Shipping and Returns

DELIVERY

At Healthy Pet Co we offer Australia wide delivery and endeavour to dispatch orders within two business days after placement of the order using third party carriers (such as Australia Post). However, this is an estimate only and there may at times be a delay in dispatching your order (for example during peak times or in the event unforeseen or unavoidable circumstances outside of our reasonable control arise).

We make no guarantees as to the expected delivery times for your Product(s) post-dispatch or with respect to the delivery services of our third party carriers. 

We will deliver the Product to the delivery address specified in your order. You are solely responsible for ensuring that you have included the correct shipping details and address when placing orders for Products. If you opt in to contactless delivery (if available), this authorises the delivery driver to leave your parcel in a safe location at the delivery address. Title to and risk in the Product(s) will pass to you upon delivery of the Product(s) to your specified delivery address (including by contactless delivery if applicable).
We recommend that you have a Australia Post - My Post account and enable notifications so that you can easily monitor the location and arrival time of your delivery. The account is free and can be set up online at MyPost - Australia Post

If your delivery has taken longer than 10 business days to arrive and you have received a shipping confirmation email from us, we ask that you lodge an inquiry directly with Australia Post: https://auspost.com.au/help-and-support#forms

SHIPPING COSTS

  • Capital City Metro Locations around Australia 
    Our standard shipping rates are $9.95 for parcels.
    Free shipping is available for orders over $99
  • Regional Locations around Australia
    Our standard shipping rates are $12.95 for parcels.
    Free standard shipping is unavailable unless you are a Loyal Friend or Lovable Companion tier member, see below for details
  • Rural Locations around Australia
    Our standard shipping rates are $21.95 for parcels..
    Free standard shipping is unavailable unless you are a Loyal Friend or Lovable Companion tier member, see below for details
  • Free Standard Shipping is available in some of our membership tiers
    • For our Loyal Friend Members, we offer Free Standard Shipping for any purchase over $89 and delivered within Australia. 
    • For our Lovable Companion Members, we offer Free Standard Shipping is provided for any purchase over $69 and delivered within Australia. 

For ongoing subscription orders, our standard shipping rates apply. Our shipping costs are determined by postcode and not by weight or volume, as such these are subject to review due to the changing costs from our parcel carriers. We reserve the right to change these prices at any time.


RETURNS POLICY 

Refundable products: 

We accept returns and offer a full refund for Products returned to us within 14 calendar days or 10 business days (whichever is the greater) from the date of delivery of Products (Return Period) in the following situations:

a) your Product arrives damaged or is the subject of a recall; 
b) you have received the wrong Product due to a mistake made on our end and the Product you received is unopened, undamaged, is in the original packaging and in saleable condition; or 
c) your Product was undelivered or lost in transit. 

      Notwithstanding the above, Products returned to us after the Return Period will not qualify for a refund, unless otherwise approved by us in writing (and may be subject to a restocking fee).  

      Ineligible Products: 

      Unfortunately, we cannot accept the return of any of our Products (nor provide a refund) in the following situations: 

      a) you have not submitted a claim to us and returned the Product within the Return Period; 
      b) you have opened the Product; 
      c) your pet(s) do not like the Product(s) (including as a result of taste, dietary requirements and/or allergies); or 
      d) your shipping address was incorrect.  

      How to submit a request for Refund: 

      To request a refund, you can contact our Customer Service team via the live chatbot widget or by email via orders@healthypetco.com.au and comply with our requests (which may include sending order details, receipts, tracking numbers, photographic proof of damaged Products and/or other information as is reasonable to support your claim).  

      If you are not sure whether you are entitled to a full refund, please contact our Customer Service team via the live chatbot widget or by email via orders@healthypetco.com.au and we will work with you to resolve the issue.  

      Upon accepting a request for return, our Customer Service team will issue you with a return number and details for returning the Product to us.  

      You will be responsible for the cost of returning the Product to us unless otherwise notified by us in writing.  

      Consumer Law Guarantees 

      Our Products also come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Consumer and Competition Act 2010) (ACL), including guarantees that the Products will be of acceptable quality.  

      If you receive Products from us that do not comply with the ACL, you must contact our Customer Service team via the live chatbot widget or by email via info@healthypetco.com.au us with proof of purchase (i.e. a receipt) and follow our instructions for the return of the Product to us for inspection (at your cost) (Disputed Product). 

      Upon inspection, if we consider that the Disputed Product has a major failure under the ACL, we will provide you with a replacement or refund for that Product (at your election) and any compensation to which you are entitled under the ACL for any other reasonably foreseeable loss or damage. 

      Upon inspection, if we consider that the Disputed Product provided to you has a minor failure, we will provide you with a replacement or refund for those Products (at our election). 

      To the extent permitted by law, Healthy Pet Co reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect by you. 

      RETURNS PROCESSES

      All returns processes to be initiated within 7 calendar days of receipt and returns to occur within 14 calendar days or 10 business days as per above policy.

       A. Damaged goods

        • Email orders@healthypetco.com.au
        • Attach photos of damages
        • Healthy Pet Co. order number as reference
        • Healthy Pet Co. will investigate
        • Customer is offered a refund or replacement product
        • Damaged are returned to Healthy Pet Co, at customer expense, unless alternative is agreed in writing 

      B. Incorrect items

        • Email orders@healthypetco.com.au
        • Attach photos of all items in package
        • Healthy Pet Co. order number as reference
        • Healthy Pet Co. will investigate
        • Customer is offered to have the missing items shipped or a refund
        • Incorrect items are returned to Healthy Pet Co, at customer expense, unless alternative is agreed in writing

      C. Change of mind

        • Email orders@healthypetco.com.au
        • Healthy Pet Co. order number as reference
        • Products are returned at customer expense to Healthy Pet Co. unopened and in original packaging
        • On receipt of goods, customer will be issued a refund

      D. Goods not received

        • Email orders@healthypetco.com.au
        • Healthy Pet Co. order number as reference
        • Confirmation of shipping address in email
        • Healthy Pet Co. will investigate with 3rd party carrier
        • Customer to be offered a refund or replacement order, provided that shipping details are correct

      Healthy Pet Co. will respond within 24 hours of receipt of email, noting that our business hours are Monday – Friday 9am to 5pm (AEST).  


      Contact us      : If you have any questions or complaints, please contact our Customer Service team via the live chatbot widget, or at: 

      Mail: PO Box 371, Niddrie VIC 3042  Australia 
      Website: https://www.healthypetco.com.au/pages/contact  
      Email: orders@healthypetco.com.au
      Phone: +61(3) 9967 2233