When you access or use this Website or any Services you must:

• only do so in accordance with these Terms;
• only access parts of this website that are designated for unrestricted public access unless we have expressly given you permission to access other areas and then only for the purposes, and in the manner, permitted by us;
• keep all passwords that we give you confidential and not disclose it to any other person or permit any other person to use that password;
• immediately change any password that we have given you if you believe that it has become known to any other person;
• follow our instructions and any terms we publish on this Website when using the Services;
• make sure all information and instructions that you give us are true, correct and complete, and that you are authorised to provide the information and instructions;
• not reproduce, duplicate, copy, sell, re-sell, adapt, transmit in any form by any process (graphic, electronic or mechanical, including further copying, recording, or caching by a storage or information retrieval system, or download accelerator) or otherwise exploit any part of this website for any commercial purpose;
• take your own precautions to ensure that whatever you select from this Website is free of viruses or anything else that may interfere with your or any third party's computer systems.

You acknowledge that any content displayed or made available through the Website is our exclusive property or used and /or displayed by us with the express permission of owner. No Content may be reproduced, published or transmitted without our prior written consent. Copyright, trade mark or other intellectual property right infringement may result in civil and/or criminal penalties.

"Petstock", “Caribu”, “Pet Post”, “Best Friends Pets”, “My Pet Warehouse”, “Syd Hill & Sons” are our trade marks. All rights in respect of these trademarks are hereby expressly reserved. Unless otherwise indicated, all other trademarks appearing on the Website are the property of their respective owners.

You acknowledge and agree that all copyright and other intellectual property rights that may subsist in the content available through this Website including text, images, graphics, photographs, video, logos, sounds, layout, designs, software and source code belong to us (or, where relevant, to our licensors, or other third parties). Except as permitted by these Terms, or with our prior written permission, you may not, in any form or by any means:

• use this Website or any information or other material from this Website, including any information about products or services obtained from any part of this Website, for any commercial purpose;
• remove any copyright, trademark or any other intellectual property notice from any material accessible on this Website; or
• copy, adapt, modify, store, distribute, print, display, perform, publish, transmit, alter or tamper with in any way, or otherwise use, any material contained in any part of this Website (except as expressly permitted in these Terms).

Nothing contained in this Website shall be construed as granting any licence or right to use any trademark displayed on this Website.

The Website may include links to other websites. While we own the Affiliated Websites, we may not own other linked websites. If you visit a linked website you will be subject to the terms of that website. Any dealing in relation to a website not owned by us (“Third Party Website”) will be solely between you and the owner of that Third Party Website. A link to a website from this Website or an Affiliated Website does not imply our endorsement of the Third Party Websites or any product or service being advertised, promoted or offered on the Third Party Website or any association with the operators of the Third Party Website unless this is specifically stated on the Website or Affiliated Website.

While we always conduct our own checks and take reasonable care, we are not responsible for any Third Party Information that does not originate directly from us, for any links we provide to Third Party Websites, or for information or goods or services at or accessible from those Third Party Websites. This includes the content of third party advertisements appearing on this Website and links to Third Party Websites. These are provided for convenience only and may not remain current or maintained. The appearance of advertisements for third parties on this Website is not to be construed as an endorsement, approval, recommendation or preference by us of the owners or operators of those Third Party Websites, or of any information, goods or services referred to or offered on those sites or otherwise posted on this Website. Responsibility for any of that content rests solely with those third parties.

You may not assign any of your rights or obligations under these Terms without our prior written consent.

For websites and stores located in Australia or the supply of goods and services within Australia, these Terms are governed by and will be construed in accordance with the laws of Australia and you submit to the jurisdiction of the courts of Australia. We make no representation or warranty that the content of the Website or Affiliate Websites comply with the laws of any country outside Australia. If you access the Website or an Affiliated Website from outside Australia, you do so at your own risk and are responsible for complying with the laws in the place where you access those websites.

For websites and stores located in New Zealand or the supply of goods and services within New Zealand, these Terms are governed by and will be construed in accordance with the laws of New Zealand and you submit to the jurisdiction of the courts of New Zealand. We make no representation or warranty that the content of such websites complies with the laws of any country outside New Zealand. If you access such a website from outside New Zealand, you do so at your own risk and are responsible for complying with the laws in the place where you access those websites.

Registration is completely optional. When you register you consent and agree to receive marketing information, offers and special discounts from Petstock. Registration may include submitting your name, email address, address, telephone numbers, options on how you wish to receive updates and promotional material and other information.

You may access this information at any time by logging in and going to your account.

Customers must be registered with an online account at Petstock.com.au in order to place and manage an Autoship / Repeat Delivery.

