Customer Service

Shipping & Delivery

Delivery is arranged by Australia Post - Parcel Post, at this stage we do not offer Express Post or Courier Post of our parcels. Signature is not required for delivery, however we endeavour alongside Australia Post to ensure the safe delivery of your products by leaving them in a safe place. 

Delivery can take approximately 2-10 working days and is dependent upon destination, upon the date the payment is received. Metro orders are usually received within 5 working days and up to 10 days for regional and rural areas. Delivery will take place on weekdays only – Monday to Friday – and generally only during business hours – generally between 8am and 6pm. Delivery times may be subject to stock availability and Public Holidays, as such receipt of orders may be extended by up to 21 days.

Delivery charges vary depending on the size and weight of your order and your chosen delivery address. We offer flat rate shipping Australia Wide (for products under 1kg) at $4.99, for products over 1kg - delivery to Sydney METRO will cost $4.99 and delivery to NSW, QLD & VIC will cost $6.99, (these prices are exclusive of insurance). For the following states: NT, WA, SA and TAS (especially for remote areas within these states) postage is likely to equal a lot more and so we reserve the right to adjust shipping, however we will be in contact with you prior to doing so. Please keep in mind postage prices calculated for your address can change. Contact us for more details. All prices are in AUD and freight costs are payable in addition to the product price.

Please note that we need a street address as we are unable to deliver most products to PO Boxes or Parcel Lockers, there may be situations where we can accommodate PO Boxes.

During your checkout process there will be a special delivery instructions comment box if you have any special requests. Please note: not all requests will be able to be made.

We reserve the right to adjust shipping charges if the incorrect region for delivery is selected, or if your location is considered remote by the most relevant shipping carrier, will endeavour to contact you and keep you up to date on these proceedings. Although every effort is made to ship your Order according to the estimated delivery times provided, estimated ship times may change due to changes in supply or circumstances beyond our control. SuperPetz will notify you and keep you up to date on the status of your order and when it is dispatched.

Please contact us if you have any enquires regarding delivery on:

info@superpetz.com.au


Privacy & Security

This privacy policy sets out how SuperPetz uses and protects any information that you give SuperPetz when you use this website. SuperPetz is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. SuperPetz may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

 What we collect

We may collect the following information:

- name

- contact information including email address

- demographic information such as postcode, preferences and interests

- contact preferences

- credit card information

- phone number

- other information relevant to customer surveys and/or offers

- marketing preferences (marketing materials you wish to receive and the method of delivery for such material – email, SMS, direct mail etc).

We retain such information in our computer systems and databases, (such information is held on servers owned by SuperPetz). Due to the sensitive nature of such information gathered, SuperPetz ensures effective password protection is used along with physical security, which will prevent misuse, interference and loss, from unauthorised access, modification and disclosure.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

- Internal record keeping.

- We may use the information to improve our products and services.

- Advertising

- We may periodically send promotional emails about new products, special offers or other information, which we think you may find interesting using the email address, which you have provided.

- To effectively communicate with you (regarding; special offers and events i.e. sales).

- To respond to requests or complaints made by you

- From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

We may disclose personal information to known third parties which can include; delivery service providers, suppliers, distributors, data analysts, manufacturers, IT service providers and our own legal and financial advisors.

There is a chance – by law, legal process, litigation and/or requests from public and governmental authorities within or outside your country of residence – for SuperPetz to disclose your personal information. We may also disclose information about you if we determine that for purposes of national security, law enforcement, or other issues of public importance, disclosure is necessary or appropriate.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file, which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information, which you provide whilst visiting such sites and this privacy statement does not govern such sites. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

- whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes

- if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at SuperPetz.

- We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties, which we think you may find interesting if you tell us that you wish this to happen.

- You may request details of personal information, which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to SuperPetz.

- If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

In order to keep you up to date on information regarding products offered by SuperPetz, we may send you direct marketing communications via email or SMS. We also acknowledge and respect your right as customers to choose to ‘opt-out’ of such communications offered by our company. You may opt-out by contacting us on (02) 9626 7668 or info@superpetz.com.au, as well as choosing to unsubscribe from emails we send you, by scrolling down and clicking on the ‘unsubscribe’ link. 

