Taste Of The Wild Pacific Stream Puppy Dry Food 12.2kg

Returns Policy

You may return most new, unopened items within 14 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly.

This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Shipping

Shipping fees and free-shipping eligibility are determined by your delivery address (state, and whether it's metro or rural/country) and your total order value or weight.

📍 Victoria (VIC) — Metro Orders of $79.00 and over qualify for FREE shipping. Orders under $79.00 are charged a flat rate of $8.95.

📍 Victoria (VIC) — Rural / Country A flat rate of $12.95 applies to all orders. Rural/country postcodes are defined in Section 2.

📍 New South Wales (NSW), Queensland (QLD) & Tasmania (TAS) — Metro Orders of $129.00 and over qualify for FREE shipping. Orders under $129.00 are charged a flat rate of $10.95.

📍 New South Wales (NSW), Queensland (QLD) & Tasmania (TAS) — Rural / Country A flat rate of $19.95 applies to all orders. Rural/country postcodes are defined in Section 2.

📍 South Australia (SA) & Australian Capital Territory (ACT) — Weight-Based Pricing

Shipping rates to SA and ACT are calculated based on the total weight of your order. Orders under 16 kg are charged a flat rate of $14.95. Orders of 16 kg and over are charged a flat rate of $59.95.

Orders placed from Monday to Friday by 12:00 AEST will be processed and shipped next business day.

Standard delivery time: 3-6 business days after processing and shipping Melbourne, and Sydney Metro: 3-6 business days Rest of Australia: 5-7 business days Orders placed on weekends and national holidays will be processed and shipped two business days later.

Deliveries may be delayed due to unforeseen irregularities on the part of our delivery partners. We can assume no liability in such cases. Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page.

Am I eligible for free shipping?

We currently offer free shipping within Victoria (VIC) for orders over $79 AUD.

For customers located outside of Victoria, a shipping fee will apply. This fee is calculated based on the parcel’s size, weight, and delivery postcode.

When will I receive my order?

For domestic shipping within Australia, standard delivery times are usually: Metro areas: 2–5 business days Regional areas: 3–7 business days Remote areas: 5–10 business days

Please note that delays may occasionally occur due to public holidays, weather conditions, or courier network issues. Once your order is dispatched, you’ll receive a tracking number to follow the progress of your delivery.

What are the shipping options?

We partner with multiple trusted couriers to ensure fast and reliable delivery across Australia:

Sendle – Ideal for metro and residential deliveries, with carbon-neutral shipping.

CouriersPlease – Fast and reliable for urban and suburban areas.

Australia Post – Used for PO Boxes, rural, and remote areas.

What do I do if I receive a defective order?

We’re sorry to hear that! If you receive a defective or damaged item, please contact us within 14 days of receiving your order.

To help us resolve the issue quickly, please provide:

Your order number

A brief description of the issue

Clear photos of the defective item and packaging

Once we confirm the issue, we’ll arrange for a replacement, exchange, or refund based on your preference. Please note: Items must be returned in their original packaging where possible.

How do I make changes to an order I’ve already placed?

If you need to update or change your order, please contact us as soon as possible.

You can reach us through any of the following methods:

Web Chat: Use the live chat feature on our website for immediate assistance

Email: Send your request to petroom@gmail.com

SMS: Text your request to 0415 056 688

We’ll do our best to make the changes before your order is dispatched. If the order has already been shipped, we’ll guide you through the next steps.