In-Store Policies
In-Store Pricing Policies
Pet City is not obliged to honour incorrectly priced or quoted items. If an item is identified as being priced or quoted incorrectly, Pet City has the right to immediately remove the product from sale and correct the price or quote before selling the item. If an item is identified as being priced incorrectly on signage or promotional material, Pet City will remove the incorrect signage and remove the product from sale immediately until updated signage can be displayed. If an item is identified as having been quoted incorrectly by a staff member, Pet City reserves the right to issue an updated quote with the correct pricing details before selling the item.
Our Price Matching Policy
Pet City strive to offer our customers the best service and the best price for the best product.
We promise to match the everyday price of a comparable item advertised by a competitor if it meets our T&Cs.
- Please bring the catalogue with you when you visit the store (if applicable).
- The item must be an identical stocked item at Pet City Mt Gravatt and the competitor.
- It will exclude stock liquidations, wholesale or commercial quantities and enquiries.
- Excludes items advertised on online stores
- Excludes items which are currently on sale by the competitor
- Item must currently be in stock by competitor.
- Competitor must be located within 25km of Brisbane CBD.
- Pet City reserves the right to decline to price match if the price falls below our cost price.
Our price match is only available in store.
Livestock Purchase Policy
At Pet City we pride ourselves on our dedication to animal welfare. We do everything we can to ensure that our animals go to loving, nurturing homes that can provide the right environment, nutrition and enrichment required to keep a happy and healthy pet.
For this reason, it is store policy and standard procedure for our staff to complete a pre-sale check to ensure customers satisfy our requirements for the sale of an animal. Our staff may ask you a few questions to determine if your home is suitable for the pet you seek to purchase. These questions might include but are not limited to questions about:
- The environment you plan on keeping your pet in
- The size of your tank or enclosure
- The products you have or plan on purchasing for your pet
Some pets also require additional paperwork to be completed as part of their sale.
We request that customers looking to purchase an animal, allow enough time within our trading hours for our staff to complete this pre-sale check as part of our duty of care to our animals.
The amount of time required for the purchase of an animal will vary depending on the complexity of their housing requirements and maintenance. If the animal requires a license, this may also impact the amount of time required for purchase.
Please refer to the below as a guide for how long to allow for the purchase of animals.
- Reptiles & amphibians - 1 Hour
- Licensed spiders & scorpions - 30 Minutes
- Unlicense spiders & scorpions - 15 minutes
- Birds - 45 minutes
- Guinea pigs, rats and mice – 30 minutes
- Freshwater fish, marine fish & coral - 10 minutes
To avoid disappointment, please arrive at our store with ample time before our store closing hours to complete a livestock purchase.
If the specified amount of time is not available for the sale, you may be turned away and asked to return when there is enough time available.
Our staff reserve the right to refuse the sale of an animal to a home that is suspected to not be suitable or equipped with the necessary items. Please understand that this is for the safety of our animals.