Autoship / Repeat Delivery discount only applies to the items available for Autoship / Repeat Delivery.

The Autoship / Repeat Delivery discount may not be used in conjunction with any other offer including but not limited to price matches, promotional codes and Petstock Rewards.

The Autoship / Repeat Delivery discount amount is a percentage of the full price of the product selected as indicated on the specific product page. The price you commit to on your Autoship / Repeat Delivery may change in line with product price changes on the day your Autoship / Repeat Delivery order is processed.

You will be charged for your initial order placed and your Autoship / Repeat Delivery recurring orders will be charged without further authorisation from you unless you cancel or otherwise modify your subscription or delivery preferences in your My Account section.

Payment for the Autoship / Repeat Delivery service must be by Paypal or credit or debit card acceptable to us. It is your responsibility to ensure your nominated payment method(s) details are valid and up to date and that sufficient funds are available at the time of payment processing.

Autoship / Repeat Delivery reoccurring payments will be charged to your nominated payment method(s) on the day your order is processed. By adding or nominating a payment method, you provide your consent for your payment method to be used on the purchase of goods or the Autoship / Repeat Delivery service.

We do not collect or store payment information. All payment information is collected and stored by the applicable third-party in order to be processed as required. We never permanently store complete debit/credit card details.

All online debit/credit card transactions performed on this Website are through secured payment gateways. We currently use Stripe payment gateway for our online payment transaction for the Autoship / Repeat Delivery service. Complete debit/credit card details cannot be viewed by this Website or Petstock.

No changes can be made to an Autoship / Repeat Delivery that has already been dispatched. Alterations and/or cancellations must be processed a minimum of three days prior to next scheduled dispatch. Alterations and/or cancellations made with less than three days’ notice will be applied to the following order dispatch.

You may cancel your Autoship/Repeat Delivery order at any time by cancelling your Autoship/ Repeat Delivery in your Account. The cancellation will be applied immediately, but if your next order is scheduled for despatch within three days, your final order will be processed and the cancellation will take effect after despatch of the final order.

Autoship / Repeat Delivery orders will be dispatched from our store on the Shipment date as specified in My Auto Shipments and then handed to a third party carrier for delivery. Delivery may take up to 15 days to reach your destination.

If goods are out of stock and cannot be sent to you we will try to contact you via your preferred contact method to ask if you would like a substitute item. If we cannot contact you three days before your order is scheduled for processing, we will cancel your Autoship / Repeat Delivery for that item, and you will not be charged for that item for that specific order.

It is the responsibility of the customer to maintain current and up to date payment details for active Autoship / Repeat Delivery via the My Account section on this site.

Shipping is calculated on Autoship / Repeat Delivery in accordance with our Shipping & Delivery Policy.

Our Terms and Returns and Exchanges policies apply to all Autoship / Repeat Delivery orders.

DEFINITIONS

• ‘Application Form’ means the application form for Membership as amended by PETstock from time to time, the current version of which is available [here].
• ‘App' means PETstock’s mobile application called the “PETstock App” (if available).
• ‘Australian Consumer Law’ means Schedule 2 to the Competition and Consumer Act 2010 (Cth);
• ’Autoship’ means the subscription services offered by PETstock for the purpose of enabling customers to receive the same goods from PETstock on a recurring basis.
• ‘Brand Cash’ means brand loyalty dollars earned with each eligible purchase transaction on participating brands that are automatically accrued to the Member’s account.
• 'Member' means a person who has applied for membership of the PETstock Rewards Program and whose application has been accepted by PETstock.
• 'Members' means the members of the PETstock Rewards Program.
• 'PETstock' means PETstock Pty Ltd ABN 80 098 394 588 and includes where appropriate PETstock's employees, agents, and contractors, officers and Related Bodies Corporate.
• ‘PETstock Dollars’ means loyalty dollars earned with each eligible purchase transaction that are automatically accrued to the Member’s account.
• ‘PETstock Group’ means PETstock and its Related Bodies Corporate.
• ‘PETstock Rewards Program’ means the PETstock loyalty and rewards program operated by PETstock in accordance with these terms and conditions, as amended from time to time.
• ‘Qantas Points’ means loyalty points accrued in the Qantas Frequent Flyer Program.
• ‘Related Body Corporate’ has the meaning given to it in the Corporations Act 2001 (Cth).
• ‘Reward’ means a benefit accrued or awarded under the PETstock Rewards Program, in accordance with these terms and conditions.
• ‘Reward’ means a benefit accrued or awarded under the Petstock Rewards Program, in accordance with these terms and conditions.
• ‘We’, ‘us’ and ‘our’ are references to PETstock.
• ‘You’ and your’ are references to you.

