Customer Hotline
1300 662 179

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Frequently Asked Questions


How do I know your site is secure?

This is the most important question you can ask any online store. We take security VERY seriously at Mollycoddled Pets and have commissioned professional advice to ensure that our shop is secure for your safety. You can find out more details about our security by clicking the 'Security Information' link found at the bottom of every screen.

Do I need to Login to place an order?

No. Creating a Logon Username and Password to log into this shop is entirely up to you. There is nothing stopping you from placing an order and making a payment without logging into the shop.

However, there are some advantages to creating a Username and password for this shop such as being able to check the details of your order after you have confirmed it, hearing about specials and new products, receiving discounts on special offers, and from time to time receiving some free promotional products.

Can I order by Mail?

Yes you can order by mail in one of two ways.
  1. Prepare your order via the website and select "Mail Order" as a Billing Method when going through the Checkout. Once you have confirmed the order, print out the confirmed order page which includes the reference number and mail the order to us (See 'Contact Us'). This method will tell you all costs involved in the order.
  1. Select the "Mail/Fax Order Form" by selecting the 'Download Order Form' link on the bottom of each page. Fill in the order details and mail the order to us (See 'Contact Us'). If you are unsure of the cost of the order, please ring us on 1300 662 179 prior to mailing your order. This method is the only way International Orders can be taken at the moment.

Can I Fax the Order?

No, we are no longer accepting Fax orders. 

Can I order by Phone?

Yes. Please call us on 1300 662 179 during business hours. Business hours are 9am to 5pm Monday to Saturday (Australian Eastern Standard Time/Daylight Savings Time), excluding public holidays. A message will be taken outside these hours. (See 'Contact Us'.)

Can I pay by Cheque?

Yes you can. Simply use the Mail Order method outlined in the "Can I order by Mail?" FAQ above. We will also accept Cheque's for Phone Orders if requested.

Please note that when paying by cheque, the order cannot be shipped until the cheque has cleared.

Can I Pay by Cash?

At the moment we cannot accept cash payments. However we will accept an Australia Post Money Order.

Can I Pay by Money Order?

Yes, we accept Australia Post Money Orders. Simply use the Mail Order method outlined in the "Can I order by Mail?" FAQ above. We will also accept Cheque's for Phone Orders if requested.

Can I Pay by COD (Cash on Delivery)?

At the moment we do not accept COD payments.

What is a CCV Value or number?

A CCV number (also known as a CVV or CVC2 number) appears on the back of Mastercards and VISA cards and is a three-digit number on the back of your credit card, immediately following your main card number. Some newer cards will only have this three-digit number on the back.

All credit card purchases must supply this information prior to the transaction being processed as per our banks recommendations.

ccv example



How do I use my Discount Coupon?

Congratulations on receiving a Discount Coupon!

Using a coupon is quite simple. 

If you are a new customer, from the Home page click on "New User". This can be found below the "Login" button on the left hand side of the home screen. Enter in the details required and the Activation Key on your voucher.

If you are an existing customer, simply log in using your logon id and password as normal. Once you are logged in, click the "Your Details" link (which can be found just abouve the "Logout" button on the left hand side of the screen) and enter the activation key into the "Change Your Group" section.

Don't forget to remember your Logon Username and password and keep it safe so that you can re-use your coupon until it expires. Even after your coupon has expired you can still log on using your Logon name and Password so that you don't have to fill out all of your details again.

    Once you've done this all of the prices you will see in the shop reflect the discount!

Note: All discounts offered are not applied to shipping and handling costs.

How do I use my Gift Voucher?

Congratulations on receiving a Gift Voucher!

Using a voucher is quite simple. 

The voucher will have a special Username and Password on them. On the left hand banner of most of our pages you will see the "Username" and "Password" Fields where you can enter in this information. Once you have entered in this information, you wil be able to shop using the voucher. You can see how much credit you have left by clicking "Your Details" in left hand banner.

When you make a purchase and go to the checkout the money from this voucher is used. If you spend any more than the voucher, you will need to pay the difference. If you do not use all of the money from the voucher, it will be there for you to spend next time up until the voucher expiry date.

Don't forget to remember your Logon Username and password and keep it safe

Please also refer to "Terms and Conditions" for full details of Gift Voucher "Terms and Conditions"

I'm buying a gift, and I don't want the invoice sent with the gift. What do I do?

Simply put the words "Gift - Send Invoice to address........." in the "Special Delivery Instructions" when filling out the Shipping Details. We'll then mail you the invoice separately as requested.

When will I be charged for my order?

For items always stocked by Mollycoddled Pets, you will be charged for your order once it is ready for shipping.

For other items as mentioned below, the full charge of the order will be made once the order has been placed. This includes:
  • Special request orders for products that Mollycoddled Pets do not normally stock
  • Items that have been specially ordered or customized as per a customers request or requirements
  • Replacement items/parts
If the order contains a mixture of these two categories, the charge will be made once the order is made.

Can I alter my order?

You may alter your order at anytime until your order is dispatched. If you are paying by cheque, you may alter your order at any time until your cheque is deposited.

The above does not apply for any products not normally stocked by Mollycoddled Pets and have been specially ordered or customized as per a customers request or requirements. This includes all replacement items and any items offered to customers that Mollycoddled Pets does not normally stock.

Can I cancel my order?

You may cancel your order at anytime before your credit card has been charged, your cheque has been deposited, or other payment method has been processed.

How can I contact Mollycoddled Pets?

Our full contact details can be found in the 'Contact Us' page. A link to this page is found at the top and bottom of each page. Our phone number is 1300 662 179.

Shipping & Delivery.

For all Shipping details, please see 'Delivery Info'. A link to this page can be found at the top and bottom of every page.


Our 'Refund Policy' can be found using the link on the bottom of every page.

Do you have a Catalogue?

We do not have a printed catalogue that we can send to you. We keep as many of our products on this website and keep it as up to date as possible.

Mollycoddled Pet of the Month Competition

At the moment the competion has temporarily suspended. This is so we can work on our new exciting website. Check back regularly for update.

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