Black Hawk Original Dry Dog Food Adult Lamb & Rice

Standard Shipping Policy (Excludes Fresh & Frozen Products)

Note: Fresh, Frozen, Refrigerated and Local Delivery products are subject to separate standard shipping policies and delivery schedules.

At ADS Pet Store, we aim to provide fast, reliable, and affordable shipping Australia-wide from our Melbourne (Moorabbin) warehouse. Shipping options, delivery times, and freight charges may vary depending on your location, parcel size, weight, and selected courier service.

Standard Shipping via Couriers Please or Australia Post

Orders are dispatched from our Melbourne warehouse via Couriers Please or Australia to NSW, SA, VIC, ACT selected metropolitan areas.

• FREE standard shipping on orders over $69 to NSW, SA, VIC, ACT selected metro areas*
• Orders under $69 incur a flat $10 shipping fee
  • This service is not available for WA, QLD, NT, TAS, all regional areas, PO Boxes, Parcel Lockers, or Parcel Collect addresses

Australia Post Shipping

We also offer Australia Post shipping to most locations across Australia, including PO Boxes, Parcel Lockers, and Parcel Collect addresses.

For orders Under 5kg

• FREE Australia Post shipping on eligible orders over $69
• Orders under $69 will incur shipping charges automatically calculated at checkout based on parcel weight and destination

For Orders Over 5kg

• Shipping charges are automatically calculated at checkout based on parcel size, weight, and delivery location

Important: If your order is being delivered to a PO Box, Parcel Locker, or Parcel Collect address, you must select Australia Post as your shipping method during checkout.

Shipping to Selected QLD Metro Areas

• FREE shipping on orders over $69 with a total parcel weight under 9kg
• Orders under $69 incur a $10 shipping fee
• Orders over $69 with a total parcel weight between 9.01kg and 18kg will incur a flat $10 shipping fee.
• Orders with a total parcel weight exceeding 18kg are not eligible for this shipping service will need to place a separate order or contact us for an alternative freight quote.

Estimated Delivery Times

• Melbourne Metro: 1–3 business days*
• Other Metro Areas: 2–5 business days*
• Regional Areas: Up to 7 business days*

*Delivery timeframes are estimates only and may vary due to courier delays, weather conditions, peak periods, public holidays, or other circumstances beyond our control.

Authority to Leave (ATL)

All home delivery orders are shipped with Authority to Leave (ATL) by default. If no one is available at the time of delivery, the courier may leave the parcel in a safe location.

If you do not wish to have your parcel left unattended, please leave a note on the cart page before checkout. Additional signature-on-delivery fees may apply depending on the courier service.

Once a parcel has been marked as delivered under ATL instructions, ADS Pet Store is not responsible for any lost, stolen, or damaged parcels.

Incorrect Address & Failed Delivery

Please ensure your shipping address and contact details are accurate before placing your order.

If a parcel is returned to us due to any of the following reasons:

• Incorrect or incomplete shipping address
• Missing apartment, unit, or suite number
• Locked gate or inaccessible delivery location
• Unsuccessful delivery attempts
• Incorrect contact information
• Any delivery issue outside of ADS Pet Store's control

A re-dispatch fee of $10–$20 will apply if a parcel needs to be re-sent due to an incorrect address, failed delivery, or other delivery-related issues. The fee will vary depending on the delivery location.

If the customer chooses to cancel the order after the parcel has been returned, the original shipping charge and any return freight costs will be deducted from the refund amount.

Heavy & Oversized Items

Some heavy or oversized items may not qualify for free shipping due to freight carrier limitations. Additional shipping charges may apply and will either be calculated automatically at checkout or quoted separately if required.

For oversized or heavy products may not be available for shipping to some locations.

Order Processing

• Orders are generally dispatched within 1–2 business days
• Orders placed on weekends or public holidays will be processed on the next business day
• During promotional events, peak periods, or major sales, dispatch times may be slightly longer than usual

Shipping FAQs

Refund Exchange Policy

At ADS Pet Store, we wish to you have a pleasant experience, so we are trying to make our returns and exchanges policy as simple as possible. We accept returns and exchanges up to 28 days from purchase.

Please see below for FROZEN RAW PRODUCTS refund & exchange policy.

We also accept a return if you change your mind.  And the products must:

• Be returned in 28 days from purchase
• Be unopened and in original condition with packaging

• PLEASE NOTE: CLEARANCE ITEM DOES NOT ACCEPT REFUND, RETURN, AND CHANGE OF MIND. 

Our returns and exchanges policy comply with the Australian Consumer Law. We accept a refund or replacement if a product has a major problem. This is included that a product

• is faulty or unacceptable quality
• does not match the description or sample
• is not fit for the purpose
• is not delivered in a reasonable time frame
• A proof of purchase must be provided (e.g receipt)

PLEASE NOTE: There are NO REFUNDS for change of mind for raw pet food. If there is a problem with your order. Please take photos and send us an email on the same day or once you have received your order. If you requesting a Refund, you will need to return the products in unopened and original condition with packaging within 24 hours (perishable).

 

Returns Progress

The returns and exchanges products must be returned to us either via post or in person to our store. Failure to provide proof of purchase may result a refusal of accept returns and exchanges.

The customer is responsible for the cost of returns or exchanges (e.g shipping fee), unless there was an error on our behalf. Please contact ADS customer service representative before returning goods. We can only offer refunds when we have arranged pickup and return through our courier service.

We cannot offer refunds or exchanges on any opened food, treats or edible items due to strict health policies. 

 

Damaged or Faulty Items

If you received a damaged shipment or product, please email photos of the damaged item to [email protected] with your name and order number. We will solve the issue with you together. 

 

Warranty

If a product has manufacturer's warranty, we can help you handle manufacturer warranty returns on your behalf. This service requires that freight costs (both ways) and any other associated costs (factory testing, warranty rejection) be paid in advance. It will take up to 28 days for repair or factory testing. This may take longer in under some circumstances. 

Examples of occasions where the warranties and additional promises (if applicable) will not apply are:

• Where you have mistreated or abused the products (whether intentionally or unintentionally); or

• Damaged the products as a result of using them in a way they were not intended to be used.

ADS Pet Store will NOT issue replacement products, for either warranty or exchange, prior to receiving the product needing to be returned. 

We recommend you contract the relevant manufacturer if you have an issue of operating a product.

 

Who will pay for the return of my purchased?

ADS Pet Store will cover any associated delivery cost for the return of any product does not meet the consumer guarantees. (Please see above for detail.) Any return shipping cost will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.

We do not cover any return shipping cost for any "change of mind" returns. A copy of proof of purchase need to be include in the return parcel, and the refund will be processed using your original method of payment.

ADS Pet Store cannot be responsible for any items damaged or lost during return transit. Please ensure your item is packed securely and avoid any damage in transit. Please also keep your tracking information on your hand, to ensure the parcel arrive at our warehouse safely.

How long will my money back to account?

Please allow 5-7 business days after we processed your refund. 

 

Frozen Raw Products Refund & Exchange Policy

We do NOT accept change of mind after your order has been dispatched.

If there is any problem with your order. Please take a photos and send us an email [email protected], once you received your order.  Please contract us within 24 hours upon receiving your order. Any complaint after 24 hours, my affect any replacement of your order. 

If you are requesting a Refund, you will need to return the products in unopened and original condition with packaging within 24 hours (perishable). If you are requesting a replacement you will need to send us an email with photos/video on the same day of receiving your parcel. 

Customers will pay for the Refrigerated Freight if you are requesting a refund or return products unless our behalf of mistaken.