Terms & Conditions
Natural Treats
When feeding treats we cannot guarantee how your pet will react. Incidence where illness or injury occur are rare but can happen. When feeding our treats you accept our treats are not risk free. Just like humans, choking can occur and we recommend monitoring your pet while eating. We recommend choosing appropriate treats for the age and size of the pet. We do our best to source treats that are safe & ethical from a manufacturing perspective (i.e. not cooked).
We recommend regular monitoring to see how your pet eats and behaves in all aspects. Not all treats are safe due to scoffing/ inhaling. Pets that eat food fast are at higher risks of choking on smaller items compared to slow eaters.
When trying new treats and proteins please be aware some pets can get an upset belly. Try new treats slowly and if possible when home, to monitor later on in the day for upsets. Digestion can also be an issue as some pets might digest slower then others. As a result some pets will regurgitate food and re-eat as a way to digest food (yes, sounds lovely). If this is a regular occurrence we recommend not feeding these foods as they can end up causing blockages, dental issues and just isn't pleasant in general.
Dental issues are another issues to be aware off. Pets will bad teeth or old age may have issues that hard chews may make worse. Just like humans cavities/fractures can be present without being noticeable.
Shipping
Majority of our parcels are sent via Australia Post. This is due to there wide spread ability to deliver and LPO service. Shipping times are a guide and cannot be guaranteed especially during high volume periods and natural events (ie. flooding). Unfortunately, parcels can sometimes go astray, this is out of our control. Please contact the courier ASAP to lodge an enquiry to escalate the issue. If the order is deemed lost in transit we will replace the order t no additional cost.
Bugs
Bugs love natural treats! During transport we do our best to reduce ant risks by sealing all our treats as well as the boxes. As annoying as ants are they are not dangerous to your pets. Remove the items from the box and give everything a good shake to remove them (do this outside!). We recommend using a pest spray in the area parcels are left regularly to save the stress later on. This is also a fantastic idea for indoors where the treats are stored.
Another bug commonly seen with natural treats is the hide beetle. Hide beetles are a common flying pest for all natural products including pet treats. They will fly distances to find food sources and lay eggs. They will also eat through plastic if given long enough. The life cycle of a hide beetle is around 30 days. In just a few days an egg will hatch into a pupae (small furry caterpillar looking bug) then shed its skin into a black beetle. To avoid attracting these beetles keep bags sealed or use containers with a good seal. If you happened to find them, we recommend freezing all treats for a minimum of 48 hours to kill all life stages of the hide beetle. Like ants they are not dangerous to your pets and safe to feed.
If you discover hide beetles after 30 days we will not offer support as contamination would have been very noticeable before this, contamination would have occurred after dispatched from us.
Another bug commonly seen in natural products is weevils. Weevils can be found commonly in flour/baking goods in the home or inside seeds. Commonly seen in bird seeds and even livestock feeds. Weevils life cycle is around 30 days during warmer months. You can identify weevils early with a web like net in the feed or as a black beetle (long nose). Adults will appear when disturbed or if exposed to heat. They are a pest but not dangerous to your pets and safe to feed We recommend freezing for a minimum of 48 hours to kill all life stages.
If you discover weevils after 30 days we will not offer support as contamination will have been very noticeable before this, contamination would have occurred once dispatched from us.
Change of Mind/Exchange
We offer a 7 day change of mind/exchange policy on any item as long as its unopened and re-sellable condition. We can offer a full refund or a credit (minus shipping) to use on another purchase. Shipping for the return and replacement will be at the customers expense. Contact us within 7 days of the item/s being received and return within 30 days if the original purchase date. See return address below.
All change of mind orders resulting in a refund will have a 10% restocking fee taken off the total amount refunded.
Returns
For change of mind/exchange returns, our business address is 135 Browns Road, Kurwongbah, QLD, 4503. For items that are faulty or errors on our part you maybe asked to return the parcel to your local Australia Post store or an arranged time for a courier to collect. Shipping costs in this case will be covered by us.
Refund Times
All refunds will be completed within 5 business days of the written agreement. Refund amount will be in full minus the shipping costs, unless stated. Once refunded, funds are returned to you typically within 3-7 days but can take longer during public holidays.
Discounts & Coupons
Lets be honest, we all love a good discount. Most sales will require a code to be used at the check out. Other discounts will be directly applied at the checkout.
Everyday discounts applied at the check out are:
Stock Up in Bulk - Order any 2 or more 1kg bags to receive $2 off per bag.
Mix & Match - Order 3 or more items to receive 25¢ off per item.
You can find the full range of items available, using the links above or on the home page.
The above discounts cannot be used in conjunction with other offers. Automatically you will receive the best deal for you (Example, free shipping or 20% off)
Substitutes
We aim to supply our customers with the best quality products available. Sometimes supply can be low due to demand or environmental influence (ie. weather). As a result we may supply a different brand of the same product. We will only ever supply a product we are happy to substitute with. Generally this will be higher price value or large product size. If this is not an option we will contact you ASAP to organise an alternative.
Special Order / Pre-Order Items
All special order/pre-order lines are ordered in as requested and are non-refundable. This is so dated products have the longest expiry or best before date possible. Most items will arrive within 7-10 business days and dispatched ASAP. If you require an item fast please contact us as some items can arrive within a few days. During peak times please allow an extra few days for dispatch.
Errors
Please remember we are human! If we make a mistake we reserve the right to refund or credit you in case of human error or IT technical issues.