Returns and exchanges
My pet doesn’t like the food I ordered. Can I get a refund or exchange?
As a small business, we can’t offer refunds on open food purchases as we can’t resell them. If you’re purchasing a new product for your furry friend, we suggest purchasing a small bag of food first for your pet to see if they like it. We always recommend introducing a new food to your pet gradually over a week or so to minimise the risk of digestive problems.
Can I cancel or change my order?
You can cancel your order as long as it has not left our warehouse. Please advise us via email as soon as you change your mind. Please note, if you cancel your order, we reserve the right to charge a cancellation fee to cover the bank costs associated with the credit card transaction.
My pet and I don’t like the item/s I ordered. Can I get a refund?
We believe in making the right decision for your pet to live a happy and healthy life. If you or your pet are not 100% satisfied with your purchase, please email us within 7 business days of receiving your order. We’ll be able to either offer you a full store credit or a full refund depending upon the circumstances. Please ensure all items are returned to us in an original, unopened, resaleable condition within 14 business days of ordering.
Unfortunately, we can’t refund the delivery charges for your order.
We do not accept return on food items.
Incorrect Items received
If you have received an incorrect item, or your order is not complete, please notify us in writing within 2 business days of receipt of goods. We will rectify the problem, however we need to be informed straight away. Please ensure you open your parcels as soon as you receive them and check that all is in order.
Items Returned Uncollected
Australia Post or couriers will attempt to make a delivery. If the delivery is unsuccessful, you will be notified by a card in your letterbox to arrange collection from your local post office or courier depot. Australia Post and couriers will only hold the goods for a certain amount of time. If unclaimed, they will return the goods to the sender. If this happens and your goods are returned to us as you did not collect the items, we will refund you the purchase price of the goods, less the postage paid. We reserve the right to charge a restocking fee or additional return to sender postage fees.