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Shipping, Returns & Privacy

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Price promise:

If you find a lower price on any product in our pet food range we will refund the difference. Please note that shipping costs are factored into the total product price (e.g. if the comparable store offers a product at $60 plus $5 shipping, the total cost we compare to is $65)

 

Shipping and Returns:

 

Availability: Stock is subject to availability. Although we aim to ensure information on our website is correct, we reserve the right to change pricing and availability to its correct form if found to be incorrect.

 

Delivery: Shipping costs $5 or free for orders over $50. This excludes some bulky items and delivery to some remote locations. Additional freight charges may be incurred for large or heavy items and deliveries to remote locations within Australia. Unfortunately we don’t ship outside of Australia, however we specialise in delivering gifts within Australia to the friends and family of our international customers.

 

Delivery Times: On occasion delays can happen in transit or at busy times of the year such as Christmas. Should this occur, the Customer Service Team will do everything in its power to resolve the situation and arrange for you to get your shipment as quickly as possible. The following delivery times apply in business days. Items are generally delivered within 7 days (metro areas) and we aim to deliver faster

 

Payment: Pets Department accepts Visa, Mastercard and PayPal. All prices are quoted in Australian Dollars and include GST.

 

Exchange: If you are unhappy with your purchase you can exchange any full priced product provided it is unopened and in perfect condition. You must contact customer service within 14 days of receipt of your delivery. Discounted items cannot be refunded or exchanged. Valid proof of purchase is required. If you experience problems with your goods or order then please contact customer service sales@petsdepartment.com.au. Special ordered large items (i.e. an item we do not keep stock of and where we raise an order direct to you from a supplier), except in relation to faulty or incorrectly supplied goods where your statutory rights are unaffected, may not be able to be returned if they are unwanted. Please contact customer service to discuss.

 

Refunds: If an item is faulty or damaged you must inform us within 7 days of receipt. We will replace or refund any faulty products and pay for the return freight on receipt and inspection of the goods. Include a letter indicating the problem with the item, and supply a copy of the online delivery note, tax invoice or packing slip.

 

Customer Care: Email: sales@petsdepartment.com.au

 

Privacy Statement:

Business ABN: 67 811 931 387

The privacy, integrity, and security of your personal information is very important to us. This privacy statement contains important information you should know regarding what information is obtained from you while visiting www.petsdepartment.com.au and what we do with that information.

This is the web site of www.petsdepartment.com.au. Our postal and physical address is: 2/271 Boundary Rd Braeside, Vic, 3195. We can be contacted by email at: sales@petsdepartment.com.au.

For each visitor to our Web page, our Web server automatically recognises the IP address of the visitor and stores this information in our database. This information is primarily used and stored for security and fraud protection purposes.

We collect the e-mail addresses of those who communicate with us via e-mail, aggregate information on what pages visitors access or visit, user-specific information on what pages visitors access or visit, information volunteered by the visitor (such as survey information and/or site registrations), name and address, telephone number, fax number, and payment details/information.

The information we collect is used to improve the content of our Web Site, used to notify consumers about updates to our Web Site, used to notify customers regarding changes to their order status, issues concerning order processing, payments processed/declined, refunds issued, cancellations made, changes to order details made, marketing, surveys, and information gathering via all means available. However, this information will not be shared with commercial organizations, individuals and other entities not under the control or direction of www.petsdepartment.com.au for the purposes of marketing and solicitation without the express permission of the customer.

Where assistance is engaged with external organisations to help and assist with in-house marketing campaigns and other forms of advertising, such work will not be engaged without a legally binding agreement precluding the use and distribution of customer information. However, information about you will be disclosed to government authorities/bodies only when legally required to do so, during fraud investigations by State or Federal police and/or government bodies, to verify or enforce compliance with the policies governing our Web Site and applicable laws or to protect against misuse or unauthorised use of our Web Site, to a successor entity in connection with a corporate merger, consolidation, sale of assets or other corporate change respecting the Web Site.

With respect to cookies, our web site uses cookies to store visitors preferences, record session information such as items that have been add to the shopping cart, as part of the proper functioning of the web site and to help us to improve our service when visitors return to the Web Site. These cookies are vital for the smooth operation of the Web Site. Our cookies are usually named "x@www.petsdepartment.com[x].txt" (or similar) in your cookies user subdirectory.

If you do not want to receive e-mail from us in the future, please let us know by sending us e-mail at the above address or by writing to us at the above address.

Your e-mail addresses are never made available to other organisations. www.petsdepartment.com.au will never make customer email lists available to commercial organisations for profit or favor. The customer's privacy is of paramount concern and such information will never be released.

If you supply us with your postal address online you may receive periodic mailings from us with information on new products and services or upcoming events. If you do not wish to receive such mailings, please let us know by calling us at the number provided above, writing to us at the above address.

Persons who supply us with their telephone numbers online may receive telephone contact from us to verify order information provided. Such information that may need to be verified may include the customers e-mail address, other registration details, delivery instructions, or other matters involving better customer service.

With respect to Ad Servers: We do not partner with or have special relationships with any ad server companies.

From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will post the policy changes to our Web site to notify you of these changes and provide you with the ability to opt out. If you are concerned about how your information is used, you should check back at our Web site periodically, we will post the policy changes to our Web Site to notify you of these changes and we will use for these new purposes only data collected from the time of the policy change forward. If you are concerned about how your information is used, you should check back at our Web Site periodically. Customers may prevent their information from being used for purposes other than those for which it was originally collected by e-mailing us at the above address, writing to us at the above address.

Customers have the ability to have inaccuracies corrected in contact information.

With respect to security: We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at our site.

If you feel that this site is not following its stated information policy, you may contact us at the above addresses or phone number, state or local consumer protection office or Consumer Affairs Victoria.

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