Have you got a question for us? Check out our frequently asked questions below.

If you don't find the answer you're looking for, feel free to get in touch with our Customer Service team.

About Us

Where are you located?

We are located in Bellambi, about 1 hour south of Sydney, and 10 minutes north of Wollongong, Australia. This is the location of our retail store that you can visit 7 days a week, as well as our warehouse where all orders are packed and dispatched.

Are you Australian owned?

We are 100% Australian family owned and operated and have been since 1997. You can read more about our story here.

I need help, can I speak to someone for assistance?

Our amazing customer service team is always here to help! You can contact us via phone or email, and one of our team members will do their best to assist you.

Our Store

Can I bring my dog to the store?

Absolutely, we love meeting your furry friends! We just ask that you keep your dog on a lead at all times.

What are your opening hours?

We are open Monday to Friday from 8:30am to 5:30pm, Saturday 8:30am to 2:00pm and Sunday 10:00am to 2:00pm. You can shop online any time! Please note that these hours may differ on public holidays, check our Facebook page for more information.

Do you have parking?

We have plenty of free off-street parking available so you don’t need to worry!

Do you offer click and collect?

We sure do! Place your order online and select ‘local pickup’ at the checkout. We will get your order ready for you as soon as possible.

Shipping and Delivery

Where do you ship to?

We ship Australia wide to both residential and business addresses. In some remote areas, home delivery is not available and your order will be left at your local post office for pick up.

How long will it take to deliver my order?

If you are located in the Illawarra, orders received before 11am will be delivered by 6pm that day, and orders received after 11am will be delivered the next business day. Orders to metro or major regional areas generally take 2-5 days, whereas rural areas can take up 10 days. You can visit our shipping page for more information and time frames.

What courier do you use?

For orders in the Illawarra region, we use our own vehicles to ensure we can get these to our customers as soon as possible. For orders outside the Illawarra region, we use a range of couriers to service the country including Australia Post, TNT, Couriers Please and Toll.

Do you deliver to PO boxes?

We can deliver orders up to 5kg to PO boxes. Orders over 5kg should be delivered to a residential or business address.

How much will shipping cost?

We offer FREE shipping for orders over $99 and under 5kg Australia wide. We also offer Free Shipping for orders over $99 and under 30kg to most metro and major regional cities. For all orders that don’t meet these free shipping requirements, standard shipping charges will apply and will depend where you live and the weight of your order.

Why is my delivery split into separate boxes?

Because of courier weight limits, we sometimes have to split orders into multiple smaller boxes. If you receive one box but the label states ‘1 of 2’ or ‘1 of 3’ etc., this means your other box/es are on their way and should arrive shortly. You can check the tracking on each box using the tracking number sent to you via email.

Where are orders shipped from?

All orders will be shipped from our warehouse in Wollongong, NSW.

Do I have to be home to receive my order?

No. We know you can’t be home all the time, which is why we have given our courier partners permission to leave your order at your door without requiring a signature. This allows you to do whatever you need to do, knowing your order will be ready and waiting in a safe place near your doorstep when you get home.


How can I cancel or change my order?

If you made a mistake with your order, you can cancel or change your order before it leaves our warehouse by contacting our customer service team.

I need help placing my order, what can I do?

No worries, we are here to help! You can give us a call on (02) 42843162 or send us an email at customerservice@woononapetfoods.com.au and one of our friendly team members will be able to assist you.

Can I return my order?

To ensure your shopping experience with us is as easy as possible, we offer hassle-free returns for all items purchased within 30 days. To organize a return, please contact one of our team members as soon as possible. View our Returns Page for more information.

How do I track my order?

When you place your order online, you will receive a confirmation email when your order has been shipped. This email will have a tracking number that you can use to track your order on its journey from our warehouse to your door!

How do I set up auto-delivery?

Please see our auto delivery page for more information

What payment options do you offer?

You can pay securely online or in-store at Woonona Petfood using Paypal, credit card of Zip Pay. We accept all major credit cards including Visa, Mastercard and American Express.

I am not sure if my order went through or not, how do I know if I have been charged?

If your order has been processed, you will receive a confirmation email straight away. If you have any concerns about billing, please contact us.


My pet’s favourite brand is not on your site, can you order it in for me?

We are more than happy to take special orders. Please send us an email customerservice@woononapetfoods.com.au and we will do our best to order the product for you.

Discounts and Promotions

How do I find out about special discounts and promotions?

For exclusive offers and promotions, as well as the latest pet care advice, subscribe to our mailing list! You can also follow us on Facebook and Instagram to keep up to date.

I received a discount code, how do I use it?

Simply add the products to your cart, proceed to the checkout and add the code where it says ‘gift card or discount code’. Once you click apply, your discount will apply.

How do I unsubscribe from the Woonona Petfoods mailing list?

If you no longer wish to hear from us, you can unsubscribe by clicking the ‘Unsubscribe here’ link at the bottom of any email or newsletter you have received from us.