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At Pets Heaven, we are committed to providing a safe, secure, and seamless payment experience for all our customers. This Payment Policy outlines the payment methods we accept, our security measures, pricing information, and what to expect during the checkout process.
Last Updated: 11 April 2026
Accepted Payment Methods
We accept the following secure payment methods for all purchases made on our website:
Credit Cards
We accept all major credit cards:
- • Visa
- • Mastercard
- • American Express
Debit Cards
All Australian and international debit cards with Visa or Mastercard branding are accepted.
PayPal
Pay securely using your PayPal account or PayPal guest checkout (no account required).
Apple Pay
Fast and secure checkout using Apple Pay on compatible devices (iPhone, iPad, Mac, Apple Watch).
Google Pay
Quick checkout using Google Pay on compatible Android devices and browsers.
Buy Now, Pay Later
Afterpay and other buy now, pay later options may be available at checkout (subject to approval).
Note: We do not accept cash on delivery, bank transfers, cheques, or money orders. All payments must be made online at the time of purchase.
Secure Payment Processing
At Pets Heaven, we use two separate, globally trusted payment processors depending on your chosen payment method. Neither processor stores your full financial details on our servers.
Credit / Debit Cards, Apple Pay & Google Pay — Processed by Stripe
All card payments, Apple Pay, and Google Pay transactions are processed through Stripe, a globally trusted payment platform that is certified to PCI Service Provider Level 1 — the most stringent level in the payments industry. Your card details are never stored on our servers.
PayPal Payments — Processed by PayPal
When you choose to pay with PayPal, your payment is processed directly and exclusively by PayPal. Pets Heaven never sees or stores your PayPal login credentials or linked bank/card details. PayPal is PCI-DSS compliant and protects every eligible purchase with PayPal Buyer Protection. You can pay with a PayPal account or as a PayPal guest (no account required).
PCI-DSS Level 1 Compliance
Both Stripe and PayPal are independently certified to PCI Service Provider Level 1, the most stringent level of certification in the payments industry. Your financial data is handled with the highest industry-standard security.
256-Bit SSL Encryption
All payment information is transmitted using industry-standard 256-bit SSL encryption, ensuring your data is protected during transmission. Our website operates fully on HTTPS with a valid SSL certificate.
We Never Store Your Card or PayPal Details
Pets Heaven does not store your credit card information or PayPal credentials on our servers. All payment data is securely processed by Stripe (for card/Apple Pay/Google Pay) or PayPal (for PayPal payments) in compliance with international security standards.
3D Secure Authentication (Card Payments)
For added security, some card transactions may require 3D Secure verification (Verified by Visa, Mastercard SecureCode, or Amex SafeKey). This adds an extra layer of protection against unauthorised use and is handled automatically by Stripe.
All accepted payment methods
Pricing & Currency
All Prices in Australian Dollars (AUD)
All prices displayed on our website are in Australian Dollars (AUD) and include Goods and Services Tax (GST) where applicable. The final price you see at checkout is the total amount you will be charged.
GST Included
As required by Australian law, all product prices include 10% GST. Your tax invoice (which includes GST breakdown) will be emailed to you after your order is confirmed.
International Card Payments
If you are paying with an international credit or debit card, your bank may apply currency conversion fees or foreign transaction fees. These fees are set by your card issuer and are not controlled by Pets Heaven. Please check with your bank for details.
Order Confirmation & Payment Receipt
Instant Order Confirmation
Once your payment is successfully processed, you will receive an order confirmation emailimmediately. This email includes your order number, itemised receipt, and estimated delivery date.
Tax Invoice
A GST-compliant tax invoice will be included in your order confirmation email. This serves as your official receipt and includes all required tax information for Australian businesses.
Check Your Spam Folder
If you don't receive your order confirmation within 10 minutes, please check your spam or junk folder. If you still can't find it, contact us at support@petsheaven.com.au.
Payment Failure & Declined Transactions
If your payment is declined or fails to process, this is usually due to one of the following reasons:
Insufficient Funds
Your card does not have enough available balance to complete the purchase.
Incorrect Card Details
The card number, expiry date, CVV, or billing address entered does not match your bank's records.
Card Restrictions
Your card may have restrictions on online purchases, international transactions, or maximum transaction limits.
Bank Security Block
Your bank may have flagged the transaction as suspicious and blocked it for security reasons. Contact your bank to authorise the payment.
3D Secure Verification Failed
The additional security verification (OTP, SMS code, or app approval) was not completed or failed.
What to do if your payment fails: Please double-check your card details and try again. If the problem persists, try a different payment method or contact your bank. You can also reach out to our support team at support@petsheaven.com.au for assistance.
Fraud Prevention
To protect our customers and prevent fraudulent transactions, Pets Heaven and Stripe employ advanced fraud detection systems. In some cases, we may:
- Request additional verification or identification before processing high-value orders
- Contact you to confirm order details if unusual activity is detected
- Cancel and refund orders that fail fraud screening checks
- Require delivery to the billing address for certain orders
These measures are in place to protect both you and Pets Heaven from fraudulent activity. We appreciate your understanding and cooperation.
Refunds & Chargebacks
Refund Processing
If you are eligible for a refund under our Refund & Returns Policy, refunds will be processed to your original payment method within 5–10 business days after approval. Please note:
- • Credit card refunds may take 5–10 business days to appear on your statement
- • PayPal refunds are typically instant but may take 1–2 business days
- • Debit card refunds may take up to 10 business days depending on your bank
Chargebacks
If you have an issue with your order, please contact us directly at support@petsheaven.com.au before initiating a chargeback with your bank. We are committed to resolving any concerns quickly and fairly. Chargebacks can delay resolution and may result in additional fees or account restrictions.
Payment Support
If you have questions about payment methods, billing, or encounter any issues during checkout, our support team is here to help.
Pets Heaven reserves the right to update this Payment Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our website and services constitutes acceptance of any changes. This policy was last updated on 11 April 2026.
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