Help & Faq's
In this section you'll find answers to some of the more common questions we receive. If you're question is not covered here or elsewhere please refer to the contact us page to lodge a support request.
Ordering, Payment & Freight
Warranty, Returns & Exchanges
Products, Prices & Stock
Security & Privacy
Online Coupons & Frequent Feeder Codes
Additional things to note:
- Hyphens (the - character) MUST be included if your code contains them. Our online discounts will often include two hyphens.
- Discount codes are NOT case sensitive and do not need to be entered in uppercase.
- Ensure you are entering your code into the correct online field.
- Do NOT enter your code into more than one field at once. This will result in error.
- The majority of codes issued will need to be applied to the webstore coupon field.
- Some coupons may exclude certain products like prescription or vet diets. Having excluded products in your cart may prevent the discount from being applied.
- Our "Free Shipping" offer is calculated from the total amount payable for your order and may not apply if a coupon or frequent feeder discount has reduced your order total under the $49.99 qualifying threshold.
Customer service hours are 9:00am - 6:00pm (AEDT) Monday - Friday (excluding public holidays).
If you have a question outside of business hours you may prefer to email us to allow our customer service team to respond as soon as possible.
Note: Limited telephone support offered during weekends.