Help overview
Here at PETdirect.com.au our aim is to make shopping for your pet products as simple, safe and rewarding as possible. This help section should answer any questions that arise with regards to making your online purchases.
If however you have questions that we have not provided answers for, please feel free to contact us by email or call us on our tollfree number 1800 658 820 Monday Friday between 9am and 5pm AEST.
Using your shopping cart
Finding Items
First you will need to browse or search for the items you would like to order. Keyword search boxes are located on nearly every page of our store. You will also find links to browse lists and more detailed product-specific searches in the top and left navigation bars. When you find an item that interests you, click the title or name of the item to see its detail page. Here you will find more information about the item, the items price and package or product size and colour information.
Adding Items to Your Shopping Cart
If you want to order an item, click the "Add to Cart" button in the list on the search results page. On the products detail page use the "Add to Cart +" button beneath the products pricing details, after adding the item to your cart you are taken to a page displaying your carts contents. Use the top navigation bar or the "Continue shopping" button to keep searching or browsing until your cart contains all of the items you want to order.
Removing items from your cart
On the Cart Contents page, click the checkbox next to the item you wish to delete and then click the "Update Cart +/-" button.
Changing the quantity of an item in your shopping cart
On the Cart Contents page, change the number in the box next to that item and click "Update Cart +/-".
Accessing your shopping cart
You can access the contents of your Shopping Cart at any time by clicking the "Cart Contents" link at the top right of every page of our Web site. In the right hand navigation column you will see your cart and it's status being displayed, including any products you have placed into it and a running subtotal. To review the items in your cart click the products name in the contents section.
Proceed to Checkout
Take a moment to review all of the items you've placed in your Shopping Cart. When you're ready to place an order for everything in the Shopping Cart, click the "Go to checkout" button. You will be taken to the first page of the order form.
Checking out
Billing Address
Enter your details in the fields provided on the checkout form. Certain fields are required to filled out in order to submit the form, those fields are marked with GREEN TRIANGLE .
Contact Information
In case we need to contact you in regard to your order you need to enter your details in the fields provided on the checkout form. Certain fields are required to filled out in order to submit the form, those fields are marked with GREEN TRIANGLE .
Enter a Shipping Address
Tell us where you would like to ship your order by entering your details in the fields provided on the checkout form. if your shipping address is the same as your billing address then you do not need to fill out the shipping address details. Certain fields are required to filled out in order to submit the form, those fields are marked with GREEN TRIANGLE .
Your Credit Card Details
Give us your credit card details so that we can finalise the processing of your order. Certain fields are required to filled out in order to submit the form, those fields are marked with GREEN TRIANGLE .
If you would prefer to finalise your transaction by cheque, money order, fax or telephone then > Click Here to view how to use these alternative payment options.
Review and Submit Your Order
Check the accuracy all of the information you provided and make any necessary adjustments. When you are ready, click the "Verify Order" button to get a preview of your final order details. If you need to make changes on the preview page then click the "Make Changes" button and do so. When you are ready to place your order click the "Submit Order For Processing" button at the bottom of the preview page and. Once you place your order, we will send you a confirmation e-mail message.
Payment options
PETdirect.com.au presently supports three means of payment, credit card (Visa, MasterCard & American Express), cheque or money order.
If paying by credit card
If you are paying by credit card then you need to check the little "Radio Button" next to where it says "Credit Card" during the payment stage of the checkout process and then fill in your card details.
If paying by direct deposit
If you are paying by direct deposit (account to account transfer) then you need to check the little "Radio Button" next to where it says "Direct Deposit" during the payment stage of the checkout process. After you order has been confirmed and e-mail will be sent with PETdirect’s bank account details so you can complete your payment.
If paying by cheque or money order
If you wish to pay by cheque or money order then you need to check the little "Radio Button" next to where it says "Check/Money Order " during the payment stage of the checkout process . Your order will not be shipped until we have received your cheque or money order.
After submitting your order please,
Make your cheque or money order payable to "PETdirect.com.au"
Post your cheque or money order along with a printed copy of your confirmation email to;
PETDirect.com.au
PO Box 584
CHERRYBROOK NSW 2126
Shipping
Delivery Method
PETdirect orders are mostly delivered by Australia Post, although some larger and heavier items are delivered by courier. Where a courier is required, PETdirect may be unable to deliver to PO Boxes or Mail Service points.
