FAQ

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.

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

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.

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

We are open Monday to Friday from 8:30am to 5:30pm, Saturday 8:30am to 2:00pm and Sunday 9:00am 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.

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

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.

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.

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.

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.

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

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.

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.

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

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.

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.

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.

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.

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!

Please see our auto delivery page for more information

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.

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

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.

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.

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.

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