Shipping & Returns

STANDARD DELIVERY

How much does shipping cost?

When you spend over $49, it is free to most metro and major regional areas.

If your regional area is not included in the free shipping areas, the cost of shipping will depend on the weight of your order. You will able to see the price when you checkout.

How long does shipping take?

We are proud of how quickly we can pack and deliver most metro areas around Melbourne. We will ship all our orders to other areas in Australia, so in most metro areas of major cities, you can expect your order within 3-5 business days. Outside of these areas, you should receive your order within 5-7 business days. It is a good idea for you to order a bit early when holidays is coming. Especially during our peak periods, such as Christmas, New Year and Easter.

Items sent by Australia Post can take up to 2 weeks to arrive.

Do I need to stay at home and wait for my delivery?

Absolute NOT. If you are a busy person, you can place ATL* (Authority to leave) order. Our derivers have authority to leave your order in a safe place on your property without a signature. This means you will see your order when you arrive home!

Any problems? Please do not hesitate to email (infohoarfrost@gmail.com) us, we would like to help you solve any problem you got!

Returns & Exchanges

At ADS Pet Store, we wish to you have a pleasant experience, so we are trying to make our returns and exchanges policy as simple as possible. We accept returns and exchanges up to 28 days from purchase.

We also accept a return if you change your mind.  And the products must:

  • Be returned in 28 days from purchase
  • Be unopened and in original condition with packaging

Our returns and exchanges policy comply with the Australian Consumer Law. We accept a refund or replacement if a product has a major problem. This is included that a product

  •  is faulty or unacceptable quality
  • does not match the description or sample
  • is not fit for the purpose
  • is not delivered in a reasonable time frame
  • A proof of purchase must be provided (e.g receipt)

The returns and exchanges products must be returned to us either via post or in person to our store. Failure to provide proof of purchase may result a refusal of accept returns and exchanges.

The customer is responsible for the cost of returns or exchanges (e.g shipping fee), unless there was an error on our behalf. Please contacted ADS service representative before returning goods. We can only offer refunds when we have arranged pickup and return through our courier service.

We cannot offer refunds or exchanges on any opened food, treats or edible items due to strict health policies. 

Damaged or Faulty Items

If you received a damaged shipment or product, please email photos of the damaged item to adspetstore@gmail.com with your name and invoice number. We will solve the issue with you together. 

We take all reasonable steps to keep secure any information which we hold about you. Personal information may be stored both electronically on our computer system, and in hard-copy form. Firewalls, 2048 Bit v3 SSL encryption, passwords, anti-virus software and email filters act to protect all our electronic information.

We do not store credit card information, we securely submit credit card information to our bank for processing. 

 

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