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FAQs

Shipping

We offer fast and free shipping for orders as follows:

  • For metro and major areas we offer Free Standard Shipping over $99
  • For our Loyal Friend Members, we offer Free Standard Shipping for any purchase over $89 and delivered within Australia. 
  • For our Lovable Companion Members, we offer Free Standard Shipping is provided for any purchase over $69 and delivered within Australia. 

Orders shipped outside Australia are subject to taxes and duties that are paid for by the customer.

We will use best endeavors to dispatch your order within 48 hours after placement of the order, using third party carriers (such as Australia Post). 

Our standard shipping time within Australia is 3 - 5 business days.

Shipping charges, if applicable, will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year. Please allow extra time for shipment and delivery during public holidays and holiday periods such as Easter and Christmas. 

Currently, we do not offer international shipping, but we are working to provide this service in the future.

For additional questions about our shipping policy, please contact us at [email protected]

At this stage we don't provide international shipping but are working on some options which we hope to have in the not too distant future.

Metro Locations around Australia 
Our standard shipping rates are $9.95 for parcels up to 20kg.
Free shipping is available for orders over $99

Regional Locations around Australia
Our standard shipping rates are $12.95 for parcels up to 20kg.

Rural Locations around Australia
Our standard shipping rates are $15.95 for parcels up to 20kg.

Free Standard Shipping is also available in some of our membership tiers

  • For our Loyal Friend Members, we offer Free Standard Shipping for any purchase over $89 and delivered within Australia. 
  • For our Lovable Companion Members, we offer Free Standard Shipping is provided for any purchase over $69 and delivered within Australia. 

For ongoing subscription orders we only charge $7.95 for parcels up to 20 kilos.

If a parcel is large in size the Australia Post rates for the volume of the parcel will apply.

Yes, we do offer expedited shipping for domestic orders. The cost associated to this will depend on your location and the size and weight of the items ordered.

Please contact our customer service team on +61 3 9967 2233 to arrange this prior to completing your order.

Lost packages

At Healthy Pet Co. we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.

Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] or by phone +61 3 9967 2233 within 3 hours of receiving the order and include photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund. 

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please reach out to the carrier or check with your local Australia Post office as the carrier often redirects the item there for collection 

If you need additional assistance, please email our team at [email protected]

Refunds

We’re sorry your item(s) have damage!

Some items break during shipment. We’ll do our best to help.

Please email our team with an image of your damaged item for further assistance. Send an email to [email protected]

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance at [email protected]

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!

Once your return has been received and processed, you will be notified via email when the refund has been issued.

Please allow 5-8 business days for the refund to reflect in your account.

Returns

To request a refund, you can contact our Customer Service team via the live chatbot widget or by email via orders@healthypetco.com.au and comply with our requests (which may include sending order details, receipts, tracking numbers, photographic proof of damaged Products and/or other information as is reasonable to support your claim).  

If you are not sure whether you are entitled to a full refund, please contact our Customer Service team via the live chatbot widget or by email via orders@healthypetco.com.au and we will work with you to resolve the issue.  

Upon accepting a request for return, our Customer Service team will issue you with a return number and details for returning the Product to us.  

You will be responsible for the cost of returning the Product to us unless otherwise notified by us in writing.  

Returns must be initiated within 1 day of receiving your order. Items must be unused and in the original packaging.

Refund process

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.

We accept returns and offer a full refund for Products returned to us within 14 calendar days or 10 business days (whichever is the greater) from the date of delivery of Products in the following situations: 

  1. our Product arrives damaged or is the subject of a recall; 

  1. you have received the wrong Product due to a mistake made on our end and the Product you received is unopened, undamaged, is in the original packaging and in saleable condition; or 

  1. your Product was undelivered or lost in transit. 

Notwithstanding the above, Products returned to us after the Return Period will not qualify for a refund, unless otherwise approved by us in writing (and may be subject to a restocking fee).  

Unfortunately, we cannot accept the return of any of our Products (nor provide a refund) in the following situations: 

  1. you have not submitted a claim to us and returned the Product within the Return Period; 

  1. you have opened the Product;

  2. your pet(s) do not like the Product(s) (including as a result of taste, dietary requirements and/or allergies); or 

  3. your shipping address was incorrect.  

