Frequently Asked Questions

Celesté Pets is an Australian-based premium pet store serving customers across Australia. We are proudly partnered with Southern Pet Supplies for product sourcing and order fulfilment across our entire catalogue. We are not manufacturers or producers of any products - we are a retailer dedicated to curating the best pet products available in Australia and delivering them straight to your door.

Celesté Pets is proudly Australian based. We serve customers across Australia with flat rate shipping of $14.99 to any address in the country - metro, regional and remote.

All products sold on Celesté Pets are sourced from and fulfilled by Southern Pet Supplies, a licensed Australian pet product distributor based in South Australia. Celesté Pets is a retailer and does not manufacture or produce any of the products in our catalogue. All products are genuine, Australian-compliant and sourced directly through this partnership.

Absolutely. We are a registered Australian business (ABN 86 700 345 214) and every product in our store is sourced from verified suppliers and held to a quality standard we would only accept for our own pets. We back every purchase with a 14 day return policy, secure payment processing and responsive customer support. Your trust means everything to us and we work hard to earn it with every order.

Orders are processed within 1 to 2 business days then dispatched.

Metro cities (Sydney, Melbourne, Brisbane, Perth, Adelaide, Canberra): 3 to 5 business days after dispatch

Regional areas: 5 to 8 business days after dispatch

Remote areas: 7 to 10 business days after dispatch

Every order is fully tracked. You will receive a dispatch email with your tracking number as soon as your order is on its way.

Flat rate shipping of $14.99 applies to all orders under 5kg across Australia. For orders over 5kg the rate is $14.99 plus $1.20 per kilogram over 5kg. Your exact shipping cost is calculated automatically at checkout. We ship to all Australian addresses including PO Boxes. For full details visit our Shipping Policy page.

Yes. Every order comes with a tracking number sent to your email once dispatched. You can use this to track your delivery in real time. If you have not received your tracking details within 3 business days of dispatch please contact us at shop@celestestore.com.au.

Yes. We ship to all residential addresses, business addresses and PO Boxes across Australia at the same flat rate of $14.99 for orders under 5kg.

We offer a 14 day return window for change of mind returns from the date you receive your order. Items must be unused and in original packaging with all tags and seals intact. Food, treats and consumable products cannot be returned for change of mind. Damaged or incorrect items must be reported within 7 days of delivery. Contact us at shop@celestestore.com.au before sending anything back. Read our full Returns Policy here.

Return shipping costs are the responsibility of the customer for change of mind returns. However if your item arrives damaged, defective or incorrect we will cover all return shipping costs and either replace the item or issue a full refund - your choice.

Once we receive and inspect your return we will notify you by email. If approved your full refund will be processed within 10 business days to your original payment method. Please allow additional time for your bank or card provider to post the payment. If 15 business days have passed and you have not received your refund please contact us at shop@celestestore.com.au.

Once your return is approved we will provide you with the return address. Please do not send any items back without contacting us first and receiving written confirmation. The approved return address is:

Celesté Pets Returns
110 Levels Road
Cavan SA 5094
Australia

Yes - 100%. All payments are processed through Shopify's secure encrypted payment gateway. Your financial information is never stored on our servers. We accept all major credit cards, PayPal, Apple Pay and Google Pay. If anything goes wrong with your order our 14 day return policy ensures your money is always protected. We give 100% of what we promise - every single time.

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Shop Pay. All transactions are fully secured and encrypted.

The fastest ways to reach us are:

Live Chat - available directly on our website for instant support

Email - shop@celestestore.com.au - we respond within 24 hours

Contact Form - visit our Contact Us page to submit a query and our team will get back to you promptly.

Our team monitors emails and live chat during business hours Monday to Friday AEST. We aim to respond to all enquiries within 24 hours. For urgent matters email us directly at shop@celestestore.com.au.