Home FAQs


How much money from my order goes towards RSPCA NSW animals in care?

Absolutely 100% of your purchases will go towards helping animals in need. For every dollar you spend:

  • 73 cents is used to run animal welfare services across the state. It keeps our veterinary hospitals running and our inspectors on the road investigating cruelty cases. It also enables us to continue educating current and future generations, promoting long-term change for animal welfare.
  • 17 cents is invested into fundraising to ensure we have the necessary resources to continue running our shelters, veterinary hospital and programs.
  • 11 cents is spent on essential administration, including our legal and human resources team.

Can I change or cancel my order once I have checked out?

You cannot make changes to your order online once you have checked out. If you wish to change or cancel your order, please contact our RSPCA Online Store Team at [email protected] within 24 hours and they will attempt to stop the order before it has been dispatched.

Who can I contact if I need assistance with my order?

You can contact our team at [email protected] or on (02) 9770 7571 and we can assist you further. You may need to provide your name, email, invoice number and other details.

The item I want is out of stock. What can I do?

We try to maintain stock levels at all times however some items may become unavailable due to high demand and we cannot guarantee that the RSPCA Online Store will display this information live. As a result, products are only available while stocks last.

Can I place an order over the phone?

If you are experiencing difficulties placing an online order, please feel free to contact our RSPCA Online Store Team on (02) 9770 7571 who will happily assist you.

When will I be charged for my order?

You will be charged with 24 hours of placing your order online.


Shipping and Delivery

How much does shipping cost?

Delivery and shipping charges are dependent on the size and weight of your order, and your delivery address.

We offer a flat rate shipping charge of $8.20 for a shipment up to 500 grams to the major metro areas of Sydney, Melbourne, Brisbane, Perth, Adelaide, Canberra, Tasmania and Northern Territory. If your order is over 500 grams and/or you live outside these major metro areas, the shipping cost you pay will be dependent on your delivery address and the size of your order.

For an accurate delivery quote, place the items you wish to order in your shopping cart, proceed to your Cart.

Your final shipping charges will be displayed on your checkout page before you proceed to payment so you know exactly how much shipping will be. All prices are in Australian Dollars and shipping costs are payable in addition to the product price.

Delivery instructions and time frames

RSPCA Online Store offers a reliable and affordable delivery service to all metro and regional locations within Australia, including Tasmania. At this time, we do not deliver internationally. Orders will take between 5 to 10 business days to arrive, depending on your destination and shipping method. Metro orders are usually received within 5 working days and up to 10 working days for regional and rural areas. Please be prepared for any delays to delivery around Christmas, Easter and public holidays.

If your order is delayed due to stock availability, you will be contacted by our team or notified at checkout.

The RSPCA Online Store team will notify you when your order has been dispatched.

How will my order be shipped?

RSPCA Online Store uses Australia Post to ship your order and requires a valid delivery address. As with most delivery services, there is not a standard or set time of the day that goods are delivered. Your order will be delivered on weekdays only from Monday to Friday. If you have any special requests, there will be a comment box for special delivery instructions during your checkout process.

Please note, not all requests can be guaranteed, however, we will do everything we can to ensure these requests are met.

Do I need to be at home to receive my delivery?

If you are not at home when Australia Post attempts to deliver your order and your delivery requires your signature, or there’s no safe place to leave it, your order may be taken to a nearby Post Office. You’ll receive a notification about your missed delivery from Australia Post, so you can pick up your order. Your order will be held at the Post Office for 10 business days before it is returned to our RSPCA Online Store. If returned, you will be contacted to either arrange another delivery (at an additional cost to you) or arrange a refund of the order value (less any incurred delivery costs).

For further information, visit www.auspost.com.au/parcels-mail/parcel-collection-delivery/collecting-missed-deliveries.

What happens if my order does not arrive within the estimated time frame?

Please contact us at [email protected] so we can look into this for you.

Can I track my order once it’s been dispatched?

Yes, you will automatically receive a dispatch notification email from Australia Post. You will find all necessary information in this email to track your package. For further questions about tracking please contact Australia Post here.

Can I send my order to multiple addresses?

Only one delivery address per order will be accepted. If you wish to ship to multiple addresses, you will need to create separate orders.

Can I collect my order from my local RSPCA shelter instead?

At this time, we are unable to offer local pickup’s at RSPCA shelters. We are continually working to improve our services so this may become available in the future.

Do you have repeat delivery available?

At this time, we are unable to offer repeat delivery on our products. We are continually working to improve our services so this may become available in the future.


Refunds and Exchanges

Do you offer refunds or exchanges?

Our RSPCA Online Store offers refunds or exchanges for goods that are defective or damaged in transit, incorrectly shipped or faulty. We cannot refund or exchange products for a change of mind.

You must ensure that the returned product is suitably packaged in order to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us. Do not write on or attach labels to the product being returned, otherwise the return may not be accepted.

A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may not be able to process the refund.

If you need to return an item, please contact our RSPCA Online Store team on (02) 9770 7571 or at [email protected]. Products should be returned to us within 14 days of delivery.

Please view our full refund and exchange policy here for more information.

How long will it take for my refund to be processed?

Once we receive the returned product/s, we will begin the refund process. Please allow 14 working days for the refund to be completed.

Can I return an item purchased online to my local RSPCA shelter or location in person?

Yes, but this service is only available at RSPCA Sydney Shelter. Please contact us at [email protected] to confirm that a return is possible before arriving at the shelter, and have your name, email, invoice number and other details ready.


Payments and security

What payment types are accepted?

Our RSPCA Online Store only accepts payments from Visa, MasterCard and American Express cards.

Can I still make a purchase if I don’t have a credit card?

Yes, you can still make a purchase if you are using a Visa or MasterCard debit card.

How do I know my payment details are safe and secure?

We take commercially reasonable steps to ensure your personal information is protected from misuse, loss, interference and unauthorised access, modification or disclosure at all times. For example, whenever we ask for your financial details online, we use security-encrypted response forms.

If you have any concerns, please contact our team at [email protected]