Order Cancellation

You will have the option to cancel your order within your confirmation email. You may also contact our customer service team at [email protected]

Please include your order number and the reason for cancellation in your message.

Orders can only be cancelled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

Orders can be canceled within 2 hours.

Please email our team with your cancellation request as soon as possible on [email protected]

You will receive confirmation of your cancellation if we’re able to make it happen.

After this period, we may not be able to cancel your order as it might already be in processing or shipment.

If you have already received an order confirmation email, it may be impossible to cancel your order. However, you can always request a return or exchange once your order arrives.

Orders

Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team on [email protected] immediately after placing your order.

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 2 days for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

Within 24-48 hours after placing your order, you can click the tracking number link in the email or track your order via the Customer Support Help Centre on our website here.

If you have not received a tracking number within this time, please first check your spam/junk folder. If it is not there, please contact [email protected], and we will do our best to resolve this for you. 

Customer Service

To apply a promo or discount code:

• Proceed to checkout and enter your code in the Discount Code field.

• Click Apply to see your new total before finalising your order.

• Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

Sorry about that. Please make sure you’ve created your account, and activated it, to log in to the new site. You should have received an email from us to activate the account.

Need to resend the email? Please contact us here or via the chat bot.

If you wish to change your account password, simply click forgot password on the login page. 

If you wish to change your account email, please contact us at [email protected] with your current email and the email you wish to change to.

If you wish to delete your account, please contact us at [email protected] with the email address for the account you wish to delete. 

If you wish to change or delete your address, when logged in, click account in the top right hand corner, then click addresses. Here you can edit or delete or add your addresses. 

Any other information you wish to change, please contact us at [email protected] with the details you wish to change. 

Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact us at Customer Support to help apply your points to your account. You also won’t receive points if you return your purchase or your purchase is cancelled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance. 

We are so sorry for the inconvenience - we want you to feel confident that all of your points are right where they should be . . . in your account! The first thing to note is that there may be a delay in our systems communication and points could take anywhere from minutes to several hours to appear in your account. However, if you feel like you have earned points but they are not showing up in your account you can also troubleshoot it with these tricks:

  1. Try to refresh your browser.
  2. Try to log out and then back in to your account.
  3. Check your ‘Rewards history’ in your Rewards account to see if the points were added without you realizing it. Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.

If you still feel like your points balance is not accurate you can contact our Customer Support team and they will look into the issue for you.

Oh no, we apologise for this. 


The most possible scenario is that there was a mistype in one of the email addresses that you entered or you forgot to put commas between multiple emails to separate them.
To eliminate confusion over what occurred, we recommend that you go back and enter each email address one at a time, clicking ‘send’ after each one rather than uploading them all at once.


If you are still having problems using the email referrals, we recommend using your unique referral link or sharing the referral through Facebook, WhatsApp or email to receive credit. Please contact our Customer Support if you need further assistance. 

Thank you so much for sharing us with your friends! We really appreciate it.


Referred friends must be first-time customers for both of you to receive the referral rewards. In addition, the referral must be initiated through our rewards referral box on your personal rewards page or using your unique referral link also found there.
Points will be added to your account as soon as your friend completes their first purchase on our website.
When this happens, you will receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account. You can also check your ‘Rewards History’ to see a list of any points that you have received for referrals. 

Member Benefits

To use your rewards points, copy the code that we shared with you and proceed to checkout. Enter your code in the Discount Code field.

Click Apply to see your new total before finalising your order. Only one code can be used per order.

If you've received a referral link, you may not see your discount right away, but don't worry. Once you add products to your cart, you'll see the discount applied at checkout. Be sure to double-check it has been applied before paying.

No need to worry! All customers with an active account were automatically enrolled in our rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person. 

You will only receive points for purchases made after creating your rewards account. Make sure to create an account before placing an order so you can receive points! Join & Save
Just for joining our Healthy Hub rewards program you start earning points. Aside from earning points through purchases, you can add your birthday to your account to earn points, leave us a review, or like us on Facebook. Access all the ways to earn under the How to earn points on the Member benefits page. 