MEMBERSHIP

1 - An applicant may apply to be a Member by signing up:

In a PETstock store;
On our website at: www.petstock.com.au/account/register; or
On our App (if available).
2 - Membership is only available to individuals. Trusts, partnerships, joint ventures, associations and corporations cannot apply.

3 - PETstock may (acting reasonably) accept or refuse an application for Membership in its discretion. If an applicant does not provide the necessary information on the Application Form, that applicant may not be eligible to participate in the PETstock Rewards Program.

4 - Membership rights are determined by PETstock from time to time and may include discounts for products purchased at PETstock stores. Where possible, PETstock will notify Members when there are changes to Membership rights in accordance with clause 78 of these terms and conditions.

5 - Discounts, Rewards and other benefits available in the PETstock Rewards Program are personal to the Member noted on the Application Form and may not be transferred or used in conjunction or combination with any other offer or promotion. Member discounts are not available on goods at 'sale' or 'special' prices.

6 - It is the responsibility of the Member to maintain a valid postal address, email address and mobile phone number with PETstock and to keep your Membership details up to date, in order to continue to receive Member benefits.

7 - PETstock’s St Arnaud, Barham and Cohuna stores do not participate in the PETstock Rewards Program. Purchases made in those stores will not earn Rewards and Rewards may not be redeemed at those stores.

PARTICIPATION AND LIMITATION OF LIABILITY

8 - By applying for Membership, the applicant acknowledges and accepts these terms and conditions, which will apply upon the issue of an approved Membership.

9 - Each Member consents and agrees to receive marketing information, offers and special discounts from PETstock and PETstock Group members. A Member may choose to opt out at any time by either unsubscribing from notifications using the tools provided in the sent communication or by contacting their store or PETstock Head Office on customerservice@petstock.com.au.

10 - If requested, a Member must produce proof of Membership if seeking the benefit of any Reward, discount or other benefit offered to Members, or upon request by PETstock. This is currently through provision of their Membership number or appropriate form of identification such as a current drivers licence.

11 - Any liability (including for tax) arising out of or in any way connected with a Member's participation in the PETstock Rewards Program is the responsibility of that Member.

12 - Nothing in these terms and conditions excludes, modifies or purports to exclude or modify the statutory consumer guarantees set out in the Australian Consumer Law (Non-Excludable Guarantees). The Australian Consumer Law implies terms, conditions or warranties into contracts for the supply of goods or services that cannot be excluded (Non-excludable Guarantees).

13 - If the Australian Consumer Law or any other legislation implies a condition, warranty or term into these terms and conditions or provides statutory guarantees in connection with the goods or services supplier, PETstock’s liability for breach of such condition, warranty or other term or guarantee is limited, to the extent it is able to do so, to:

in the case of the supply of products, PETstock doing one or more of the following:

• replacing the products, or supplying equivalent goods;
• repairing the products;
• paying the cost of replacing the goods or of acquiring equivalent products; or
• paying the cost of having the relevant goods repaired; or

in the case of the supply of services, PETstock doing either or both of the following:

• supplying or arranging for the supply of the services again; and/or
• paying the cost of having the services supplied again.

14 - Except for any liability that cannot by law be excluded, including the Non-Excludable Guarantees, PETstock is not responsible for and excludes any liability, loss, damage or expense incurred by a Member in connection with PETstock Rewards Program, including injury or loss incurred whilst participating in any activity of PETstock Rewards Program or PETstock or in any activity in which Members are invited to participate, except to the extent that such loss, damage or expense arises as a direct result of PETstock’s wilful misconduct or negligence.

15 - All discounts for Members for purchases at PETstock stores are subject to availability.

16 - Member discounts are not negotiable, are non-transferable, and are not redeemable for cash.

17 - To the maximum extent permitted by law:

PETstock makes no warranty or representation as to the quality, suitability or merchantability of any goods or services offered or redeemed as Rewards; and Petstock will not be liable in any way if Rewards, benefits or promotions are unavailable as a result of a technical malfunction, operator fault, errors resulting from computer hardware or software errors or failure.
18 - PETstock does not warrant in any way that the Rewards, discounts or benefits for Members will be available at any particular time or times or in any particular place.

19 - For purchases made online, the PETstock Terms and Conditions, available here, will apply.

PETSTOCK DOLLARS AND BRAND CASH

20 - Customers must be a Member to qualify to earn PETstock Dollars.

21 - Members receive $10 in PETstock Dollars for every $500 spent on all eligible products (except for equine food products (see condition 25), grooming (see condition 26) and puppy school (see condition 27). – See below for the rate that PETstock Dollars accrue on these products and services. Members will not accrue PETstock Dollars for Adoption, Pet sitting, gifts cards, products eligible for Brand Cash, freight, Autoship purchases, gas bottle sales and refills and microchipping.

