Standard Shipping Policy (Excludes Fresh & Frozen Products)

We offer fast and reliable shipping from our Melbourne warehouse to selected metro areas and most Australia-wide locations. Our standard shipping options are designed to balance delivery speed, coverage, and cost.

Standard Shipping via Couriers Please

Orders are dispatched from our Melbourne warehouse via Couriers Please to selected metro areas*.

• FREE standard shipping on orders over $69 to selected metro areas*
• Orders under $69 incur a flat $10 shipping fee
• This service excludes WA, NT, TAS, regional areas, PO Boxes, Parcel Lockers, and 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.

Orders Under 5kg

• FREE Australia Post shipping on orders over $69
• Available to most Australia Post service locations Australia-wide*
• Orders under $69 will incur a shipping fee automatically calculated by Australia Post based on the total weight of your order and delivery location

Orders Over 5kg

• Shipping fees will be automatically calculated by Australia Post based on the total parcel weight, dimensions, and destination
• For orders over $250, we can offer free Australia Post shipping

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 at checkout.

Estimated Delivery Times

• Metro areas: 2–5 business days*
• Regional areas: Up to 7 business days*

*Delivery times may vary depending on your location, selected courier, weather conditions, and public holidays.

Shipping to Western Australia (WA)

• Selected WA metro areas: $15 shipping fee
• Orders under $79: $15 shipping fee
• For other WA regions, as well as NT, TAS, and regional areas, shipping via Australia Post is calculated automatically based on parcel weight and size

Authority to Leave (ATL)

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

If you do not want ATL, please leave a note on the cart page before checkout.

Important Note on Freight Costs

Due to rising freight costs, some heavy or oversized products may no longer be eligible for free shipping. We are working hard to bring back free shipping for more items wherever possible and sincerely apologise for any inconvenience caused.

If you have any questions about shipping eligibility for your area, please feel free to contact our team before placing your order.

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 info@adspet.com.au 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 info@adspet.com.au, 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.