Frequently Asked Questions
Orders and Delivery
How long does it take to process my order?
Orders are processed within 2 business days, not counting weekends and holidays. We’ll email you when your order has shipped.
Do you offer free shipping?
Yes. Orders over $200 ship free Australia wide when the order weighs under 12kg. Heavier orders are free with Click & Collect.
Do you deliver locally?
Yes, to selected suburbs near our stores. Local Delivery is from $10, and free on orders over $200 in eligible suburbs. Checkout shows it as an option when your address is covered.
Can you ship to a PO Box?
Only if you choose AusPost as your shipping option. Please include a postal address when you order.
My order hasn’t arrived. What should I do?
If it hasn’t arrived within 7 days of the shipping email, email online@brookiesrural.com.au with your name and order number. Rural addresses can take longer.
Click & Collect
Which stores can I collect from?
Any of our six stores: Brookfield, Samford, Karalee, Capalaba, North Maclean or Dayboro. Choose local pickup at checkout.
When can I pick up my order?
We’ll email you when it’s ready, usually within 2 business days. Pickup is 8am to 5pm, Monday to Friday. Bring your order confirmation email.
How long will you hold my order?
Please collect within 7 days of the ready email. After 14 days we’ll send a final reminder before refunding the order, less processing fees.
Returns
Can I return something I’ve bought?
Yes. You have 30 days to return items for an exchange or credit, as long as they’re unopened and unused, in their original packaging, with proof of purchase.
What can’t I return for a change of mind?
Sale and clearance items, food and drink, plants, live animals (some exclusions apply), gift cards, pet grooming accessories and horse bits.
How do I start a return?
Log in to your account or email online@brookiesrural.com.au. If it’s accepted, we’ll send you a return label and instructions.
Live Animals
Can I buy chickens online?
Point of lay hybrids can be ordered online for pickup in store. We’ll be in touch to check we have chickens at your closest store, then put them aside for you. Other breeds are sold in store only, and what’s in changes daily, so call the store before you come in.
Can I order guinea pigs online?
Yes. Order online for pickup from Brookfield, Capalaba or Karalee, or for local delivery. We don’t post live animals. Call the store first, as what’s in changes daily.
Is there a health guarantee?
We’ll replace the animal or give a refund if it dies within 14 days of purchase, or a vet finds an illness beyond reasonable care. Small animals, aviary birds, hand raised birds, freshwater fish, insects and hermit crabs also have a 24 hour health guarantee.
VIB Loyalty Program
How do I join?
Ask our team next time you’re in store. They’ll set you up with a digital pass for your Apple or Android wallet. It’s free to join.
How do points work?
You earn one point for every dollar you spend in any Brookies store, and a $10 voucher for every 500 points. Points expire after 12 months.
Gift Vouchers
What values do gift vouchers come in?
$10, $25, $50 and $100, with no minimum spend.
Can I exchange a gift voucher for cash?
No. Gift vouchers can’t be exchanged for cash or a different value, and we can’t replace ones that are lost or stolen.