We do not collect any banking details as we choose to process payments made to the site via Paypal. Please check with the Paypal website (www.paypal.com.au) for details on their privacy policies and security measures. Paypal is at no extra cost to you the customer; it is a popular and secure payment service that is known for maintaining high standards of security and assurance levels; protecting both us the merchant and you the customer, from security threats to payment accounts and credit card details.

SuperPetz destroys or permanently de-identify all personal information where it is no longer required and to protect all such information from unauthorised access, disclosure, loss, misuse and alteration. You may request to have your personal information removed/deleted/destroyed from our records please contact our Customer Service Team for more details on (02) 9626 7668.

To ensure that all personal information provided is secure, we communicate our privacy and security guidelines to SuperPetz employees and strictly enforce the privacy policy within the business. SuperPetz reserves the right to make changes to this Privacy Policy from time to time. 


Returns & Replacements

This policy has been established with the idea of bringing you’re the customer comfort knowing the products are of excellent quality. If any product purchased from SuperPetz is found to be defective, or it does not meet your needs, SuperPetz will happily repair or replace the product, or offer you a refund.

Customer satisfaction is of the upmost importance to us.

We offer a 14 day refund (return) and exchange policy and cover change of mind.

- If you change your mind about a product you have 14 days – from the date delivered – to return the product in its original packaging and condition and is re-saleable. We can offer you a refund or exchange the product for something else. As long as you cover the costs of shipping the product back to the return address and the cost of shipping the replacement product back to you. We will not refund delivery charges if the item is returned simply because of change of mind. 

- If the product you ordered is defective or damaged in transit, we require that you return the product within 14 days of receiving it and we will refund your original delivery charge, the cost of sending the item back to us and the costs of delivering any replacement product to you. Upon receiving the product we will inspect it and if we agree that the product is faulty and unlikely to have occurred through abnormal use (but rather through delivery) we are likely to replace the product, with your agreement. If we are unable to provide you with an identical product, we are likely to refund the purchase price and any delivery price, with your agreement. Ensure you have enclosed the order number and a copy of the tax invoice receipt for processing purposes. If the product is returned more than 14 days after receiving it we will unfortunately be unable to provide you with an exchange or refund.

Whilst we aim to carry out each claim in a timely fashion, however depending on the product, please be aware it may take 4 weeks or more to complete the process, due to shipping.

Regarding electrical products, tanks and kennels bought online at SuperPetz, you can opt for an alternative option and liaise with the manufacturer directly, which may be more convenient for you. We are happy to provide the manufacturer’s contact details to assist with your claim.

If the product appears to have been damaged through abnormal use we are unfortunately unable to offer a refund or replacement for the product, neither will the manufacturer and if repair were possible it would be at your own expense.

In situations regarding Super Premium pet food purchased online at SuperPetz, we are happy to refund the original purchase price of the food, regardless of how much food is left in the bag and it is returned within 14 days of you receiving the product.

You may return a product to your nearest SuperPetz store or by mailing it back to the below address and emailing us at info@superpetz.com.au, with the invoice number and order number (be sure to also include a copy of these details in with your product when mailing it back to us).

SuperPETZ

670 Richmond Road

Glendenning NSW 2761

AUSTRALIA

If you feel you would like to contact us to speak with a Customer Service Representative for further assistance, you may contact us on this number: (02) 9626 7668.

In situations where “Authority to leave” has been advised by the customer, SuperPetz does not accept liability in the event of missing parcels, however will help out and liaise with Australia Post in a bid to track them down.

Exceptions to the above Returns & Replacement Policy are at the discretion of SuperPetz management. 


Ordering
Payment, Pricing & Promotions

Payment is processed by the secure online payment service Paypal, it is a popular service which is known for maintaining high standards of security and assurance levels. It does not mean customers without Paypal cannot purchase from our site, Paypal offers the opportunity to still put payment through - via Credit and Debit cards, without the need of a Paypal account. Select the second option on the Paypal site to pay without signing in. 

Pricing & Promotions is done at our discretion, our in-store prices match that of our online store and promotions in-store will be applied to our online platform as well, so that customers may benefit and take full advantage of all that we have to offer as a company. 

Viewing Orders

Can be done by accessing your Account on the SuperPetz site and the status of each order is constantly updated as your order is processed. 

Updating Account Information

Please ensure your details in your Account are updated, so we are able to access the latest contact information, also to ensure that your orders are correctly shipped and processed. To check your contact information and preferences are accurate, complete and up to date, review your order confirmation sent via email and monitor all subsequent communications.