22 - PETstock Dollars can be redeemed at any time in-store or online at www.petstock.com.au on all products, excluding gift cards, pet adoption, microchipping, Autoship purchases and shipping.

23 - PETstock Dollars may be redeemed by the Member immediately after they are earned. PETstock Dollars are non-transferable and cannot be redeemed for cash. PETstock Dollars earned on goods and subsequently returned or refunded will be cancelled.

24 - PETstock Dollars are not earned when a Member opts to price match a product and PETstock agrees to discount the product or service to match the competitor’s price (except where matched to PETstock’s website).

25 - PETstock Dollars accrue for vet clinic services only at PETstock VET branded clinics.

26 - Any queries regarding PETstock Dollars need to be submitted in writing to the PETstock Customer Experience Team at customerservice@petstock.com.au.

Equine Food Products

27 - Members will receive $2.50 in PETstock Dollars for every $500 spent on equine food products.

Grooming

28 - Members receive $6 in PETstock Dollars for every $100 spent on grooming services. Grooming services are limited to services performed by a PETstock Groomer and are restricted to the following treatments:

• Parasite control
• Bathing and drying
• Brushing and combing
• Nail clipping
• Hair clipping
• Ear cleaning / plucking
• Puppy School

29 - Members receive $6 in PETstock Dollars for every $100 spent on PETstock puppy school.

PETstock Dollars Expiry

30 - If a Member does not make a purchase for a period of three (3) months from the end of the month they made their last purchase, their PETstock Dollars will be cancelled and the balance reverts to zero.

31 - If a Member shops at PETstock at least once every three (3) months and their Membership remains active, PETstock Dollars will expire after twelve (12) months at which time their PETstock Dollars balance will revert to zero.

32 - Members can also track when their PETstock Dollars are expiring by asking a team member in-store, when logged into their account online or on the App (if available).

Brand Cash

33 - Customers must be a Member to qualify to earn Brand Cash.

34 - Members will receive Brand Cash to the value of 15% of the scanned price of an individual brand of participating dog and cat premium food and flea, tick and worming treatments, KONG, Greenies, Rogz or selected Litter, which will be automatically added to the Member’s Petstock Rewards account.

35 - Brand Cash is redeemable on the same dog and cat premium food or flea, tick and worming treatment brand or KONG, Greenies, Rogz or selected litter and is not restricted by size or type of food i.e. dry and wet. Brand Cash earned from Premium Food brands cannot be redeemed on treats.

36 - Brand Cash is redeemable two hours after the transaction in which it was earned.

37 - Brand Cash is not earned for items ordered on Autoship.

38 - Brand Cash is not earned when a member opts to price match (except when price matching to PETstock’s website).

39 - Brand Cash is only earned on participating brands and excludes all treats of the same brand. Only available on selected Prime 100 food products. Excludes Hill's Prescription Diet and Royal Canin Veterinary Diet.

40 - 15% Brand Cash back is available on the following participating brands:

Premium Food brands:

• Advance
• Balanced Life
• Big Dog
• Black Hawk
• Canidae
• Cherish
• Earthborn Holistic
• Eukanuba
• Feline Natural
• K9 Natural
• Glow
• Golp
• Healthy Everyday Pets
• Hill’s Science Diet
• Holistic Select
• Ivory Coat
• LifeWise
• Man's Best
• Meals for Mutts
• Prime (spd BARF only)
• Pro Plan
• Royal Canin
• Royal Canin Veterinary Diet
• SavourLife
• Taste of the Wild
• Trilogy
• Vet's All Natural (excluding raw food)
• Wellness Core
• XP3020
• Zero G
• Ziwi Peak

Supplements:

• Glyde
• ZamiPet

Flea, Tick and Worming treatment brands:

• Aristopet
• Advantage
• Advantix
• Advocate
• Credelio
• Drontal
• Kiltix
• Profender
• Seresto
• Comfortis Plus
• Bravecto
• Capstar
• Cazitel
• Frontline Plus
• HeartGard
• Moxiclear
• NexGard
• NexGard Spectra
• ParaGard
• Interceptor
• Milbemax
• Revolution
• Selapro
• Sentinel
• Simparica Trio
• Simparica

Toys, Treats & Leads:

• Greenies
• Rogz
• KONG

Litter and Accessories:

• Breeders Choice
• Catsan
• Catmate
• Ezi-Lock
• Rufus & Coco
• World's Best

The list of products is subject to change from time to time. The current list will be accessible on the PETstock website, so please check back regularly for the updated list. All products and brands are subject to availability.

