Help & Support

Click on the categories listed below to find answers to your questions.

Contact Information

How do I contact customer service ?

Our friendly office staff can be contacted on 1300 278 200 from Monday to Friday. If we are busy attending to other calls, please leave a message and we will get back to you as soon as possible.

 

Alternatively you can always send us an email via customerservice@australianpettreatcompany.com.au at anytime and we will come back to you as soon as possible with a response.

 

What are your customer service hours ?

We’re available Monday to Friday from 8.30 am – 4.30 pm. 

 

Privacy Policy

Is my personal information secure ?

Your privacy is very important to us. Read our Privacy Policy for more details.

Managing my account

How do I access my account information ?

You can access the My Account section located at the top right hand side of your device.

Once you are logged in, you can then access all your account information such as past orders, update “billing ” and “ship to” addresses, and check the amount of “rewards points” you have accumulated.

You can also track your recent orders and check on their delivery status.

How do I change my password ?

If you have forgotten your account log in password, you can click on the my accounts section, enter the email address used for your account and then click on the “lost password” button.

A link will then be sent to your nominated email address with instructions on how to re set your password.

Please note, for security reasons, you will be required to select a password that is 12 characters in length.

Can I see my previous order history ?

In the “my account” section you are able to see your past order history and review any previous items you have purchased

How does your rewards program work ?

In your “my account” section you will be able to see your current “Rewards Points” balance as well as any previous transactions where you have redeemed your points.

When you shop with Australian Pet Treat Company, every $1 dollar you spend will earn you 1 point. You can choose to redeem $10.00 off your next shop as soon as your balance reaches 500 points. Alternatively, you can save them up for a rainy day as they do not expire.

The amount of points available to earn for each product is listed on every product page and when you review the items in your cart, you will be shown the amount of points you have accumulated for your current order and also if you have available points to redeem.

Rewards Points are non-transferable and cannot be redeemed for cash. Reward points used on returned or refunded products are not redeemable.

Rewards points are only redeemable online at www.australianpettreatcompany.com.au and are not affiliated with any other program offered by other brands or retailers.

How do I use one of the coupon codes ?

When you have finished your shopping and added products to your cart, you can then click on the review cart button.

Enter your coupon code into the space provided and then click update cart – this will then show you the discounted amount owing for your order.

Please be aware that coupon codes cannot be applied to shipping, previously placed orders, cannot be used in conjunction with other offers, unless otherwise specified, are not transferable (unless otherwise specified on the Discount Code) or redeemable for cash or credit; and must be entered prior to completing your order.

Orders and Payments

How do I make a purchase ?

Simply browse our website, choose your desired products, add them to your cart and click the “Proceed to Checkout” button in your cart.

If you’re not already logged in, you will be asked to do so.

What Information is required to checkout ?

Our checkout is easy, fast, and secure. Enter your shipping address and payment method, and then place your order!

What forms of payment do you accept ?

We currently accept Visa, MasterCard and PayPal.

Shipping and tracking

How much is shipping ?

Orders over $199.00 ship free.

All other orders ship for a flat rate of $9.95 to Metro areas within Australia.

 

Metro shipping rates are governed by carrier postcode zones and locations.

There are a couple of ways in which you can see if your order qualifies for flat rate shipping.

1: If you are logged into your account online, as you add products into your shopping basket, it will automatically tell you if you fall into the metro shipping zone for flat rate shipping.

2: Once you have added products to your shopping basket, you can “view your basket” and use the shipping calculator to confirm if your location qualifies for Flat Rate shipping. Just enter your suburb and postcode and click on UPDATE and it will automatically calculate your shipping costs and update your order totals.

How long will it take to receive my order ?

We strive to have orders dispatched within 24 hours and estimated delivery times for METRO areas are listed below.

Once your order has been completed and dispatched, you will receive an email with all of the tracking details so you can keep track of your delivery schedule.

  • QLD: 1-2 business days
  • TAS, SA: 4-7 business days
  • VIC, NSW, ACT:  2-3 business days
  • WA, NT: 7-10 business days

Please allow additional time for dispatch and deliveries during sale events or public holiday periods.

How do I track my order ?

Upon completion and dispatch you will receive an email advising the tracking details for your order.

This email will include a link that you can click on to track your orders progress.

 

You can also find the tracking details of your order in the “my account section” 

 under track my order. Here you will be able to enter the order ID from your most recent order out of the list and follow the prompts to track your orders progress. 

Who will be delivering my order ?

If your order falls into the “Free Shipping” category or the “Flat Rate Shipping” category, the best delivery agent will be chosen based on your location and delivery requirements.

 

If your order does not fall into the above criteria, it will be shipped via the delivery method you have selected at the checkout stage.

 

Do I need to be there to sign for my order ?

Nowadays, our lives have become very busy, so to help streamline the delivery process, all orders are dispatched with an “authority to leave” status. This allows the courier to leave your parcel without requiring your signature. That way, your order will be there waiting for you, the moment you get home. ( you will be asked to accept these terms at the checkout stage )

You can leave a message when placing your order if you have a specific location you would like the courier to leave your order ie; please leave undercover near front door.

If you have any problems with your delivery please contact us and we will work with you to address any issues.

Do you ship to P.O boxes or international addresses ?

We are able to ship to a Post Office box or parcel locker if you have chosen Australia Post as your preferred delivery method.

 

At this time we are unable to ship to International addresses. We currently only ship within Australia due to strict regulations surrounding meat based products and Pharmaceuticals.

 

 

 

What happens if my parcel gets lost ?

 

 

 

Returns and Refunds

What is your returns and refunds policy ?

We have tried to make our returns policy as simple as possible. And if for some reason things don’t go quite to plan, we have a dedicated customer service team to help you out.

Returns Terms & Conditions

  • We accept returns for up to 30 days from purchase, providing it is unopened and in original condition (including packaging).
  • Items returned after 30 days may not qualify for a refund, or may incur an extra restocking fee.
  • We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.
  • You can return your order for a refund, exchange or store credit.
  • The customer is responsible for the cost of an item’s return, unless there was an error on our behalf. Australian Pet Treat Company does not take title to returned items until the item arrives at our fulfillment center. At our discretion, a refund may be issued without requiring a return.

How do I lodge a refund or return claim?

To lodge a refund request or claim, please contact our friendly staff and they will assist with your enquiry.

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