Frequently Asked Questions

General Questions

We're an online based retailer, this means that we don’t have a physical store. You can shop with us anytime, anywhere from the comfort of your own home!

 Yes, we have a size guide for each product on our website that provides measurements and recommendations based on your pet's size and breed.

We occasionally offer promotions and discounts. Follow us on social media or sign up for our newsletters to stay updated on our current offers!

Absolutely! If you're buying a gift for your friend and want to include a note, we've got you covered! During the checkout process, just look for a space that says "Special instructions for seller" and type in your message there. We’ll take care of the rest and make sure the invoice is not included in the box.

We accept a wide range of payment methods! Including all major credit cards: Visa, Mastercard, American Express and EFTPOS. We also accept popular platforms like PayPal, Apple Pay, Google Pay, Shop Pay, and Afterpay.

Yes, our customer service team are always here to help! We can provide you with personalised recommendations based on your pet's breed, size, and needs.

If you bought something and it's now on sale, we're sorry but we can't give you a refund for the difference between the original price and the sale price. We know it's a bummer, but we hope you still enjoy your purchase!

If you request to cancel your order before it is picked and packed, you will be issue a gift card for the full value of your purchase, as we do not offer refunds for cancellations due to a change of mind.

Shipping & Delivery

Delivery usually takes 3 to 5 business days if you're in a Metro area, express shipping typically arrives in 1 to 2 business days. If you're just outside of the larger city or in a regional area, it might take a couple days longer. 

We sure do! We offer free shipping on orders of $120 or more. We also offer expedited shipping option at checkout for an additional fee if you need your order even faster.

We've partnered with Australia Post to provide our customers with a reliable and timely delivery experience.

Once your order has been shipped, we'll send you a confirmation email with a tracking number. You can use this number to track your package. If you have any issues with tracking your order, our friendly customer service team is here to help.

If you have not received your Henlo Pets order within 15 business days after you receive our dispatch confirmation, please contact our Customer Service team and we will request an investigation with Australia Post.

Absolutely! We offer worldwide shipping services to North America, Asia, Australia, and New Zealand. Shipping rates will be displayed at checkout. Please note that shipping times may vary depending on the destination country. If you have any specific questions about international shipping, feel free to contact us at

Australia Post

To ensure timely and reliable delivery for our customers, we've partnered with AusPost for all our parcel shipments

We Ship Worldwide

We offer worldwide shipping! Our shipping services currently cover North America, Asia, Australia and New Zealand. Rates available at checkout


Need help or have a question? Contact us and we'll be happy to assist you: