FAQ

  1. Pets Roulette FAQs

    General Information

    1. What is Pets Roulette?

      • Pets Roulette is an online pet retail store offering a wide range of products for pets, including beds, toys, accessories, and more.

    2. How do I contact customer service?

      • You can reach our customer service team via email at info@petsroulette.com or through our contact form on the website.

    Ordering and Payment

    1. How do I place an order?

      • Simply browse our website, select the items you want, add them to your cart, and proceed to checkout to complete your purchase.

    2. What payment methods do you accept?

      • We accept major credit cards, PayPal, and other secure payment methods. Please refer to our checkout page for a complete list.

    Shipping and Delivery

    1. How long are shipping times?

      • Your products will ship within 48 hours of your order. You will receive an order invoice and a confirmation email with a tracking number. Estimated delivery time is usually between 3-10 days, depending on your location.

    2. Do you offer international shipping?

      • No, we currently only ship within Australia. Although we are looking to expand our market in the near future.

    Returns and Exchanges

    1. What's your return policy?

      • We have a 14-day return policy, meaning you have 14 days after receiving your item to request a return. To be eligible, your item must be in the same condition you received it—unworn, unused, with tags, and in its original packaging. A receipt or proof of purchase is required.

    2. Can I cancel my order?

      • Cancellations are possible if you do not receive your package within the specified time frame for each product. If you cancel your order but still receive the package, please feel free to recycle, donate, or enjoy the product.

    3. What happens if I receive the wrong item?

      • If there’s an issue with your order—such as receiving the wrong size, color, or a defective item—please notify us. We’ll handle the exchange without requiring you to ship the product back.

    4. Do you offer exchanges?

      • Yes, we offer exchanges. Just send us proof of purchase and a photo of the product you received, and we will arrange for the correct item to be sent to you.

    Promotions and Loyalty Programs

    1. Do you have any current promotions or discounts?

      • We frequently run promotions and discounts. Check our homepage or subscribe to our newsletter for the latest deals.

    2. Is there a loyalty program?

      • Yes! Our loyalty program rewards you with points for every purchase, which can be redeemed for discounts on future orders.

    Account Information

    1. Do I need to create an account to shop?

      • No, you can shop as a guest. However, creating an account allows you to track orders, save favorites, and receive special offers.

    2. How do I reset my password?

      • If you’ve forgotten your password, click the "Forgot Password?" link on the login page and follow the instructions to reset it.