Click Frenzy Mayhem Sale! Up to 80% off Selected Items

Frequently Asked Questions

How much does delivery cost?

Modern Pets offers free shipping on orders over $29 to most metro cities and major regional centres across Australia (excluding oversized items). If you're not eligible for free shipping, the cost of shipping will be subsidized (partially paid by us). You will be able to see the shipping cost and estimated delivery time via the shipping calculator on the product page or at checkout prior to purchase.

Are you an Australian company?

Yes we are. Although some of our products are manufactured overseas, they are all stored and shipped to you from our Melbourne warehouse. Our head office is located in Doncaster, Victoria 3108.

Do you have a showroom or warehouse where I can view the products?

Modern Pets does not have a physical store or showroom however we do offer a 30 day return policy. If you have any questions about a specific product, a representative from our team will be more than happy to assist you. Our team can be contacted on 1300 268 060 or via email at

How long will delivery take?

Orders are dispatched within 1-2 business days and the estimated delivery times are below:

  • Delivery within metro Melbourne: 2 - 4 business days 
  • Delivery from Melbourne to other cities and large towns in VIC: 3 - 6 business days
  • Delivery within metro Sydney: 3 - 5 business days
  • Delivery from Melbourne to other interstate locations: 4 - 14 business days

The shipping calculator on the product pages will provide postage costs and delivery times to your location.

Do you allow pick up?

We regret that our warehouse is not accessible to the public. As such, we do not offer a pick-up option. However if you require an item urgently please contact us on 1300 268 060 and we will do our best to expedite the delivery.

How can I pay for my order?

  • Credit Card (Visa, Mastercard and Amex)
  • Paypal
  • Afterpay
  • Bank deposit (our bank details will be provided to you at checkout)

How long is your warranty period?

All Modern Pets products come with a 12 month warranty period, except for the Litter Robot, which has an 18 month warranty.

I received part of my order, when will the remaining items arrive?

If your order is incomplete, most likely it has been sent to you in more than one shipment. Sometimes a single tracking number will contain more than one parcel, so please check your tracking details or otherwise contact for further assistance.

What happens if my delivery is delayed or lost?

All orders will be sent with signature required unless ATL (Authority to Leave) is requested. Please keep an eye on the tracking and aim to be home on delivery day. If ATL is selected, we will not cover replacement costs if the parcel goes missing. If you have problems with your delivery please contact us at and we'll always work with you to address any issues. 

How do I log into my account?

Clicking on the ‘head’ icon in the top right or left corner will take you to the customer login section. Please note that placing an order with us does not automatically create an account for you. To create an account, press "Sign up" and enter your information.

How do I track my order?

Once your order is confirmed, courier and tracking details will be sent to your email. Alternatively tracking information can be found with the order details in your account.

What happens if a product I am after is out of stock?

The website will not allow you to purchase an item if it is out of stock unless the item is on preorder or if there is an inventory discrepancy. If an item is on preorder, the Add to Cart button will be replaced with a Preorder button and a message will advise the estimated delivery time. If there is an inventory error, our team will contact you immediately.

What is your returns and warranty policy?

Please go to our return policy page to view our returns and warranty terms and conditions.

How can I return or exchange the item I purchased?

Please email us at quoting your order number in the subject line and we will provide you with the return instructions.

Can I add to or change my existing order?

We may add to or change your existing order providing your order has not already been processed or dispatched. If you would like to amend your order please email us at to arrange.

How do I cancel my order?

Providing the order has not been shipped, you can cancel the order and receive a full refund. Please contact to request cancellation of your order.

Do you offer Express Delivery?

Yes, express shipping is available Australia-wide for most of our products. If your order is eligible for express delivery, this option including any additional fees will be displayed at checkout prior to payment.

I’ve received a coupon code, how do I redeem it?

Please enter the code at checkout and your discount will be automatically applied. If the discount code does not work, please check the terms and conditions issued with the code (eg. minimum order spend) and/or contact for support.

Do you ship outside of Australia?

International orders are currently accepted through the website for New Zealand only however we can usually arrange to ship anywhere. To request a quotation for shipping one of our products to your country, please email us at

What courier do you use?

The majority of our parcels are delivered by Australia Post however occasionally we work with other courier partners to provide the most efficient delivery service with the most reasonable price.

Do you offer auto-delivery options on consumables?

Yes, if you subscribe to our auto-delivery service, you will save 10% on your order. Please visit our Subscriptions page to learn more.

How long will my preorder item take to arrive?

The estimated delivery time is displayed on the product page above the Preorder button. If there are delays to your preorder, our customer support team will be in touch.

What if I have a question not listed above?

Please email your question to our customer support team at call 1300 268 060. Our response time for emails is 1-2 business days.