Terms and Conditions of Use

Disclaimer

The use of this site is governed by the TERMS AND CONDITIONS OF SALE set forth below.
Your use of this site or purchase from Family Pet Supplies indicates your acceptance of these terms and conditions.
Family Pet Supplies reserves the right to make changes to this web site and these terms and conditions at any time without any prior notice.
Family Pet Supplies is the service provider; it is also referred to as “us” and “we”.
Customer is the person or organization who purchases or seeks services from Family Pet Supplies; it is also referred to as “you”.

Placing an Order
All orders placed are subject to confirmation and acceptance by Family Pet Supplies.
Additions cannot be made to online orders once they have been confirmed.

Stock Availability
If a product is not listed on the web site then it not available for sale with online orders. We encourage you to email us with suggested additions to our product sets and we will endeavour to post them up for sale subsequently on the website.

Order Cancellations
Any attempt to cancel an order must be made within 24 hours.
Cancellations attempted after the order has been dispatched will result in the customer having to pay the shipping and handling charges on the package and the cost of shipping the package back.
Cancellations may be communicated by telephone on 1300 858 413 or e-mail and communicating your order number.

Back Orders
If your item is not in stock, we will supply the closest alternative. We can also back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges
For orders made in Australia 10% GST is added. All international orders are GST-free.

Credit Card Security
When the order is placed at our website, credit card numbers are encrypted using 256 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Guarantee
We guarantee your satisfaction. Any products that are found to be faulty or damaged upon receipt will be replaced free of charge upon return receipt of damaged / faulty goods to Family Pet Supplies.

Shipping And Handling
Australia Post / Courier

We ship our orders either via a Courier or Registered Australia Post. Both methods of delivery are trackable across Australia.

All postage rates start from 1kg and upwards. Nearly all the orders we send out are significantly heavier than 1kg so the store is set up to work to offer best rates to those orders. The time taken to pick, pack and freight orders less than 1kg means that, unfortunately, we cannot afford to offer freight rates for smaller items. You are welcome to order less than 1kg of product but will be charged at the 1kg rate.

We have worked hard to calculate freight at cost (and sometimes subsidised) rates but we’re not perfect. If you think we’ve got the freight wrong please let us know so we can check our data and offer you the best rate possible.

Delivery Schedule
We deliver your order as soon as we can. We will normally send your order to you in two business days for stock items. If payment is by direct deposit then goods will not be sent until payment has cleared into our account.

Returns Policy
If you need to return any products puchased through this store for reasons other than because they are faulty / were found to be damaged upon receipt, please email us using the ‘Contact Us’ link on the store page. Alternatively, you can call on 1300 858 413 or write to us at:

Family Pet Supplies
P.O. Box 621
Croydon Victoria 3136
Australia