1. Delivery scope

Customer pickup is not currently available. Cakes and orders containing a cake are delivered only to eligible Melbourne postcodes. Non-cake products can be delivered to Australian postcodes serviced by the enabled Australia Post services, subject to carrier parcel limits.

Mixed orders may be split into separate consignments. Each product group keeps its own eligibility and charge, and the checkout shows the available delivery methods before payment.

2. Custom cake delivery

Custom cakes must be ordered at least two days before the requested delivery date. Complex designs, large orders, edible-photo work or special materials may need more notice and remain subject to production capacity.

Cake delivery uses the configured eligible Melbourne postcode zones and prices shown at checkout. Cakes do not qualify for Australia-wide free shipping. If the destination is not eligible, cake delivery cannot be selected.

3. Treats, biscuits, pet food and other products

Eligible treats receive free Australia-wide standard shipping when their post-discount treat subtotal reaches AUD $80. Biscuits, pet food, cakes, gift boxes and other products do not count towards that threshold and keep their calculated delivery charge.

ReachShip requests available Australia Post MyPost services using the destination postcode and the greater of the packed physical weight or cubic weight. The rate shown at checkout is the delivery charge for that cart and destination.

Heavy products, including large dry-food bags, may ship as separate parcels. Products outside enabled carrier weight or size limits will not be undercharged as a normal parcel and may require a separate freight arrangement.

4. Address and carrier limits

Customers must provide a complete and accurate address, postcode and delivery instructions. Additional carrier, redelivery or return-to-sender costs caused by incorrect details may be payable where the law permits and the charge is disclosed.

Australia Post service availability, parcel limits and estimated timeframes apply. Delivery estimates are not guarantees unless PETCAKE expressly agrees otherwise.

5. Perishable products and weather

We may delay or limit delivery if heat, transport disruption or another safety concern could make a food product unsuitable. Follow all storage, refrigeration, handling and use-by instructions supplied with the item and inspect it promptly on arrival.

6. Changes and cancellations

Contact PETCAKE as soon as possible if an order needs to change or be cancelled. A change is not confirmed until accepted and may affect price, timing, design or delivery.

Once ingredients have been purchased or production has started for a personalised or perishable item, a change-of-mind cancellation may be unavailable. This does not affect remedies for a failure to meet a consumer guarantee.

7. Faulty, damaged, unsafe or incorrect orders

Stop using the item and contact PETCAKE promptly. Keep the product, packaging and order details where safe. Clear photos and storage information help assessment but are not a condition that removes statutory rights.

Depending on the circumstances and Australian Consumer Law, the remedy may be a repair, replacement, refund, resupply or compensation for reasonably foreseeable loss.

8. Change-of-mind returns

We may approve a change-of-mind return requested within 14 days for an unused, unopened, non-food product in resalable condition. Approval is required before return, and the customer pays return delivery unless PETCAKE agrees otherwise.

Custom, made-to-order, perishable, opened food and hygiene-sensitive products are not accepted for change of mind. This voluntary policy is additional to Australian Consumer Law rights.

9. Return process and private dispatch address

Do not send a product to an unconfirmed address. Contact PETCAKE first so the issue and safe return method can be assessed. Our private preparation and dispatch address is not published on the website or parcel-facing promotional material; an authorised return address is provided only when required for that return.

Approved refunds are returned to the original payment method. Payment-provider processing time may apply after the refund is issued.