Shipping

DELIVERY INFORMATION

We use the most reputable carriers such as TNT Express to deliver our orders. We only use freight companies that have up to date tracking systems, handle the goods appropriately and deliver in a timely manner.

TRACKING YOUR PARCEL

Our carriers will email tracking details to you as soon as the order is accepted in their system. You can track delivery progress on their websites.

IF NOBODY IS HOME

Delivery drivers will leave the goods if you are not home (unless you advise us to the contrary). We won’t require a POD but the parcels are your responsibility if left. If you are not likely to be home, you can let us know a place that you would like the parcels left.

REGIONAL DELIVERIES

Let us know if your delivery location is remote or regional. We can make a note for the driver on our online dispatch system. Just let us know when you make your order.

DELIVERY TIMES

We aim to dispatch all orders within 1-2 business days. Once it leaves our warehouse, delivery times are usually 3-4 business days to Sydney, Melbourne and Brisbane, add another day or two if you are close to these cities. Adelaide is usually 3-4 days with another day or two to country SA. For other locations, please contact us for a delivery estimate to your area.
Times can be longer in peak periods and around holidays.
Please note we are unable to guarantee any delivery date. We are only able to provide estimates.

DELIVERY RESTRICTIONS

We CANNOT deliver:

Outside of Australia
To PO boxes or post offices

Returns and Refund

We are not obliged to accept returns for change of mind.

You must obtain prior authorization from us before returning goods. You must contact us before you assemble or use the product/s. All returns must contain relevant order/contact details before a refund can be actioned.

Products must be sent back unused and unassembled with no damage and a refund less freight will be given.

We have no re-stocking fee but if payment was made via Afterpay we will deduct the Afterpay fees from your refund amount.

We can arrange pick up and refund will be less return freight also.

Refunds will be in the same manner as payment was received.

If you have any questions, please email our Customer Support Team.

Consumer guarantees apply under Australian Consumer Law.

Unfortunately, sometimes things get damaged in transit. Any problems must be advised within 14 days of receipt of the goods.

Please email us at sales@andalapets.com.au within 14 days of receiving your order. Please include your order details plus photos clearly showing the damaged part(s) so we can identify them. This must be done before using, assembling or modifying the product.

We will replace any parts damaged in transit free of charge. This is at our discretion. If we offer replacement parts, you must confirm you want them sent within 10 days of receiving our offer.

Sometimes a partial refund may be offered instead of parts, at our option, if the product can be repaired easily by the customer. Prior approval is required.

If the customer refuses replacement parts, then it is at their cost to return the goods for a refund less freight charges.

In the rare instance a part is missing let us know exactly what part it is and we will send it to you ASAP.

We do not offer an extended warranty except those implied by Australian Consumer Law.

Jurisdiction: With your purchase you agree these terms are governed by the laws of Victoria, Australia. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts operating in Victoria and its appellate courts. All disputes will be heard in Melbourne. VIC.

Contact Us

Email: sales@andalapets.com.au