FAQs
About Ready Steady Pets
Why does Ready Steady Pets donate to The Lost Dogs' Home?
We believe that the pet industry should give back to the animals that need it most. For every item sold through our store, we donate $1 to The Lost Dogs' Home, a Melbourne-based shelter that cares for thousands of rescue cats and dogs each year.
We chose The Lost Dogs' Home because of their long history of compassionate animal care and their commitment to finding loving homes for pets in need. Our own pets are rescues from The Lost Dogs' Home, and we have seen first-hand the dedication and care they provide.
How much do you donate, and how often?
We donate $1 from every item sold. Donations are made directly to The Lost Dogs' Home on a regular basis. Multi-item orders generate multiple donations, so the more you purchase, the more we give back.
Do you have an official partnership with The Lost Dogs' Home?
No, Ready Steady Pets is an independent Australian small business, and we are not officially affiliated with The Lost Dogs' Home. Our donations are made independently as a way of supporting their important work.
Can I learn more about The Lost Dogs' Home?
You can visit The Lost Dogs' Home website at https://dogshome.com/ to learn about their work, adopt a pet, or make a direct donation.
Orders & Shipping
How long does shipping usually take?
Orders are typically processed for dispatch within 2 business days. Once dispatched from our fulfilment centre in Adelaide, estimated delivery times are:
- SA Metro: 1–2 business days
- VIC and NSW Metro: 2–4 business days
- QLD Metro: 3–5 business days
- WA, NT, and TAS: 5–10 business days
- Regional areas: please allow additional time
Delivery timeframes are estimates only and may vary due to carrier delays, weather, or peak periods.
Where do you ship to?
We ship Australia-wide. We do not currently ship internationally. Please note that there are certain rural postcodes our delivery network is unable to service. If we are unable to deliver to your postcode, we will notify you via email and provide a full refund.
How much does shipping cost?
Shipping rates are calculated at checkout based on your delivery location. Free standard shipping is available on all orders over $79 within Australia.
Which carrier will deliver my order?
We partner with a range of carriers including Australia Post, CouriersPlease, Fastway, APD, TNT, and Toll IPEC. We actively review carriers to ensure we are providing fast delivery at an affordable price. The carrier assigned to your order depends on your delivery location and the items ordered. Specific carrier preferences cannot be accommodated.
Do I get tracking with my order?
Once your order has been dispatched, you will receive an email with a tracking link. You can click this link at any time to view the latest status of your delivery on the carrier's website.
If you have not received a tracking email within 3 business days of placing your order, please check your spam or junk folder. If you still cannot locate it, please contact us Here with your order number and we will resend your tracking details.
Can I change my shipping address after placing an order?
If your order has not yet been dispatched, we may be able to update the shipping address. Please contact us as soon as possible with your order number and the corrected address (contact us Here). Once an order has been dispatched, we are unable to make changes and we suggest reaching out to the carrier directly.
Can I cancel my order?
If your order has not yet been processed for dispatch, we may be able to cancel it. Please contact us as soon as possible with your order number (contact us Here). Once an order has been dispatched, it cannot be cancelled, but you may be eligible to return it under our Returns Policy.
What happens if I am not home when my order arrives?
Where applicable, we provide Authority to Leave on all deliveries, meaning your parcel may be left in a safe place at the address provided. If the carrier is unable to find a safe location, your parcel may be taken to a local post office or depot for collection. Please refer to your tracking information or carrier for further details.
What if my parcel does not arrive?
If your tracking has not progressed for an extended period of time, please contact the carrier directly in the first instance. If this is unsuccessful, please contact us here with your order number and tracking information, and we will assist you in lodging an enquiry.
Returns & Refunds
Can I return my order if I change my mind?
Yes. You may return your item within 14 days of receiving it for a change of mind return, provided the product is unused, in its original packaging, and meets the conditions outlined in our Returns Policy.
A 10% restocking fee applies to change of mind returns, and the customer will be responsible for any return shipping costs.
Before attempting to return your order, please review the Returns Policy and then contact us Here.
What items cannot be returned?
For hygiene reasons, the following items cannot be returned once received:
- Food, treats, or consumables
- Grooming consumables such as shampoos
- Products that have been used by/on a pet (with fur, saliva, odours, or visible wear)
- Products that have been removed from their original packaging, or have had labels or seals removed
What if my item arrives faulty, damaged, or incorrect?
If your item is faulty, has arrived damaged, or is not what you ordered, please contact us as soon as possible Here with your order number and an explanation of the issue. We may request further evidence such as photos or a short video to make a thorough assessment of the issue. If we conclude we were at fault, we will cover return shipping and offer a replacement or full refund.
How do I start a return?
To initiate a return, please contact us Here with your order number and details of the items you wish to return. We will review your request and provide return instructions, including the return address. Please do not send items back without contacting us first, as they may not be accepted.
Who pays for return shipping?
For change of mind returns, the customer is responsible for return shipping costs.
For faulty, damaged, or incorrect items, we will cover the return shipping cost.
How long do refunds take to process?
Approved refunds are processed within 10 business days to your original payment method. Please note your bank or card provider may take additional time to display the refund in your account.
Do you offer exchanges?
We do not currently offer direct exchanges. If you would like a different product, please return your original item under our Returns Policy and place a new order for the item you would prefer.
What happens if my order is returned to sender?
If your order is returned to us because of an undeliverable address, non-collection, or refusal to accept delivery, a 20% restocking fee may apply and original shipping costs will not be refunded. We recommend double-checking your delivery address at checkout to avoid this.
Am I covered under Australian Consumer Law?
Yes. Nothing in our returns policy limits your rights under the Australian Consumer Law. If a product has a major failure, is not as described, or is not fit for purpose, you may be entitled to a repair, replacement, or refund as required by law.
If you have any such issues with your order, please reach out to us as soon as possible Here.
Secure Payment
Is my payment secure?
All payments on our website are processed through Shopify's secure checkout system, which is PCI DSS compliant and uses industry-standard SSL encryption to protect your information.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as Apple Pay, Google Pay, Shop Pay, and PayPal. You can pay using whichever option is most convenient at checkout.
Do you store my credit card information?
We do not store any credit card details on our servers. All payment information is handled directly by Shopify's secure payment processor. If you choose to save your details for faster checkout next time, this is managed by Shop Pay's encrypted system, not by us directly.