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 Geelong area as displayed in the map below. If you are out of this zone please just email or call us to discuss your delivery options. 

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

Yes we sure do. Our main store is located in East Keilor. We also have a second store that is in Bannockburn that is open for pick ups by appointment.

 

3. Where are the stores 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.

The Bannockburn address is 4 Davies St, Bannockburn.

 

4. What are your opening hours?

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

 The Bannockburn store is by appointment only. Please give us a call/email if you would like to pick up from Bannockburn.

 

5. Do you post interstate?

We have just introduced our postage service! It will be in the teething period for a few weeks while we iron out the kinks but we now offer a postage service to customers within Australia. We use Sendle which prides itself on cheaper postage as well as a very quick delivery.

Some products we are unable to post due to the size such as dog kennels but we are exploring the options for items like this.

Please contact us if you have any issues or questions.

 

6. When will my order be delivered?

We aim to have all orders processed and delivered as quickly as we can and run off a general weekly schedule. If you are in need of delivery outside of the below times please feel free to get in touch with us to discuss your options. We do from time to time deliver outside of the below days to accommodate for orders and/or if we are waiting for products to come in. As a general rule please allow up to 5 days for your delivery this may sometimes be longer if your item isn't something we carry in-stock.

Local

If you are local to our East Keilor store we can generally deliver the next day but worse case scenario the day after.

Northern + Western Suburbs

For all Northern and West suburbs we deliver on Wednesday

Eastern Suburbs

Our Eastern customers will be delivered on either a Tuesday, Thursday or Friday

Geelong and Surrounds

Lastly we do our Geelong deliveries on Wednesday.

 

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.

 

10. I live in an apartment how will my delivery work?

All you have to do is let us know the times you will be available by either giving us a call or leaving a note with your order. Please do also ensure you leave your phone number as our drivers will need to call you to gain access to your buildings foyer.