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FAQ

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If you have a question that is not answered here, please contact us and we will respond to you personally.

How can your prices be so cheap? By being solely an online store and not having an actual physical store, we can keep our costs as low as possible and pass these savings on to you. We have also been able to negotiate great discounts due to the volume of stock we turnover each month.

Do I need to provide a prescription to order any of your vet products? None of the products we sell require a prescription, they are considered over the counter products in Australia, so no more visits to the vet for flea, tick and heartworm control. If you can’t find a particular product, please contact us to see if we are able to source it for you.

I don’t live in Australia, can I buy from Australian Pet Treat Company? Yes, people outside Australia can order from APTC. Orders delivered to addresses outside Australia are charged $8.95 AUD for all orders sent outside Australia up to 500g. Please note, we are only able to ship flea and tick products outside Australia due to custom regulations, Kangaroo skins can also be sent internationally. If you do purchase a product we are unable to ship due to these regulations we will advise you right away and process a refund for your order.Please note packaging may be slightly different to that available in stores in your country. For example, weights and measurements may be in metric. All instructions for use and safety notices are written in English.

How do I check the shipping cost on my items? Firstly, add the items to your cart that you wish to find shipping costs for, then locate the shopping cart basket at the top right of the page. When you click on this box, you will see items selected and a link to “Estimate shipping and tax”. From this page you can enter your country and postcode to calculate the shipping cost on the items in your cart.

How do I know my order has been received by APTC? Once an order is received by our customer service team, you will receive an order confirmation email to the address you entered during the secure checkout process.

How do I track my order? Has it been shipped? When your item has been shipped you will receive an email confirming your order has been dispatched, along with information that you may require to track the status of your order. You can also check the status of your order by clicking into the “My Account” section at the top of the web page.

My order never arrived - Please contact our friendly customer service team via the contact us page or email customer service if your order has not been received within the times detailed on our shipping page (delivery times will vary depending on location) and we will do everything we can to resolve it for you. Please contact us with in 14 days of receiving your shipping confirmation email if you do not receive your order.

An item is missing from my shipment - Please contact our office via the "contact us" page or email customer service if your order is incomplete or incorrect.

Tell me about your Rewards Program – Australian Holistic Pet Food

Purchase 10 Bags from our Australian Holistic Pet Food range and get your 11th bag FREE*

We know you will love this range of food as much as we do, so we want to reward you for purchasing it from us. Every time you purchase this product we will send you a reward sticker (this will be attached to your bag of food). Once you have purchased 10 bags please email us at customerservice@australianpettreatcompany.com.au and we will arrange for your free bag to be shipped out. 

T&C’s *With every purchase of Australian Holistic Pet Food, 20kg or 3kg, a reward voucher sticker will be sent directly to you with your order. Once you have purchased/collected 10 of the same vouchers please contact us. Once validated by your purchase history and approved by APTC your free bag will be shipped. 10 bags must be of equal size and variety. Your 11th bag will be sent freight free. Australian Pet Treat Company may replace or amend these Terms and Conditions at any time. Reward programme is valid for all product purchases from 1 November 2013

Refund Policy

If you simply change your mind or have ordered incorrectly, Australian Pet Treat Company offers a stores credit within a 14-day* period (less shipping costs) provided the products are returned unopened, in the original undamaged packaging. We reserve the right to charge an AUD$10.00 or 15% restocking fee (whichever is the greater). We are unable to issue refunds if the items are returned incomplete or damaged in any way.

If the item was shipped incorrectly or is faulty, a full refund will be available once the incorrect or faulty product has been returned to us. If you received a damaged shipment or product, please email photos of the damaged item and batch dates to customerservice@australianpettreatcompany.com.au, include your invoice number and name, and we will work with you to resolve the issue. You must notify Australian Pet Treat Company within a 14 day* period of receiving a product in error or faulty product.

Excluding cases where the product was shipped due to our error or was considered to be faulty on arrival, the purchaser is required to pay all costs incurred with regard to shipping the product back to Australian Pet Treat Company. 

* Effective from date of delivery

What are my payment options? We accept Visa, MasterCard or Bank deposit.  Paypal also accepts AMEX and debit cards. Credit Card payments can be made via our website or by phone order.

  • Credit card: This is the fastest and easiest way to pay for your order. All orders must be paid for in the currency you have select to complete your purchase in.
  • Bank Deposit : Orders paid by direct deposit into our bank account will not be able to be dispatched until we receive payment into our account -  B.S.B 638 060 a/c 11770295
  • Paypal – you don’t require a paypal account to use this service. Paypal allows payments with lots of different cards with no foreign transaction fee. 

When will my credit card be charged? Your credit card is charged immediately on purchase,

My credit card statement shows a "foreign card fee" as well as my payment to you? 
Purchases made from outside Australasia may unfortunately incur a small number of credit card companies may charge a "foreign transaction fee" on your purchase. This happens rarely, and if it does, it's usually only 1 or 2% and we're confident you will still be pleased with the total price of our products. You can avoid the fee by selecting the "pay with Paypal" option during the checkout process.

Is shopping with APTC secure? We do not share your private or credit card information with anyone. In accordance with the industry standards we have 256 bit encryption (SSL technology) on our payment gateways and we strictly adhere to the PCI (Payment Card Industry) standards.

Google Trusted Store - APTC is also a google trusted store. As an added benefit, when you make a purchase with us you have the option to select free purchase protection from Google. Then, in the unlikely event of an issue with your purchase, you can request Google’s help, and Google will work with APTC and yourself to address the issue. As part of this, Google offers up to $1,000 lifetime purchase protection for eligible purchases.

How do I contact you? You can contact our customer service team via the "contact us" link at the bottom left of the website or you can call us on 1300 APTC00 during business hours (AEST).

Pet Supervision - Please note it is recommended that you supervise your pet when feeding them any of our products to ensure they chew and do not swallow them whole. APTC does not take responsibility if bones become a choking hazard.