Brand Cash Expiry

41 - Brand Cash will expire three months after the month in which it was earned. Brand Cash earned on KONG and Rogz Brand products will expire six months after the month in which it was earned. Brand Cash earned on flea, tick and worming treatments will expire based on the product treatment period, with a minimum expiry of three months e.g. three months for one and three packs, six months for six packs etc.

42 - You will be reminded that your Brand Cash is expiring via email, so make sure your details are kept up to date!

QANTAS POINTS (QANTAS FREQUENT FLYER)
General

43 - Effective 10 December 2023, Qantas Points will not be earned on products or services at Petstock. If a member shopped a participating brand of the ‘5x Brand Bonus Points’ scheme (original purchase), and did not make an eligible repeat purchase by 9 December 2023 in respect of the original purchase, the member will earn bonus 5 Qantas Points per $1 spent on the original purchase, as if an eligible repeat purchase had been made. These Qantas Points will be awarded by 31 December 2023.

OTHER BENEFITS

DIY Dog Wash

44 - Members receive a maximum of one (1) free DIY dog wash at PETstock per calendar year.

Petstock VET

45 - Members will accrue PETstock Dollars on dollars spent on vet clinic services at PETstock Vet branded clinics.

46 - Members will also receive $20 off their very first PETstock VET consultation as a new client, one (1) free annual nurse dental check and one (1) free nurse weight & nutrition check at a PETstock VET to a maximum of one (1) per Member, per calendar year.

47 - Dental checks and nutrition checks are only available at PETstock VET hospitals, not animal health centres.

CHANGES AND TERMINATION

48 - Members acknowledge that:

a - the PETstock Rewards Program is a program that PETstock offers to reward loyal customers;

b - the PETstock Rewards Program is an additional benefit offered by PETstock to its customers;

c - from time to time PETstock may need to make changes to aspects of the PETstock Rewards Program, for example, to reflect operational changes, changes in law and changes in suppliers or availability of products; and

d - it may also need to cancel or vary access to the Program as a result of these changes, or where Members have not complied with the terms of the PETstock Rewards Program.

49 - Member rights are valid until:

a - terminated or cancelled by PETstock (acting reasonably and in accordance with these terms and conditions);

b - the relevant Rewards expire in accordance with these terms and conditions; or

c - the Member notifies their nominated PETstock store that he or she wishes to terminate their Membership.

50 - If we determine that you have used the Rewards or any discounts in an excessive, unreasonable or fraudulent manner, we may, acting reasonably, cancel, revoke or limit your right to enjoy the Rewards and other benefits under the PETstock Rewards Program immediately by notice to you. If you believe we have unreasonably cancelled, revoked or limited your right to enjoy the Rewards, you can contact our Customer Experience Team at customerservice@petstock.com.au or call 13PETS.

51 - A Member may terminate their participation in PETstock Rewards at any time by calling the PETstock Customer Experience Team on 13PETS or by contacting their local store. Any PETstock Dollars and Brand Cash accrued at the date of the termination will be forfeited. Any purchases made after the date of the termination will not accrue any PETstock Rewards.

52 - PETstock may terminate a Membership without notice if PETstock has reason to suspect that a Member is misusing the PETstock Rewards Program, including if a Member:

• fails to comply with these terms and conditions;
• provides PETstock with any misleading information; or
• registers and/or activates more than one account.

53 - If a Membership is terminated in accordance with these terms and conditions, PETstock may, acting reasonably in the circumstances, also cancel any Rewards accrued at the date of termination.

54 - You acknowledge that certain products or offers available in the PETstock Rewards Program may become unavailable or be otherwise impacted by reasons outside of PETstock’s control.

55 - PETstock may at any time in its absolute discretion revise any of the Rewards offered in the PETstock Rewards Program or substitute advertised discounts for any other item of a comparable value or change, terminate or cancel Membership rights. PETstock will use its reasonable endeavours to provide notice of any such changes or variations on the PETstock website however in certain circumstances this may not be possible.

56 - From time to time, PETstock may need to modify, vary or replace these terms and conditions, for example to reflect changes in laws or changes in our arrangements with our partners and suppliers. PETstock will provide notice to Members of any such variation of these terms and conditions by posting a notice on the PETstock website. Where reasonably possible, the notice period will be 30 days. In some circumstances, it may be necessary to make more urgent changes, in which case we will give you as much notice as reasonably possible in the circumstances. You may cancel your Membership within the period of that advance notice (or at any time), in the event that you do not wish to agree to the relevant change. Please review the PETstock website regularly to check for changes.

