Frequently Asked Questions
Looking for answers? Please see below our Frequently asked questions, if your answer is not below please feel free to contact us at [email protected]
1. Retail questions
to purchase something from your website but I am not a retail
That’s perfectly fine you can now purchase directly from our website at www.tspetproducts.com.au or Please refer to our stockist/Store list page to find your closest store to see the product in the flesh or contact one of our online stockists
How does my pet become a T&S model?
Easy. If you live near our Melbourne offices shoot us an email with a photo or two of your dog or cat to [email protected]. We will then put your fur babies on file for when we need new models and if your pet makes the cut we’ll give you a call.
What if the store does not have what I want in stock?
If the store does not have stock of the item you are after they may be able to order it in for you when next placing their order.
Or purchase directly from our website at www.tspetproducts.com.au
I’ve received my order but it’s all squashed?
To be able to ship our entire range across Australia for free delivery (some exclusions may apply) we need to be able to squeeze our products into a smaller box.
Give it a shake and 24 hours to come back after unpacking it- it should come back to shape after that time. If you are still not quite happy please contact us.
2. Becoming a wholesale stockist
How do I login or create an account with T&S Pet Products?
If you are a business and wish to register for a stockist account, you will need to click the Log In or Register option in the top right corner of the page. This will direct you to an online form. Please fill in the required information and we will be able to accept you for wholesale Login. (please note Wholesale login may take up to 24 hours during business hours)
T&S Pet products only supply wholesale to the Pet industry- this includes, Pet stores, Online stores, Rescue’s, Breeders etc. Please note that your ABN must then be used for your Pet related business.
You cannot buy wholesale if
you have an abn but do not work in the pet industry.
How do I update or change my account information?
To update your account information you will need to send us an email to [email protected]
Do you have a showroom I can view the products?
Yes! T&S Pet Products have a showroom based in Carrum Downs, Victoria. Please email us to arrange a time to come and view our products at [email protected]
Please note our showroom is for wholesalers only and retailers are unable to visit as we are not open to the public.
Our opening hours are as follows-
Friday 7.00am-1.00pm by appointment only
3. Placing a wholesale Order
Can I place an order over
T&S Pet Products recommends orders being placed online or by email. This ensures there will be no mistakes from our side. However, if it is a little order then we are happy to take them on the phone.
Do you have a MOQ for wholesale purchases?
Yes, our MOQ is $350.00, for orders under $350.00 please ring the office. (Surcharges may apply)
4. Payment and Security
What payment types are accepted?
For wholesale orders T&S Pet Products only accepts payments from VISA, MASTERCARD and DIRECT DEPOSIT. Please contact the office during office hours to pay via Credit card or you will find our direct deposit information on the bottom of our invoice.
For Retail orders T&S accepts PayPal and Afterpay payments.
5. Changing or Cancelling an Order
Can I change or add items to my order once I have checked out?
You CAN NOT make changes to your order once you have checked out online. If you would like to add to your order please call the office within 12 hours and we can add to your order if it has not yet been dispatched. If you wish to cancel your order please contact us within 12 hours and we can attempt to stop the order before it has been dispatched.
How do i know how much
freight i will be charged?
Wholesale Orders that are placed on our website will be sent to us for freight to be quoted. Once orders have been received and processed you will receive an invoice with Freight added. This will need to be confirmed by you prior to orders being dispatched.
Retail orders will receive FREE delivery for orders over $80 Australia wide (some exclusions and post codes apply) with all products purchased through our website.
Can I collect my online purchase from T&S Pet Products?
Yes, collecting your order is an option for wholesale orders only as well as delivery. Please call the office on 03 9770 8979 or email [email protected] to organise pickup once you have placed your order, Pickup will only be available during our opening hours.
Can I change the delivery
address on my order?
You cannot make changes to your order once you have checked out on our website. If you have made an error or have not updated your delivery information, please contact us as soon as possible and we will attempt to stop the order before it is dispatched and change the incorrect information.
Where do you ship to?
We ship all over Australia. Unfortunately at this stage we do not ship internationally.
You must also supply a street address as PO boxes are unable to be delivered to.
Can I send items to
Only one delivery address per store/order will be accepted.
How long does it take for
my order to get delivered?
Dispatch from our factory is normally 1-2 working days
Delivery should be expected
from 2-7 days depending on the location.
During high volume times (Such as Christmas), please allow an extra 1-2 days.
Please note our opening hours are as follows-
Friday 7.00am-1.00pm by appointment only
We do not operate after these hours so please be aware that if you place an order on a Friday it will most likely not be processed until the Monday.
What do i do if we receive a damaged bed or an item was short received?
Shortages or other discrepancies must be notified immediately upon receipt of goods. No Claim will be recognised after 48 hours of Proof of Delivery. Please contact us at [email protected] with the relevant invoice number and date of supply.
Although all care is taken with our products and packaging, if a product is found faulty please contact us and provide photos of any damage, and a written explanation on the fault/breakage. Any Product that’s faulty on delivery will be replaced or credited. In many cases we can send replacement covers to you directly.
Do you credit a bed that has been chewed?
Under no circumstances do we refund, exchange or credit any product that has been chewed (even if it has only been a day) or just general wear and tear on a product. Please explain to customers when buying a bed that we will not credit or refund a bed if it has been chewed.
Do you have a Chew proof Bed?
No, T&S Pet Products do not have a chew proof bed. We do have more chew resistant beds made from a stronger fabric but there is no guarantee that dogs will be unable to chew through the product. If a dog can chew through bones or steel then any fabric used will not be able to withstand a dog that chews.
9. Product Sizing
Our products are measured from one end to the other not the inside of the bed unless otherwise stated. All measurements on our website are approximate and may vary slightly.
10. Washing Instructions
How do I wash my pet bed?
Your best option is to check the labels and swing tags on your bed for their precise washing instructions. In most cases you can put the entire bed into a washing machine. Beds with removable covers should have the filling removed before washing. We recommend a cool gentle cycle, in a large front loading washing machine. Avoid using machines with agitators. Dry your bed flat so that the filling doesn’t drop to one side of the bed. If it does, give it a shake once dry to move the filing back into place. Do not tumble dry! Air inserts frequently.
11. Technical Errors
What should I do if I am experiencing a technical error?
If our website is experiencing a technical error or you are unable to proceed throughout the checkout process, please contact us
While we take all due care to ensure pricing on our website is correct, we reserve all right to alter and/or correct the price at any time. Price increases may also arise without notice to the stores.