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FAQs

 

Ordering

How do I place an order?

 

  1. Select product you would like to order
  2. Select desired quantity
  3. Click add to Cart
  4. Review your Shopping Cart and finalise when ready
  5. Select the correct address from the drop-down search
  6. Enter in your payment details
  7. Confirm the invoice address
  8. Finalise your order

 

 

Do I have to register, or can I place an order as a guest?

No, you do not have to register to shop on Purina.com.au/store, we have a guest option for our website.

 

We also have the option to create an account this allows you to view your order history and edit your contact details if required. Please know we take privacy very seriously and will hold all information in accordance to our privacy policy.

 

Payment

What payment methods do you accept?

We accept Credit Card only – Visa, Mastercard & Amex. We do not accept Dines club cards or PayPal at this time.

 

Can I place my order over the phone?

Please know we wish to help everyone who would like to buy direct from us, unfortunately we do not have the ability to take your order over the phone. If you are having trouble registering for Purina.com.au/store or issues with checking out your cart, our PetCare Advice Team might be able to assist you.

 

Do you offer After pay or similar lay-by options?

We do not offer Afterpay or any other lay-by options on our site.

 

Delivery & Shipping

Where do you deliver to? Who will deliver my order?

Australia wide. Our currently delivery method is via the preferred carrier of your area. We use several providers, and this is based on your location and size of order. We will provide a tracking link with details of the carrier once your order has been dispatched. 

Most common providers used are:

  • StarTrack
  • Aramex
  • Direct Couriers

  

How long will my order take to be delivered?

We aim to have your order at your door within 9 calendar days, more information can be found on our Terms and Conditions page about delivery options and time frames.

 

 What is your cost of shipping?

The cost of shipping is $10 for orders under $50, or free shipping for orders $50 and over.

 

Can I ship to a PO Box?

No, deliveries cannot be made to a PO Box as they are sent via courier.

 

When will my order be shipped?

We aim to have your order at your door within 9 calendar days, more information can be found on our Terms and Conditions page about delivery options and time frames.

 

How do I track my order?

You will be able to track your order using the link provided in the dispatch email. Please reach out to us if you have not received this email yet.

 

I never received an email with my tracking information, how do I check its status?

Please reach out to us if you have not received this email yet.

 

Can I change the delivery address after my order has been confirmed?

No, due to the speed your order gets processed and booked with the courier carriers we are often unable to change the delivery address. Please make sure you confirm the address selected is correct before checking out.

 

Do I have to be home to accept my delivery?

Yes, current delivery services and will require you to be home for safe delivery. Please contact them is you have any issues collecting/accepting your order. Contact details will be listed within your tracking details on the courier website.

 

My order has been stolen

We are sorry to hear about this. Unfortunately, if you leave instructions for your item(s) within the Delivery Instruction field, you agree to take responsibility of your order once the courier claims to have left your order. Please refer to the Terms and Conditions.

 

Returns & Refunds

Do you have a refund or returns policy?

We do not offer refund or exchanges for change of mind, please read the Terms and Conditions for more information. We provide refunds for the following only:

  • Damaged in transit
  • Different products delivered to those ordered
  • Faulty products
  • Products that fail to meet the consumer guarantee under the Australian Consumer Law.

 

Please reach out to our PetCare Advice Team for support.

 

How do I change or cancel my order?

We apologise, however once an order has been placed it cannot be changed or cancelled. Please read the Terms and Conditions for more information.

 

What warranty do you offer?

We do not provide warranties for general wear and tear or damaged caused by your pet, our team are happy to look into concerns you may have if you believe your item has a manufacturing fault. If you believe an item is faulty please reach out to our PetCare Advice Team for support. You can read more in our Terms and Conditions.

 

For any quality concerns about our food, please reach out to us.

 

Privacy and Terms & Conditions

What is your privacy policy?

Please know we take privacy very seriously and will hold all information in accordance to our privacy policy.

 

What are your terms and conditions? Or where can I find them?

Terms and Conditions.

 

Other Questions and Enquiries

Do you sell wholesale to businesses?

If you are a registered Breeder or a Groomer, Purina® for Professionals™ (P4P) is an exclusive program for pet professionals. P4P offers professional pricing and home delivery for Purina® Pro Plan®, Purina® Tidy Cats® and Purina® Care products.

 

For all other enquiries about wholesale options, please contact the PetCare Advice Team.

 

Do you have a rewards program?

No, at this time we do not offer a rewards program. Thank you for your interest.

 

For any additional enquiries

Please Contact Us or Live Chat with our team.