57 - If you continue to use your Membership following the effective date of the variation to these terms and conditions, you will be deemed to have accepted the revised terms and conditions.

58 - PETstock also reserves the right to suspend or terminate the PETstock Rewards Program at any time. PETstock will provide as much notice as reasonably possible in the circumstances (by notification on the PETstock website) of any suspension or termination of the PETstock Rewards Program.

GENERAL

59 - These terms and conditions supersede and replace any and all previous terms and conditions specifically governing the PETstock Rewards Program.

60 - Members participating in the PETstock Rewards Program and its associated promotions are bound by these terms and conditions.

61 - These Terms are governed by the laws of Victoria, Australia.

62 - Any questions regarding the PETstock Rewards Program should be referred to your local PETstock store or by contacting the PETstock Customer Experience Team at customerservice@petstock.com.au or calling 13PETS.

63 - For more information regarding Petstock Rewards, please refer to our Frequently Asked Questions page at www.petstock.com.au/help/faq

SUBMITTING FEEDBACK

64 - We retain the right and discretion (but not the obligation) to edit, delete, reject or remove any comment which you post or seek to post in the comments areas of the public-facing pages of the website.

65 - You grant us a non-exclusive, royalty-free, perpetual, worldwide licence to reproduce and deal with any material you submit to us by all means whatsoever (including, without limitation, in print and electronic format).

PRIVACY STATEMENT

66 - Petstock's current Privacy Policy can be found here. Petstock collects, handles, uses and protects Members’ personal information in accordance with Petstock's Privacy Policy.

THIRD PARTY INFORMATION

67 - We may disclose your personal information to:

our employees, other members of the PETstock Group, contractors or service providers; and
suppliers and other third parties with whom we have commercial relationships, for business, marketing, and related purposes.
68 - In the unlikely event of an investigation into suspected unlawful or improper activity, a law enforcement agency or government agency may exercise its legal authority to inspect the web server's records (e.g. in relation to hacking or abusive messages). For more information on how we collect and use your personal information, please refer to our Privacy Policy.

69 - PETstock will send relevant offers and/or information from our preferred suppliers to our Members where we feel that information is of particular benefit or of interest to our Members.

We are committed to offering our customers convenience, service and product availability at competitive prices, whether shopping at your local store or online with us.

Product availability and pricing of some products may vary between this Website, other websites operated by us and stores. From time to time we may run 'online only' offers which may vary from store advertising or not be available elsewhere.

Prices displayed online are current at the time of issue but may change at any time and are subject to availability. Prices and availability of items are subject to change without notice.

Where a price is compared to a higher price that higher price may not have been the price immediately before and intermediate price reductions may have occurred. Goods may have been available at the lower price for longer than they were offered at the higher price.

For deliveries within Australia, all our standard shipping is sent via Australia Post or Courier from our nationwide dispatch locations.

Your order is expected to be delivered in 2-5^ business days within Metro areas. Regional destinations may take up to 7^ business days.

^Delivery times may vary depending on location, carrier and public holidays.

20.1 - Free Standard Shipping

Free Shipping will automatically be calculated on your cart upon reaching a value of $25 or more, after all other discounts are applied.

Free shipping only applies to most major metropolitan regions.

You may be charged for shipping if your delivery address is not within a major metropolitan region or if your order exceeds a weight limit of 80kgs.

The free shipping offer may not be valid with other discounts or offers and excludes gift cards and large items such as kennels, fish tanks and cat scratchers.

If your order doesn't qualify for free standard shipping, the cost of shipping with be calculated at checkout.

Gift cards are shipped at a flat rate of $4.95 when purchased separately.

The purchase of live fish is subject to a separate set of freight terms due to the nature of the order. See the specific Live Fish Delivery T&C’s further down this page for more details

20.2 - Express Shipping
**
We use Australia Post Express. The estimated delivery time for express post orders is 1-3 business days. Shipping times may be delayed during peak periods. If your address is not within a major metropolitan region you may not qualify for express shipping.

20.3 - Authority to Leave (ATL)

This service is available with any home delivery orders. An address must first be considered accessible and safe by the courier. If it is, they will then leave it in a safe place.

When you select Authority to Leave as an option at checkout, you will authorise Petstock and our couriers to deliver your parcel at your nominated delivery address without requiring you to sign for delivery. If you choose Authority to Leave, you accept full responsibility and if you do not receive any items that have been delivered by ATL delivery, they will not be replaced or refunded unless otherwise required by law.

20.4 - Shipping Destinations

Petstock Pty Ltd ships goods to all of mainland Australia and Tasmania; however at this time we do NOT accept international orders through our website. Please contact us on 13 PETS to enquire about a special order for deliveries outside of our specified areas.

