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Customer Service Information

We take our customer service seriously. If you have any problems with this web site, your order, or the service we provide then please contact us and we will rectify it.  We want you to be a very satisfied customer. Please read on to understand our customer service policies and initiatives…

1. How to Order
2. Payment Methods
3. Delivery Charges and Time Frames.
4. Security Measures
5. Returns Policy
6. Product and Service Guarantees
7. Privacy Information
8. How we can be Contacted

How to Order

To place an order on this web site is a simple manner of browsing the products until you find what you are looking for.  If a product can be purchased, an "Add to Cart" or "Purchase Button" will appear next to the product.  By clicking this button you can add as many items as you like into your cart before clicking on a "Checkout" link or button to finalise your purchase.

Payment Methods we Accept

You have several options on how you can pay for your purchase.  They include

Credit Card:
We accept Visa Card and Master Card.  We accept these details via our SECURE order page.

Direct Deposit:
Where we offer direct deposit as a payment option we will email you our direct deposit details on confirmation of your purchase.  We will then await confirmation that your payment has been made before shipping your order.

Cheque:
We also offer the ability to pay by cheque or money order.  Your order will not be shipped until your cheque has cleared.

Account:
For our regular business clients we offer account as a payment option.  You will be prompted for your account number or enter your businesses name.  If you would like to set up an account please contact us.

Pay Pal:
You can also pay via PayPal for your purchase.   You will be taken across to the PayPal site to enter your credit card details.

Delivery Charges and Time Frames

Delivery Charges
Pet Tags - Free Delivery on All Pet Tag Only Orders.

Pet Accessories - We offer FREE Delivery on all our purchases over $100.00 across Australia.  For smaller purchases we calculate the fee based on the weight of the product.  This will be shown to you once you enter your postal address in the checkout.

Delivery Time Frames
Pet Tags - We aim to have your tag engraved and posted in 2 working days.

Pet Accessories  - Our delivery turn around time ranges from 2 day to 7 days depending on your location and stock availability.  We process orders Monday to Friday and endeavour to ship the same day or the following day from when we receive your order. 

Security Measures

We employ extensive security measures using secure encrypted links and proven encryption methods to keep your payment details safe.  Please visit our security page to read more about how to tell when it is safe to enter your payment details.

Returns Policy

Pet Tags:  Where we have made a mistake, we will send a replacement tag with the engraving corrected (once we receive your faulty tag back in the post). 

If you have made a mistake then you will need to pay for a new tag.

Pet Accessories:

Due to the nature of the product we supply, we only provide returns in limited situations where there was a problem with the product at the time it was delivered to you.  We need to be notified of this within 3 days of your purchase arriving so we can arrange a replacement product or a refund. 

In these instances, please contact us immediately to arrange pickup of your purchase.

In Australia: For Australia Post posted items, please keep the original packaging until you are satisfied with your purchase.  If there is a problem you can repack the item and write RETURN TO SENDER on the packaging.   This will avoid additional postal charges to you.

Product and Service Guarantees

If you have a problem with your purchase, then we want to know about it so we can rectify the situation.  We are happy to replace your order or provide a full refund where the product did not arrive in new and working condition. 

We will honour the manufacturer’s warranty as stated on the product and assist you in making any warranty claims

Privacy Information

We have a comprehensive online privacy policy that is explained on another page.  Please view our Privacy Policy Here.

How we can be contacted

We know that it is important to be able to be easily contacted if there are any issues, concerns or questions about your order or you experience any problems.  Our full contact details including postal/physical address phone, fax and email addresses can be found on the contact page.

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