Online Policies

Goods & Services

We offer a range of products for dogs, cats, birds and small animals (i.e guinea pigs, mice, rabbits and rats).

Our catalogue includes beds, bowls, coats, enclosures, food, grooming products, leads & collars, medication, toys, training supplies, and treats.


Upmarket Pets is dedicated to keeping your details private. Any information we collect in relation to you is kept strictly secured. We do not pass on, sell or swap any of your personal details with anyone. We use this information to identify your orders, provide you with our monthly newsletter (an opt-in service) and to personalise your shopping experience with us. Upmarket Pets uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart. Cookies also allow us to give you a more personalised shopping experience by displaying products that interest you throughout our product pages, thus providing you with a more friendly, interesting and enjoyable shopping experience.

Whenever you use our web site, or any other web site, the computer on which the web pages are stored (the Web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its "IP address," and is sent automatically each time you access any Internet site. From a computer's IP address, it is possible to determine the general geographic location of that computer but otherwise it is anonymous.

We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order.


When purchasing from Upmarket Pets your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact our customer support centre [email protected]


Orders are generally processed in 2 days. If we cannot fill an order you will be notified within 2 days via email.

Viewing Orders

You can view your order at any time just by going to your account page...

Updating Account Information

You can update your information from your account page...

Shipping & Delivery

Upmarket Pets Pty Ltd ships goods Australia wide using Australia Post, however at this time we do NOT accept international orders through our website, please contact us on +61 3 9600 9120 to enquire about a special order.

Shipping costs are influenced by the size and weight of the product and your location. Exact shipping costs are calculated in the shopping cart and will be added to the order total before checkout. All orders are shipped from Melbourne, Australia. You will be contacted within 2 working days should any problem arise regarding your order, otherwise all orders will be shipped within 2 working days of payment. You will be notified by email once your order has been shipped.

Shipping times are estimated at 1 to 5 days for standard delivery within Australia. Express post within Australia is 1 working day. For orders weighing more than 20kg a courier will be used.

Returns & Replacements

We offer no cash refunds. If you would like to return an item you will receive store credit only. The item must be returned within 7 days at the cost of the customer.

Payment, Pricing & Promotions

All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax) as of 13/06/13. Product prices are regularly updated when price changes are received from our suppliers.

GST does not apply to international orders.

We accept Visa, MasterCard and PayPal payments