FAQ

OUR SATISFACTION GUARANTEE

We want our customers to be 100% happy! If, for whatever reason you are not completely satisfied, please contact us and we will be happy to fix it for you ASAP.

1. Where do you service?

We service the majority of Melbourne and the greater Geelong area.

 

2. Do you have a shopfront that is open to the public?

Yes we sure do. Our main store is located in East Keilor. 

 

3. Where is the store located?

The East Keilor store's address is Unit 2C Thor Court, East Keilor, 3033. Instructions on how to get here: Drive down to the end of Thor Court to find gate 5, you will see a sign with our logo pointing you in the right direction. Then follow the road around the corner and you will see our parking bollards.

 

4. What are your opening hours?

Our East Keilor store is open Mon-Fri 8am-5pm

 

5. Do you post interstate?

Due to Sendle's January 2026 ceasing of Australian operations we currently do not ship interstate. We will work in 2026 to find a suitable solution to ship interstate. 

Please contact us if you have any issues or questions.

 

6. When will my order be delivered?

Delivery Schedule Overview

Pet Horse & Farm operates on a strict weekly delivery schedule based on postcode. Each area has one designated delivery day per week. Orders are delivered only on the scheduled day for your postcode.

Weekly Delivery Schedule

Monday – Bellarine Peninsula & Surf Coast

Orders Required Wednesday 5pm
Postcodes: 3216, 3217, 3221, 3222, 3223, 3224, 3225, 3226, 3227, 3228, 3229, 3230

Tuesday – North Eastern Suburbs of Melbourne

Orders Required Thursday 5pm
Postcodes: 3034, 3039, 3040, 3041, 3042, 3043, 3044, 3045, 3046, 3055, 3056, 3057, 3058, 3062, 3063, 3065, 3066, 3067, 3068, 3070, 3071, 3072, 3073, 3074, 3075, 3076, 3078, 3079, 3081, 3082, 3083, 3084, 3085, 3087, 3088, 3089, 3090, 3093, 3094, 3095, 3096, 3099, 3101, 3102, 3103, 3104, 3105, 3106, 3107, 3108, 3109, 3110

Wednesday – Western Suburbs of Melbourne & Greenvale

Orders Required Friday 5pm
West Postcodes: 3011, 3012, 3013, 3015, 3016, 3018, 3019, 3020, 3021, 3022, 3023, 3024, 3025, 3026, 3027, 3028, 3029, 3030, 3031, 3032, 3033, 3036, 3037, 3038
Greenvale Postcodes: 3047, 3048, 3049, 3059, 3060, 3061, 3064, 3111


Thursday – Geelong & West of Geelong

Orders Required Monday 5pm
Postcodes: 3211, 3212, 3213, 3214, 3215, 3219, 3220, 3240, 3241, 3321, 3328, 3329, 3331, 3332, 3333, 3335, 3336, 3337, 3338, 3218,

Friday – South Eastern Suburbs of Melbourne

Orders Required Tuesday 5pm
Postcodes: 3001, 3002, 3003, 3004, 3005, 3006, 3008, 3010, 3050, 3051, 3052, 3053, 3054,
3121, 3122, 3123, 3124, 3125, 3126, 3127, 3128, 3129, 3130, 3131, 3132, 3133, 3134, 3135, 3136, 3137,
3141, 3142, 3143, 3144, 3145, 3146, 3147, 3148, 3149, 3150, 3151, 3152,
3155, 3156, 3159,
3161, 3162, 3163, 3165, 3166, 3167, 3168, 3169,
3170, 3171, 3172, 3173, 3174, 3175, 3177, 3178, 3179,
3181, 3182, 3183, 3184, 3185, 3186, 3187, 3188, 3189, 3190, 3191, 3192, 3193, 3194, 3195, 3196,
3202, 3204, 3205, 3206, 3207

Order Cut-Off

Orders must be placed a minimum of three (3) working days prior to the scheduled delivery day. Orders placed after the cut-off will be delivered the following week.

Example: If your delivery day is Thursday, orders must be placed by 5pm Monday. We have included above the required order date.

Important Delivery Notes

• Deliveries occur once per week per postcode
• Multiple deliveries to the same postcode in one week will not occur
• Orders cannot be brought forward or delivered outside scheduled days
• This policy applies to all customers

 

7. What I use isn't on the website, can you order it in?

In most cases yes we can, please just get in touch with us and we'll let you know what we can do!

