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Terms & Conditions |
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All Pets Direct (APD) Terms & Conditions
Delivery Costs:
All delivery charges vary depending on the size and weight of your order and your chosen delivery address as defined by the postcode.
*Free delivery from $49 applies to Melbourne metro area postcodes only.
*Free delivery from $99 applies to Adelaide, Sydney and Brisbane metro area postcodes.
We are unable to deliver to PO Boxes or Parcel Lockers.
Delivery Timeframes:
Following an email receipt your orders will take between 2-8 business days (Monday to Friday) depending on destination, shipping method and product availability.
Please note: There may be delays during peak periods such as Christmas, Easter and public holidays.
Shipping method:
APD use a combination of courier services, Australia Post and our own drivers to ship your order and therefore you must supply a street address, as PO boxes are unable to be delivered to.
Time of delivery is subject to change and cannot be guaranteed. Standard delivery timeframe during hours of 8am - 6pm applies to all orders. Deliveries will take place on weekdays only.
During your checkout process there will be special delivery instructions comments box if you have any special requests, all attempts to follow these are made but not necessarily possible.
(ATL) – Authority to leave: Any goods delivered as requested be left at a designated area are done so at the customers full ongoing responsibility. APD will not be liable for Items left as required and later advised as missing by Customers.
Re-Delivery:
If you are not home when the courier attempts to deliver your order they will typically leave an “attempted delivery” card. This card usually contains the details needed to contact the courier to arrange a suitable re-delivery date. The courier may attempt to re-deliver your order, however if for any reason you do not contact them and/or they are unable to contact you, the delivery may be returned to us. If returned, APD will contact customer and either arrange another delivery (at an additional cost to the customer) or a refund of the order value less any incurred costs.
Prices:
All prices are inclusive of taxes. Promotional offers and prices are as stated, with no further discounts available. (E&O Excepted). Prices on the website reflect those anticipated to be in operation on the date indicated on our website. In the event that prices are due to change between your order being placed and collection we will contact you.
Although we endeavour to ensure that all pricing information on this website is accurate, occasionally an error may occur and goods may be mispriced. If we discover a pricing error we will, at our discretion, either contact you and ask you whether you wish to cancel your order or continue with the order at the correct price; or notify you that we have cancelled your order. We will not be obliged to supply goods at the incorrect price.
We reserve the right to adjust prices, offers, goods and specifications of goods at our discretion at any time before (but not after) we accept your order. Where an end date is specified on any offer on the website, it is intended as a guide only. We reserve the right to change prices at any time.
Security:
Our e-commerce site uses 2048 bit TSL1.2 security, making it almost impossible to use from a third party. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a ‘cookie’, which would be stored on your browser. You can usually modify your browser to prevent this happening. However, please note that this may affect the successful functioning of the site. The information collected in this way can be used to identify you unless you modify your browser settings.
If you have any further questions about this, please email us at orders@allpetsdirect.com.au and we will be happy to help.
We strongly advise that you keep your password secret at all times. Your password is also held on our systems in encrypted form and cannot be accessed even by us. If you believe that somebody may have found out your password you should change it immediately. Alternatively, notify us at orders@allpetsdirect.com.au and we can suspend your account. As an added security measure we store fully encrypted credit card details available for re-use as part of your online account.
At APD we take fraud prevention extremely seriously. For your protection, when processing your order we will take all appropriate measures to validate your card details, including requiring you to enter your card's security number with each order.
Kinds of Information Collected and Held:
Name, age, date of birth and contact details (including residential or business address, delivery address, email, phone number).
Pet ownership details, shopping habits, preferences and a record of products and services purchased.
Marketing preferences:
Device identification information – this is in regards to Cookies and Digital Identifiers. Generally individuals can use this service without identifying themselves, however the website may collect device information when a customer uses their computer, tablet, or mobile phone, or any other device to browse the online store and other sites or applications.
This information may include session cookies, your device IMEI number, IP address or MAC address. In some cases, these identifiers may only relate to a device or may be of an aggregated or statistical nature, and will not identity the user. In other cases we may associate information about your use of the website and other digital services over time with your personal information, e.g. where on any occasion you have logged in, followed a link sent to you by email or we have otherwise been able to identify you. APD and third-party vendors use first-party cookies and third-party cookies together to inform, optimize, and serve ads based on an individual’s past visits to our website and third party websites.
Collection of information:
When you place an order or register your details with us, we collect personal details to fulfill your order. APD can also identify which users are online and what pages they are on when logged in. We will often need to alert delivery services to details such as your name, address, and contact number. We store this information for future reference. On some occasions we add information to this to personalise and increase our communication with you and deliver your order. APD will call you to confirm payment details where required.
Users may opt out (unsubscribe) from receiving future marketing on any and all offers by clicking unsubscribe on e-mails or contacts or by calling the office on 0399826705 which will be enacted within 24 hours of receipt
Direct Marketing:
APD may send customers direct marketing to keep customers informed of products and services. This is via email, SMS and regular mail.
The company will endeavour to use the preferred communication method where indicated. Customers are able to opt out of direct marketing. This can be done via the phone or by contacting an email address provided. Customers can also choose to unsubscribe by clicking the link at the bottom of all marketing emails.
Accessing and Seeking Corrections to Personal Information:
Customers are entitled to access any information on them held by APD on request. This can be done by contacting a Privacy Officer using the details provided on the website. In limited instances access to your personal information may be declined in accordance with the APP. A fee may be charged to access your info.
