbell or take it to a depot if they are too lazy to ring the doorbell.

Covid does not explain why my package always arrives damaged. A couple of months ago my delivery box was cut with something sharp and my litter box was also cut.

Could you stop making stupid excuses and admit your courier does a bad job? No wonder these issues do not get fixed. Instead of investigating and managing your courier partner effectively Pet Circle wastes their time coming up with creative excuses to not do their jobs. Looks like this is a part of your company culture.

Hi Kshama, We appreciate your feedback, We agree that any delays experienced are disappointing and not a true reflection of our shipping goals. I would love to look into this for you, however we are unable to deal with these enquiries over public platforms for security reasons (as i need to verify your personal details), which is why I asked to please email me directly as above, so I can investigate as required.

Going forward will we certainly strive to make sure all future experiences with Pet Circle is a positive one.

Kind Regards, Jessica

HI Lynette, We can certainly help you with this. In order to view your purchase history, head to the PetCircle website and once logged in you may click on your name "HI LYNETTE" in the top right hand corner.

Once you have clicked this you will not be in your account through the website.

Here you can access all aspects of your profile, including "PURCHASE HISTORY."

If you require any further assistance please feel free to contact us at sales@petcircle.com.au.

Kind Regards,

Jessica

Hi Merinda, Thankyou for leaving us a question. Pet Circle does use have multiple courier company's contracted depending on the area of the customer and the package being delivered. The majority or our orders are sent via Australian National Couriers (ANC), however, depending on location, Australia Post, Aramex, Border Express, DeliverE or VT Freight Express may be used.

Please feel free to reach out to our further via email at sales@petcircle.com.au if you would like to discuss this further.

Kind Regards, Louise

Aramex. Avoid petcircle at all costs due to this courier if you actually want your order

I agree, Pet Circle delivery companies leave packages at unsafe locations and I have had the experience of parcels being stolen as they are left in full public view. They don't even ring doorbells so you wouldn't know

Hi Kshama, We have protocols in place to ensure drivers do knock or buzz, and left in a safe place if not home. If no safe place is available the couriers are instructed to take the parcel back to the depot to organise redelivery another day. If you are having issues with the couriers in your area, please contact us so we can report the driver in your area. If issues continue we can also offer to change the courier service assigned to your account.

Thank you kindly, Jessica

This is what I did. I had a courier that would dump things in the front yard on a Sunday, or whenever, and I didn't even know they were there. And this was not entered on the tracking. Local courier issues for other companies too. I contacted PC, explained, and they now have me locked in to a delvery system that works and I have no problems now.

Good Morning,

Thank you so much for providing us with this positive feedback, we are happy to hear that changing the courier for you has proven to be a positive outcome.

We are very happy to hear.

Kind Regards, Jessica

I have video footage of your delivery driver not ringing the doorbell and dropping the parcel at the front door in full public view at an unsafe location. So what protocols are you claiming to have in place?

Hi Godsmack24, Thank you for bringing this to our attention, it is very disappointing to hear that the drivers did not contact you on arrival and left it in public view. We are very sorry this has happened.

Would you be able to contact us on sales@petcircle.com.au so we can investigate this further and ensure this is reported to the courier and the drivers.

Kind Regards, Samantha.