 

8. Do you have everything on the website always in stock?

We do like to keep most things in stock especially items that are popular but for the items that are not so popular we have to get these ordered in. In most cases they arrive and are delivered that same week but some times due to product shortages out of our control it may take a bit longer. Please get in touch with us if you need something asap as we can confirm it's in stock or let you know how long of a wait it will be.

  

9. I might not be home for delivery, is this ok?

This is not a problem you can leave a delivery note when you order to let us know where to put your order otherwise our delivery drivers are very experienced and will pop your order in a safe/dry place as long as it's available to them.

 

12. I received my order but have an item that is listed as 'to
follow'. What does this mean?

Sometimes products take a little longer than we hoped to come in so we have
delivered to you what we had and left an invoice outlining what is 'to follow'.
You can expect these items within a couple of days.

 

13. I’ve entered the wrong address on my order, what can I do?

Please give us a call as soon as you realise, and we can change this on your
order before it goes out. If we do not find out before we attempt delivery an
additional delivery fee will be charged to redeliver.

 

14. The item I’ve received is wrong or faulty?

Please get in touch with us or email through some photos of what is wrong
and we can fix it straight away. We can either swap the product for a new one
or process a refund and pick the item up. We ask that these claims are made
within a week of the delivery being dropped off.

 

15. Can you deliver to a PO box?

Sadly not. Our drivers are privately run and do not work with Auspost neither does Sendle our postal courier. Please enter a valid street address for delivery.

FAQ

Delivery

1. When will my order arrive?

Orders are usually delivered within 1-3 days. Occasionally if it is a
product we do not keep in stock we will need to order it in. This usually is
very fast and can still be delivered within 1-3 days but please allow 1-5 days
(usually if you order at the start of the week, it will arrive by the end of
the week). If there are any delays we will contact you.

2. What is the difference between sendle and local delivery?

We offer a to-your-door delivery service with our own fleet of drivers. This
is the local delivery option and is your fastest option to get your order as
the above delivery times apply.

Sendle is our postage service which will be posted to you through the
courier sendle and estimated wait times are calculated at check out.

3. I live in an apartment, can you still deliver?

Yes we can! Please state when ordering in the 'delivery notes' section a day
and time that works with you as you will need to be present to accept the
order. Please give us as wide of a window as you can or multiple days to choose
from so that we have a better chance of fitting you into a run. Only thing is
no we cannot bring your order up to your room as we are not allowed to enter
building complexes, nor can we leave your order in the lobby unattended.

If we attempt delivery during your recommended times and are unsuccessful,
we will ask that you pick your order up from our Keilor store or we will
process a refund.

4. I received my order but have an item that is listed as 'to
follow'. What does this mean?

Sometimes products take a little longer than we hoped to come in so we have
delivered to you what we had and left an invoice outlining what is 'to follow'.
You can expect these items within a couple of days.

5. I’ve entered the wrong address on my order, what can I do?

Please give us a call as soon as you realise, and we can change this on your
order before it goes out. If we do not find out before we attempt delivery an
additional delivery fee will be charged to redeliver.

6. The item I’ve received is wrong or faulty?

Please get in touch with us or email through some photos of what is wrong
and we can fix it straight away. We can either swap the product for a new one
or process a refund and pick the item up. We ask that these claims are made
within a week of the delivery being dropped off.

7. Can you deliver to a PO box?

Sadly not. Our drivers are privately run and do not work with Auspost neither does Sendle our postal courier. Please enter a valid street address for delivery.

Ordering

1. There is a product I am after but it's not on the
website, can you get it in?

Usually the answer is yes! Just give us a call and we will try to source it
for you.

2. What is the difference between Sendle
and local delivery?

We offer a to-your-door delivery service with our own fleet of drivers. This
is the local delivery option and is your fastest option to get your order as
the above delivery times apply.

Sendle is our postage service which will be posted to you through the
courier sendle and estimated wait times are calculated at check out.

3. I have a discount code but it isn’t working?

Please send us an email or give us a call and we can find out what’s wrong,
or process the order over the phone for you.

4. Do you price match?

Unfortunately we cannot price match as the prices we have listed are the
cheapest we can do them for. If you have any questions you are more than
welcome to give us a call.