APD aims to ensure information is up to date. Customers can notify them where information is incorrect, out of date, incomplete, irrelevant or misleading. All reasonable steps will be taken to correct this.
APD takes all reasonable steps to destroy or permanently ‘de-identify’ customer information when it is no longer required and to protect it from unauthorised access. Customers can request to have their information destroyed, though it may not always be possible to comply with this.
Complaints about handling of information can be made by contacting APD at any time.
We will consider and respond to your complaint within a reasonable period. If you are not satisfied with our response to a complaint, or you consider that APD may have breached the Australian Privacy Principles or the Privacy Act, you are entitled to make a complaint to the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner can be contacted by telephone on 1300 363 992. Full contact details for the Office of the Australian Information Commissioner can be found online at www.oaic.gov.au.
APD reserves the right to make changes to this Privacy Policy from time to time. Any changes to the Privacy Policy will be published on APD website. This Privacy Policy was last amended in JUNE 2015. We encourage you to periodically review the Privacy Policy for the latest information on APD privacy practices. This privacy policy can be found on APD website
Returns and Refunds
This Policy provides you with benefits required to have by law, including under the Australian Consumer Law (see below), because your satisfaction is very important to us.
Refund Policy:
If you change your mind about a product you have purchased from us, you can return that product to us within 30 days of purchase and we will happily refund the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable.
Delivery Refund Policy:
If you bought the product online, and the product is defective or damaged in transit, return the product within 30 days and (provided we agree that the product is damaged or defective as outlined below) we will refund your original delivery charge or cover the costs of delivering any replacement product to you.
We will not however refund delivery charges if the item is returned simply because it is unwanted.
Faulty/Defective Products:
If you receive a faulty product from us (for online purchases a product is defective or damaged in transit on delivery to you) return it to us within 30 days of purchase and we will inspect the product and if we agree that the product is faulty and unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product or offer a replacement.
If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price (and delivery price, if any).
If however, you return the product more than 30 days after purchase or you do not agree to the replacement or refund referred to immediately above, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement, repair or refund.
In many situations, this will be a simple assessment by our store staff or for online purchases the customer service team.
For example: if the product was wrongly described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can usually assess it immediately upon receipt.
Sometimes it may be dangerous or may not be possible to assess the product immediately due to the nature of the product (for example, if it is an electrical item). In these circumstances, we may send the product to the manufacturer or their repair agent to determine the issue and its resolution.
Whilst we always do our best to provide you with a timely resolution, depending on the product please be aware it may take six weeks or more to complete the process due to the number of parties involved. When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.
An alternative option is for you to liaise with the manufacturer directly, which may be more convenient and efficient for you. Our customer service team is happy to provide you with the relevant manufacturer’s contact details to assist you.
When assessing faulty and damaged items APD looks at the following:
If there is a minor fault – where the fault is minor and the product can be easily repaired it will be fixed and returned to the customer within a reasonable timeframe. APD and/or the manufacturer can decide instead to replace or refund the purchase price.
A major fault – if the assessment of the product concludes that the item is seriously faulty the customer may choose whether they would prefer a refund, replacement, or repair.
If the product has been damaged through abnormal use – neither APD or the Manufacturer accept responsibility for damages incurred through incorrect use of the product. If repair were possible it would be at the customers direction and cost.
If a pet does not like a food item (as outlined in APD return policy) the item will be refunded provided the item is in it’s original condition, and is resealable and returned within 30 days of purchase. This only applies to the Super Premium dog and cat food brands, all others cannot be returned if opened.
They do stress it is important when switching to a Premium food product you introduce it gradually into your pets diet.
However, if you find that your pet does not take to the new Super Premium dog or cat food, then return the bag of pet food within 30 days of purchase and we will refund your purchase. It does not matter how much food is left in the bag.
This is followed by a link to their list of Super Premium food brands.
To return a Product:
Take it to the nearest APD store.
Wwe are happy to refund in full any returned to us within 30 days of purchase (They must satisfy our inspection they are returned in a re-saleable condition) with a deduction for freight costs dependent on your location. We will process a refund less return shipping costs to your credit card on receipt of the wines.
Returns can be organised in the following ways:
Pack goods in a box safe from breakages and return to the store during opening hours.
Contact us for a national Reply Paid Australia Post form and package goods into box in a non breakable manner and drop to post office for return to us.
Contact orders@allpetsdirect.com.au for the correct form.
Conditions of Use
Welcome to www.allpetsdirect.com.au. If you continue to browse and use this web site, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our govern all pets direct Pty Ltd's relationship with you in relation to this web site.
Terms of Use
The contents of the website are for general information only and subject to change without notice.
Neither the company or any third parties provide any warranty or guarantee the accuracy, reliability, availability, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose – the customer acknowledges this by using the website, the company excludes and liability for any errors.
You use any information on the website at your own risk. The customer indemnifies the company, any affiliates or associates, licensors/licensees from any responsibility for any claim as a result of using this website.
The website contains material owned by or licensed to the company. Reproduction is prohibited in accordance with copyright notice, which forms part of the terms and conditions.
Any trademark not the property of the company is acknowledged.
Unauthorized use of the website may result in a claim for damages or be a criminal offense.
Any links to other websites on the website are not necessarily endorsed by the company, and no responsibility is taken for them.
You cannot create a link to APD website without their consent. |
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