Our premium food suppliers pride themselves on the quality and palatability of their products.

We are so confident in our supplier’s offerings that we will offer a 100% money back palatability guarantee, subject to the following conditions:

• The product requested for refund must be 75% full. If the product has less than 75% of the food remaining, then the money back guarantee in no longer valid;
• Product returned must still be within date. Expired stock will not be accepted;
• Customers must provide the original sales receipt
• Customers must return product within 28 days of original purchase date
• All products purchased will be refunded at the price purchased including those purchased during promotion;
• Team Members must be provided with an explanation as to why the product is being returned; and
• The customer’s Name, Member number and contact details must be provided.

When all of the above points have been actioned, a full refund of the product purchased will be provided.

Our Palatability Guarantee is available on Meals for Mutts 2.5kg only. Excludes Meals for Mutts 20kg and 9kg bag sizes. Excludes Ziwi Peak 4kg bags.

Use of this website is restricted to those aged over 18 and those able to enter into a legally binding contract.

We will use our reasonable endeavours to ensure that the Website and our Services are correct, accurate and available. However, to the fullest extent permissible at law, we are not liable for loss or damage (including, without limitation, financial loss, damages for loss in business projects, loss of profits or other economic losses, or any indirect, special, economic or consequential loss) whether arising in contract, tort or otherwise from the use of, or inability to use, this Website, the Services or any material appearing on this Website, or from any action or decision taken as a result of using this Website, the Services or any such material, except to the extent that any such loss or damage is caused by our own negligence or wilful misconduct.

We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.

You acknowledge that despite reasonable precautions on our part, there is a risk of unauthorised access to or alteration of your transmissions or data or of the information on your computer or this Website.

We do not accept any responsibility or liability for any losses that you may sustain as a result of any such activity.

Nothing in these Terms is intended to exclude liability for loss or damage that cannot be excluded at law or to limit your rights available at law, including under the Australian Consumer Law.

28.1 - Gift Card Redemption & Exclusions

1. Redemption

Except for the exclusions listed in paragraph 1.2 (Exclusions) below, once loaded with value your Gift Card may be redeemed for purchases at stores of the gift card brand purchased.

2. Exclusions

The following are the exclusions applicable to the redemption of your Gift Card:

all purchases made via phone, facsimile, or email;

payment of store accounts; and

Gift Cards cannot be used to purchase Gift Cards or other tender.

2. How to load value onto your Gift Card

3. In store Gift Card purchases

Present the Gift Card to our point of sale Team Member. Nominate the value you wish to be loaded on the eGift Card. A minimum of $10.00 and a maximum of $1000.00 can be loaded on each Gift Card.

2. Online Gift Card purchases

Nominate the value you wish to be loaded on the Gift Card. A minimum of $10.00 and a maximum of $1000.00 can be loaded on each Gift Card. Add the Gift Card to your cart and proceed to checkout.

3. All Gift Cards

Pay for your Gift Card value with the tender of your choice (other than a Gift Card). The transaction will be completed when the Gift Card is activated and loaded with value. There may be a delay with the Gift Card activating in the system once loaded. During this delay, the Gift Card cannot be used for purchases or transaction enquiries. Except if expressly stated by us in the case of special promotions, you will not be awarded any Petstock Dollars when you purchase a Gift Card.

3. Using your Gift Card

Making a purchase in-store with your Gift Card

Present the Gift Card to our point of sale at a store of the gift card brand purchased, with the merchandise that you wish to purchase using that Gift Card. The transaction will be completed when the balance has reduced on your Gift Card. No change will be given for any Remaining Gift Card Value. The Remaining Gift Card Value may be used in whole or part against future purchases. You agree that we can reduce the Remaining Gift Card Value by the value of all purchases of goods and services that are authorised by you.

Transactions are authorised by you via the following methods:

allowing an operator or other person to do so, at the point of sale; or
giving us detail of the Gift Card and authorising the transaction in some way approved by us.
When you authorise a transaction:

you are confirming that the transaction correctly represents the purchase price of the goods or services obtained; and
you are agreeing to pay the amount of that transaction by the reduction of the Remaining Gift Card Value.
Transactions are authorised by you via the following methods:

1. entering your gift card barcode, agreeing to the Terms and Conditions and completing the purchase.

Purchases exceeding the Remaining Gift Card Value

Your Gift Card may only be used to make purchases up to the initial Gift Card value or the Remaining Gift Card Value. If you wish to make a purchase for an amount that exceeds the Gift Card value or the Remaining Gift Card Value, you must pay the excess using another payment method.

