frequently asked questions about electric dog fences
Who is Pet Control HQ?
 
We are a registered company based in Victoria, Australia. To find out more about who we are, please view our About Us tab. 

 
Why should I buy from you? 


 
We are an Animal Specialist! You can be assured that when you buy from us, you are buying from someone who has many years of animal experience under their belt. As pet owners ourselves, we understand what your needs are when choosing products.
 
Quality Matters! We understand that you want great quality in your purchase and for this reason we have flown overseas to meet with our suppliers ensuring that we provide you with a range of products that have passed stringent testing criteria. 
Sure, you will find something cheaper in your searching. We refuse to sell something that won’t be reliable and won’t do what you need it to do. Nothing gets cheap without losing something in the process. Usually, the first thing you lose when you buy cheap is quality. The second thing you’ll usually lose is service.  We care about both. Don’t you?
 
We want you to be happy! We strive to offer you a positive and memorable experience and to allow you to experience the high level of service you deserve.   Selling something to you is not our primary goal; we want you to enjoy your experience with us, which encourages you to keep coming back for years to come.
 
We’re here to stay! We’re not a “fly by night” business; We’re here for the long haul! You can be confident that we’ll be here to help you out in the future.
 
How can I contact you to purchase again?
Save our store, www.petcontrolhq.com.au, as one of your favourite sellers in your bookmark. We list new stock every week, so subscribe to our newsletter so you don’t miss out!!!
 
Do your products come with a warranty?
 
Please read the warranty section in each listing for warranty information specific to that item.
 
What do I do if there is a problem with my purchase within the warranty period?
 
In the unlikely event that your product is faulty or defective, please contact us immediately at support@petcontrolhq.com.au and we will advise you on the best course of action. Usually you will be required to return the faulty item to us with the shipping charges paid by yourself. We will assess the returned item and either repair it or replace it completely, and we will pursue a claim with the manufacturer. During this process we will keep the lines of communication open with you to find the best solution.
 
What if I have an issue or I am not happy with my purchase?
 
Our commitment to you is a 100% Satisfaction Guarantee. We are serious about keeping our customers happy and we want to make our mutual experience a pleasant one. We get an absolute buzz when we receive positive testimonials and would like to thank everyone for their support and feedback. In the unlikely event that you have a problem, please allow us the opportunity to surprise you with our commitment to resolving it in the fastest possible way. Send us a quick email with your contact details and we will contact you without haste. We want you to be happy!
 
Do you have discounts on combined postage?
 
Yes!!! We do offer a discount depending upon the number of items you purchase. To see what this discount is, do not checkout once you have finished purchasing all your items. Pet Control HQ will send you an invoice with a discounted combined postage fee.
 
What happens after I buy an item?
 
After you have bought an item, go to the bottom of the listing and use the checkout function.  All prices for goods and delivery include GST. Checkout is a very important step in the sales process. Please make certain that you provide accurate shipping (address) details so that your item can be delivered to you quickly.
 
What happens after I have paid?
 
We will keep in contact with you throughout the sales process. We will email you to let you know that we have received your payment and will also notify you as soon as your item has been shipped. The Pet Control HQ customer service team is dedicated to providing you with exceptional service throughout your online shopping experience with us.
 
How will my item(s) be delivered?
 
In most cases your item(s) will be delivered via Australia Post. For large and heavy items, a courier service will be used. Once your item(s) have been dispatched via courier, Pet Control HQ will send you a delivery note via email with the tracking number. This will enable you to track your item’s shipping progress.
 
Do you ship overseas?
 
Yes!!! We deliver our products worldwide. Pricing varies for different countries, so please refer to the postage/shipping option in the product listing to determine the shipping charges to your country.
 
How long does it take to deliver my item?
 
Once your payment clears we will ship your item within 24 business hours (Monday to Friday.) We know how excited you are about making your purchase and we do everything we can to ensure you receive your item as quickly as possible by applying a sense of urgency to its dispatch. Here are the shipping times our other customers have experienced:
 
  • Melbourne – 1 to 2 days
  • Country Victoria – 2 to 3 days
  • Interstate – 3 to 5 days
  • Remote interstate (remote WA, QLD and NT) – up to 10 days
  • Overseas – up to 15 days
 
Can my item be delivered to a PO Box?
 
It depends! Item(s) sent via Australia Post can be delivered to a P.O. Box address. However, larger items shipped by courier service require a physical address. Our customer service centre will contact you to obtain the details in this situation.
 
Can I pick up from Pet Control HQ?
 
Sorry, pickups are not available.
 
What happens if my item is damaged or lost in transit?
 
We will do everything we can to ensure prompt delivery of your item, which leaves our warehouse in perfect condition.
 
Transit insurance is optional but highly recommended. It is available upon checkout for an additional charge. If you opt out of the insurance, then you are assuming full responsibility for the goods and we cannot be held responsible for lost, stolen or damaged goods. 
 
If you have paid for insurance and your package arrives damaged, you need to advise the delivery driver or post office worker that you are not accepting the damaged parcel and then notify us immediately. If you have paid for insurance and your package has not arrived within 5 business days from your delivery notification email, please email us immediately and we will pursue tracking from our end on your behalf.
 
My question has not been addressed in these FAQs
 
If you have any other questions please shoot us an email at:
 
support@petcontrolhq.com.au