Due to high volume of orders, current processing time 2-3 business days😊

Shipping Information

HOW MUCH DOES SHIPPING COST?
Flat Rate $8.99 for orders over $59! All other orders ship at a rate calculated depending on weight and destination of the packages. Please note, bulk items or regional areas may incur a higher fee.
HOW LONG WILL IT TAKE TO GET MY PACKAGE?
We know your pet can't wait to get their paws on your order! Metro area customers (Brisbane, Sydney, Melbourne, Adelaide) can expect to receive their shipment within 3-5 business days. If you are just outside larger cities or regional areas, it may take a couple days longer.  
WHO WILL BE DELIVERING MY ORDER?
We use a combination of Courier Services to deliver your order. Including Australian Post and Sendle to guarantee a stress-free delivery experience. 
DO YOU SHIP INTERNATIONALLY?
If you are ordering outside of Australia, simply email us at info@henlopets.com.au with the products you would like to order with your delivery details. We will get back to you with the shipping quote. Please note that Henlo Pets are not responsible for any import duties and taxes incurred. 

Payment Information

WHAT PAYMENT METHODS ARE ACCEPTED?
You can securely pay at Henlo using credit/debit card. We accept Visa, Mastercard, ShopPay, Apple Pay and Google Pay. Unfortunately we are unable to receive payments using Bpay or direct deposit. 
I WAS PLACING AN ORDER BUT I'VE BEEN TOLD THERE WAS AN ERROR! HAVE I BEEN BILLED?
Please contact us at info@henlopets.com.au if you have any concerns over billing. 

Orders and Returns

HOW DO I CANCEL OR CHANGE AN ORDER?
Made a mistake on your order? Contact our customer service team before it leaves our warehouse and we might able to help you make any changes. 
DO I NEED AN ACCOUNT TO PLACE AN ORDER?
Yes, you will need an account to check out at Henlo. By doing so, you'll be able to keep all your previous orders organised and have delivery information pre-filled for faster check-out. 
HOW DO I TRACK MY ORDER?
Tracking information will be sent to you via email or text message once the package has been dispatched from our warehouse. 
HOW DO I REQUEST A RETURN OR REPLACEMENT?
If you are unhappy with an item you've purchased from us, we have a hassle-free returns policy as well as a dedicated support team to help make everything right for you. Contact us at info@henlopets.com.au and we will be happy to help. Please note that no credits or refunds can be given without first speaking to a Henlo Pets representative. 
Back to top