PetWave FAQs

Do you have a question for us? It may be answered in the FAQs below. If not, you are very welcome to contact us anytime at customercare@petwave.com.au. We'll be happy to help!

Ordering

1. Simply click on the   Register  button at the top right of the PetWave website
2. Type in your e-mail address and a password of your choice
3. You will then enter your "Account Summary" page
4. Click on the "Edit My Contact Details" button and type in your contact details.
5. Then click on "Edit My Address Book" and type in your shipping address.
Congratulations, you have successfully registered for a PetWave account. Any problems, please contact us at customercare@petwave.com.au and we will be happy to help.
Happy Shopping!
1. Type the name of the product that you are interested into the "Search" bar at the top of the PetWave webpage; or you can click on the category of the products that you are interested in eg. "Aquarium" and then continue to click on the sub-catgeories eg. "Live Aquarium Fish" until you find the products that you want to purchase
2. Choose your desired quantities and then click on "Add to Cart", find the next products and repeat
3. Once you have selected all of the products that you want to purchase, click on the "Checkout Now" button
4. Check that you are happy with the order and then click "Checkout Now"
5. Fill in your details & then click "Continue to Payment" or "Confirm & Process" & enter your payment details
6. You will now by emailed your receipt.
Congratulations you have now successfully placed an order with PetWave and your premium products will be on their way to you soon
Any problems, please contact us at customercare@petwave.com.au and we will be happy to help.
Happy Shopping!

 

Refunds and Returns

For dry goods (non-live & non-frozen products), you may return any unopened products in their original condition, including intact packaging within 7 days of receipt and we will quickly give you a refund or credit less shipping and handling. It is important to note that no credits or refunds can be given without first communicating with PetWave so that we can issue you with the correct return address. Please also note that shipping costs are non-refundable for any unclaimed or returned packages where shipping has been fulfilled as promised. Please contact us at customercare@petwave.com.au and we will help.

Due to the delicate nature of some PetWave products, as well as our commitment to our livestock's health and safety, we are unable to accept returns of livestock (including live fish, live insects, live aquatic plants and frozen products). Please make your selections carefully.

We cannot offer refunds or exchanges on food items that are opened due to our strict health and hygiene policies. Please make your selections carefully, and double check your order before submitting. You may return any unopened non-live or non-frozen products in their original condition, including intact packaging within 7 days of receipt and we will quickly give you a refund or credit less shipping and handling.

In the unlikely event that your order arrives damaged or worse for wear, please take a photo of it in the original packaging and send it with your name and invoice number to customercare@petwave.com.au within 24 hours and we will work with you to resolve the issue.
PetWave guarantee that our live fish, live insects, live aquatic plants and live hermit crabs arrive alive at your door. Delivering fresh, healthy & happy live products is the core of PetWave's business and our expertise.
PetWave proudly supplies our crickets, mealworms and other insects with 10 to 20% more than advertised to cover the odd loss. We continually work very hard with all parts of our supply chain to ensure that your livestock arrive at your door fresh, healthy and happy. 
 
However, in the unlikely event that something significant does go wrong, please send a photo of the deceased product immediately after delivery (still in the original packaging) to customercare@petwave.com.au. We will then resolve the situation including replacement, credit or refund (where appropriate) as quickly as possible. Furthermore, we will improve our system to ensure the reason for your loss is addressed in all our future shipments. Even though we have a proven record of success in shipping we are always looking to improve so your feedback is always greatly appreciated.

 

Shipping

An email containing your order tracking number/s will be sent on the evening that the order is dispatched. You can then track the delivery progress using the tracking number provided.
Generally orders received before 7:30am are dispatched the same or next day Monday to Thursday via premium delivery. Orders received after 7:30am on Thursday will be sent the following Monday or Tuesday (excluding public holidays). Please note orders involving a combination of products from different warehouses and some bulk products may take up to a week to be dispatched. Shipping to metro areas generally takes 1 day from dispatch and shipping to regional areas generally takes 1 to 2 days. Deliveries to more remote areas may take slightly longer. Once the order has been dispatched, you will receive an email with a tracking number. You can then use this tracking number to track progress of your delivery. Please don't hesitate to contact us at customercare@petwave.com.au.

PetWave offers free shipping for orders above $149 and flat rate shipping of $17.95 per order for orders less than $149..

Refer to PetWave  Shipping and Deliveries for more information.  

Our couriers do not have a standard time of the day that goods are delivered, however, we will request as early a delivery in the day as possible. When you place your order, please make sure you give clear instructions on how and where the package should be left if you are not home, as we give our couriers "Authority to Leave". We find that customers prefer this approach for its convenience.
PetWave strongly recommends that the delivery address that you provide is attended so that delivery can be accepted during business hours. This is important so that the livestock and/or frozen products can be transferred to an appropriate environment immediately. Potential delivery addresses include home, friend's home, work, local shop or any other physical address, etc. PetWave will send an email with a tracking number once your order has been dispatched to enable you to be ready to receive your order. Our couriers have been instructed to leave your order in a safe place at your front door, should no one be home to accept the delivery.
When a courier attempts delivery of a PetWave parcel they will:

1. Go to the front door, knock/use the intercom and call out three times

2. If there is no answer, they will identify if there is somewhere safe to leave the parcel* since PetWave has given them "Authority to Leave"

3. If they find a safe place, they will scan the parcel as delivered & take a photo of where they are leaving it;

4. Complete a notification card advising where they left the parcel & slip it under the door.

If there is no safe place to leave the parcel, a notification card will be left at the delivery address advising that the customer can collect the parcel from a nearby post office or depot. It is the customer's reponsibility to pick up the parcel. Further Information can be found at Australia Post Authority To Leave Guidelines