Sign-up is 100% free, and it will never cost you anything to earn points. Make sure to visit the Member Benefit page to get started. 

Exchanging your points for Healthy Hub benefits couldn't be easier! Simply visit the rewards page to view all our great reward options and click the 'Redeem' button to redeem your chosen reward. Copy the code and then apply it at the checkout. 

Your membership to Healthy Hub rolls automatically each year and you will maintain your Milestone status as long as you keep spending at the level noted in the rewards table which can be seen on the Member benefits page.

Rewards points are valid for the remainder of the calendar year in which they are earned, plus the following calendar year.

For example: points earned anytime during the year 2024 are valid for the remainder of 2024, plus all of 2025. Points will start over at 0 on January 1, 2026.

Rewards points will expire after 12 months of Rewards account inactivity.  This means that if there is no change to your Rewards account balance (through either the addition or redemption of Rewards), all Rewards earned in the previous 12 months will automatically be removed from your account.

If you are returning the entire order, we will refund you the total dollar amount spent after the discount was applied. The points you used to redeem the discount will also be added back to your rewards account.

If you use your rewards towards a purchase and later decide to return that item, your rewards will be credited back to your rewards account. For example, if you used 100 points towards a $100 purchase that you decide to return, the $90 balance will be refunded to your credit card and the 100 points will be deposited back into your rewards account.

Your Healthy Pet Hub milestone is determined by the amount you spend in a calendar year (Ex. Jan 1, 2024 – Dec 31, 2024).To reach:

  • Pet Pals you must spend from $0 to $300
  • Best Buddies you must spend $301 - $500
  • Loyal Friend you must spend $501 - $800
  • Lovable Companion you must spend $801+

Once you qualify, you will instantly move up and have access to that milestone’s benefits through the rest of the current calendar year as well as the following calendar year. As you move up in the VIP Milestones, you will retain all benefits from your previous milestone.

When you are signed into your rewards account, your home page will list all of the rewards milestones. Your current milestone and perks will be highlighted with a box around it. 

When your total points cross a Milestone threshold you will receive an email welcoming you into the new Milestone. If the Milestone that you have crossed into is Pet Pals this email will also include a unique coupon code for you to redeem your one-time rewards coupon. Keep in mind that coupons cannot be used in addition to the redemption of points.

Personal Information

Any personal information you provide to us when using this Website, our Shopify Platform or our Social Media and/or purchasing our Products will be collected, used and stored by us in accordance with our Privacy Policy. 

Subscriptions

By opting in to an Auto-Reorder subscription, you are agreeing to be charged for the initial order placed, as well as a recurring payment and supply of the relevant Product, at the intervals selected by you at the time of opting into the Auto-Reorder, without further authorisation by you (unless you cancel or otherwise modify your Auto-Reorder subscription).

Your Auto-Reorder subscription may be modified or cancelled at any time after the initial payment. Modifications and cancellations must be made by you and processed by us at least 48 hours in advance of the next scheduled Auto-Reorder order. Modifications or cancellations processed with less than 48 hours’ notice will be applied to the following Auto-Reorder order. 

No changes can be made to an Auto-Reorder order once it has been processed by us.  

The price applicable to each Auto-Reorder order will be the ‘auto-reorder’ price for the relevant Product on the date of the order, as may be amended from time to time. These prices are discounted based on your re-order frequency.

If you create an Auto-Reorder order on a sale item, the price will revert to the regular price when the product is no longer on sale. 

We will endeavour to notify you of any price changes to Products that are the subject of an Auto-Reorder, however, it is your responsibility to review Product prices prior to each Auto-Reorder order date.  

Changes may occur to Product(s) you have ordered via our Auto-Reorder subscription where a Product is subject to supply issues. In such cases, Healthy Pet Co. will use their best endeavours to find you an equivalent or better substitute for the relevant Product. We may also contact you via your preferred contact method to ask if you would like a substitute item.  

You may elect to opt out of substitutions at the time of creating an Auto-Reorder subscription, and any time thereafter (via your account). If you opt out of substitutions, and the relevant Product is subject to supply issues, we will cancel the applicable Auto-Reorder order for that Product and you will not be charged for that Product for that order.   

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