4. Exchanging items purchased with a Gift Card

Goods that are purchased solely, or in part with a Gift Card may be exchanged or returned subject to Petstock's exchange and returns policy.

5. Issues with goods or services purchased with a Gift Card

If you have an issue with any goods or services that you purchased with a Gift Card you should contact the store where the purchase was made or customerservice@petstock.com.au.

6. No cash advances

Gift Cards are not legal tender, account cards, credit or debit cards or securities. You cannot obtain any cash advance with your Gift Card, redeem your Gift Card for cash or receive any portion of the Remaining Gift Card Value in cash.

7. Checking your Gift Card balance and transaction history

You will not be sent statements of transactions on a Gift Card. You can check your Gift Card balance at any time in-store, or by calling 13 PETS.

8. Can I exchange my Gift Card?

You cannot exchange your Gift Card for a different denomination or type of Gift Card or for another tender, cash or discount.

9. Can I purchase a gift card using a gift card?

Gift Cards cannot be used to purchase another gift card.

10. Destruction of Gift Card with no value

All Gift Cards remain the property of Petstock. If the Remaining Gift Card Value is zero your Gift Card cannot be reloaded. Our point of sale operator may destroy your expended Gift Card or you must destroy it by cutting it in half diagonally.

4. Expiry, cancellation and re-issue of Gift Card

Expiry of Gift Cards

As of April 2018 Petstock Gift Cards are not subject to an expiry period and remain valid for use until the balance of the card has been expended. Gift Cards purchased prior to April 2018 remain subject to the 12 month expiry period set upon the original issue of the gift card.

Cancellation and voiding of Gift Cards

Gift Cards cannot be cancelled once they are issued except if voided by Petstock, or if their value is used.
We reserve the right to void any Gift Card that appears to have been defaced, mutilated, altered or tampered with in any way and Petstock may subject Gift Cards to a verification process.
We reserve the right to cancel any Gift Card, or to cancel or suspend the Gift Card program, for any reason at any time without notice. This may be necessary in certain circumstances such as in the case of a change in laws, where we have supply issues or technical issues. In such instances (except those set out in paragraph 2 above) we will elect to provide a refund or a replacement Gift Card.
We reserve the right to correct the balance of your Gift Card if we believe that a clerical or accounting error has occurred.
Re-issue of faulty or damaged Gift Cards

A re-issue of faulty or damaged Gift Cards is not available unless the fault or damage to the Gift Card is proven to be a result of the production process or otherwise due to the fault of us or our agents or contractors

5. Lost or stolen Gift Cards

Treat your Gift Card like cash. Lost or stolen Gift Cards will not be replaced or refunded. The bearer of the Gift Card will be taken to be the owner of the Gift Card.

6. Your Gift Card, your responsibility

You are responsible for the use and safety of your Gift Card. You are liable for all transactions on your Gift Card, except to the extent to which there has been fraud or negligence by us.

8. Privacy and confidentiality

Our Privacy and Security Notice explains how we handle the personal information that we may collect from you with respect to Gift Cards. A copy of the Petstock Pty Ltd Privacy Policy is available at www.petstock.com.au. It is important that you read and understand both the Privacy and Security Notice and the Privacy Policy.

9. Errors and complaints

If you have reason to believe that an error has occurred in relation to your Gift Card, you should call 13 PETS.

10. Limitation of liability

You have certain rights under the Australian or New Zealand consumer law which cannot be excluded and are not affected by these terms and conditions (including the Australian Consumer Law).

Where any applicable legislation (including the Australian Consumer Law) imposes or creates any term, condition, guarantee or warranty in the Terms or in relation to an order and Petstock’s liability for breach of such terms cannot be lawfully excluded but can be limited, the liability of Petstock will be limited. If the breach relates to a good purchased, Petstock may choose to replace the goods or supply the equivalent goods, repair the goods, pay the cost of replacing the goods or of acquiring equivalent goods or payment of the repair costs for the goods. If the breach relates to services provided, Petstock may choose to supply the services again or pay the cost of having the service supplied again.

At Petstock, we're confident that the fish leaving our facility are happy and healthy, however, in the unlikely event that your live fish experience is less than desired, or, you experience a problem, we will guarantee your new fish for 7 days from purchase if the environment that the fish has been placed into is suitable and appropriate. All we ask is that you contact your local Petstock store from where you purchased your fish from, bring in a sample of your aquarium water in a clean container, at least 150ml, to ensure the environment is suitable and safe and your membership card or receipt for proof of purchase.

Once we have tested your water, we will provide you details of the result and help to identify any areas of concern to ensure your new friend is happy and healthy.

In-store Live Fish Guarantee does not apply to live fish ordered online through petstock.com.au.

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