Couriers will likely deem an address unsafe to leave a parcel if it has any of the following attributes:
 
1. Addresses where there is high foot traffic;
 
2. Addresses where the property is close to the street;
 
3. Apartments that are not accessible for delivery;
 
4. Apartment mail rooms wher no one is attendance;
 
5. Locations where there is no protection from weather or pets.
 
If there is no safe place to leave the parcel, a notification card will be left at the delivery address advising that the customer can collect the parcel from a nearby post office or depot. It is the customer's reponsibility to pick up the parcel. Further Information can be found at Australia Post Authority To Leave Guidelines
PetWave is an internet business only. We source and ship our products from separate supply points so do not have a location to collect products. This lower cost model allows us to offer premium products at perfect prices to our valued customers.
The easiest way to get assistance is to contact PetWave at customercare@petwave.com.au.

 

Auto-Delivery

PetWave-On-Tap is an auto-delivery service that allows you to save time by setting up a repeating order (at a time of your choice) that means that your pet's products arrive as if "on tap". It means you will always be first served, you save time in ordering and that you don't have to remember to order; your products will arrive as scheduled. This is perfect for regular purchases such as live food, frozen food and fish food. PetWave customers who utilise PetWave-On-Tap will receive 10% off their first order, ongoing special offers and all future specials will automatically be passed on.
You can cancel or modify your PetWave-On-Tap order at any time before the product has left the warehouse by simply logging on your PetWave account.

 

Payment Methods

Customers can pay using most major credit cards, PayPal and Direct Deposit. We also offer ZipPay which allows customers to get their products now but pay later.
You can shop with confidence with PetWave knowing that your payment details are secure. Specifically, our payment gateway systems have been audited by and certified to Level 1 PCI Service Provider standard. This is the most stringent level of certification available in the payments industry. To accomplish this, our payment gateway providers utilise the best-in-class security tools and practices to ensure a high level of security.

 

Product Information

We offer a wide range of quality pet supplies and are constantly reviewing our range. If the product you prefer is not listed, please contact us at customercare@petwave.com.au.
Please refer to PetWave  Care Sheets for detailed advise on keeping your live fish, live insects, live aquatic plants and hermit crabs strong, healthy & happy. 
Please firstly check the website title of the PetWave fish. It will indicate that if they are sold as male, female or unsexed. Betta Siamese Fighting fish, Guppies and some other fish are sold sexed. Most PetWave fish arrive unsexed and it can be very hard to accurately determine the sex of many species of fish especially when young. All efforts will be made when picking a group of fish to get a mix of sexes.
Initially its best to let your new fish settle in to their new home environment. Stress including from transportation causes often cause fish to lose their colour. The fish usually recover their colours quickly. Please read  7 Reasons that the Colour of my Aquarium Fish look Different to the Photos for more information. PetWave generally sell juvenille fish. Adfter considering these factors, if you still feel you were sent incorrect fish please send a photo to us at  customercare@petwave.com.au and we will be in touch to discuss.
Yes. PetWave are expert in the distribution of fresh, healthy and happy livestock around Australia. In fact, most professional supplies of live fish, live aquatic plants and live insects sold in Australia are distributed around the country at some point or another (eg. to pet shops) using similar delivery methods as PetWave. Interestingly by purchasing from PetWave, you are actually reducing potential transportation stress for livestock because we  deliver direct to your door. In the unusual event that live stock is adversely affected by transportation, then PetWave offers our 100% Live Guarantee.
Yes. PetWave are expert in the distribution of frozen reptile food around Australia. In fact, most professional supplies of frozen reptile food sold in Australia are distributed around the country (e.g. pet shops) using similar delivery methods as PetWave. Interestingly by purchasing from PetWave, you are actually reducing any potential transportation issues because we deliver directly to your door. In the unusual event that there is an issue with your delivery, please contact us at customercare@petwave.com.au and we will work with you to resolve.
At PetWave, we only supply specially bred disease-free laboratory animals (you might notice that all our rats and mice are pure white). We ensure that all animals are raised on scientifically formulated and nutritionally complete diets to ensure optimum vitamins, minerals and nutrients. Our rodent and quail feed is mostly made up of grains (including wheat, sorghum, barley), and protein meals like soybean meal, legumes, canola and other oilseeds). All animals are euthanised humanely according to Animal Care and Protection Act guidelines.

Unlike some other suppliers where tapeworm, fleas and mites can be common, PetWave animals are safely treated against parasites so that your pet's health is not adversely affected. All PetWave frozen reptile food is free of added steroids and hormones.
Minimum weights are preferred since we need to overcome the challenge that small amounts of frozen pet food thaw much quicker than larger amounts due to thermodynamics (a large amount of thermal mass is better at staying cool). Therefore, an important consideration is to ensure that there is a minimum weight of frozen product in each delivery to maintain quality. This minimum weight of 2kg for most of Australia are listed in  Shipping and Deliveries.
 
In some exceptional circumstances, if a customer can not find a friend to split the order &/or does not have sufficient freezing capacity, we can consider packing a smaller amount of product with extra dry ice and thermo-ice. If you would like to request an exception, please send a request to customercare@petwave.com.au.
PetWave works extremely hard with our suppliers to ensure that we delight our customers, especially regarding premium quality and reliability of our supply. Getting this right is the key to our business success. Although we are always extremely appreciative of feedback that helps us improve, we are confident that you and your pets will be delighted with PetWave as your supplier.
 
If you'd like to contact a member of our friendly team e-mail us at  customercare@petwave.com.au.
 
 

   

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