Delivery Cost
The cost of delivery varies depending on the weight of an order, the destination for the order and the total price. Most orders attract a charge of between $3.15 and $4.95. Please check our Home Page regularly for the latest delivery offers. In all cases the freight charge for an order will be clearly displayed prior to your final confirmation. In the Sydney metro area the maximum charge is $7.50 for up to 22 kg.
Orders over $250.00 are delivered free*. Orders of $20.00 or less attract a Low Order fee of $2.50.
*Excluding food products and some unusually heavy or bulky items (A PETdirect.com.au representative will contact you regarding charges on these orders).
Delivery cost applied is based Australia Post rates and on a single consolidated delivery. In the event that some ordered items are on back-order, you will be contacted and given the option to select partial shipment of your order. Additional charges will NOT normally apply.
Proof of Delivery
Proof of delivery is not available for all items sent by Australia Post. However, items valued at over $50 are sent by Registered Post and therefore, if required, the registration number can be supplied by PETdirect.com.au. Call us on (02)9769-0658 or send an email request to orders@petdirect.com.au
Proof of delivery is available for courier deliveries and a copy of your proof of delivery is available, if required, by calling PETdirect.com.au on (02)9769-0658 or by sending an email to orders@petdirect.com.au
Delivery Details
For delivery to major State and Territory cities and surrounding areas please allow 4-6 working days from date of clearance of payment (for items in stock).
For delivery to more remote or rural areas please allow a further two working days.
Security
Is it safe for me to use my credit card on PETdirect.com.au’s web site?
PETdirect.com.au guarantees its security 100%. PETdirect.com.au uses industry standard SSL (Secure Socket Layers) to encrypt data transferred between your browser and our server.
Our security certificate is issued by Comodo utilizing 1024 bit Public Key. No customer credit card details are stored on our publicly accessible servers so there is no risk of credit card numbers being viewed or used.
To view our certificate's details place your cursor over the "Comodo Authentic & Secure" logo at the bottom right of this page.
Order tracking
It's very easy to track the status of any current orders you have placed with us, just follow the steps below;
Sign In to Your Account
Click on the "My Account" link at the top right of the screen and you'll be taken to our sign in page, which is designed to protect your security. Enter your email address and password here and you will be taken to your "My Account" main page.
Select to View Your Order History
Click the button at the top right just below the navigation bar that says "Order History" and you will be taken to a page displaying all orders you have placed with us it shows, Order No., Order Date, Order Cost and present Order Status.
View an order in detail
If you would like to see the contents of any order in detail, just click the date of the order you are interested in and you will be taken to a page showing the details pertaining to that order.
> Check on my Order Status now
Returns
PETdirect has a 7 day return policy. Details of this policy are provided below. If you still have questions, after reading our policy, please do not hesitate to contact us by either email at service@petdirect.com.au or call us on our tollfree number 1800 658 820 Monday Friday between 9am and 5pm AEST.
Return of Faulty Goods
Goods that are faulty can be exchanged with PETdirect, within 7 days. In these circumstances PETdirect will pay for the cost of returning the goods to PETdirect.
All products, unless noted otherwise, are sold with the full warranty of the manufacturer. The warranty period and service varies from manufacturer to manufacturer. Customers may be required to contact the manufacturer's support department directly, to acquire authorisation to return any faulty products.
Return of Non-Faulty Goods
Goods that are not faulty can also be returned within 7 days. To exchange products, the goods must be returned in their original unopened packaging. Goods that have been opened or goods sold on a "no return basis" cannot be returned, unless faulty.
Procedure for returning Goods
All goods to be returned, faulty or not, will require a Return Authorisation Number before they can be returned. To obtain a Return Authorisation Number, please contact PETdirect by either email at service@petdirect.com.au or by calling 1800 658 820.
PETdirect recommends that products returned by post should be sent by registered or certified mail. PETdirect accepts no responsibility for loss or damage occurring in transit on return to PETdirect.
PETdirect has a facility in place with a National Courier company which can assist with the return of goods. For further details please contact PETdirect by either email at service@petdirect.com.au or by calling 1800 658 820.
Returns take approximately 7 days to process from the date of receipt of goods by PETdirect (exceptions to this may occur from time to time).
A re-stocking fee may apply to the return of non-faulty goods.
Unless otherwise specified, the benefits conferred by warranties set out herein are additional to all other conditions, warranties, guarantees, rights and remedies expressed or implied by the Trade Practices Act.
Cookies
There's a lot of misinformation about cookies floating around the internet. Some of the more ridiculous claims are that cookies allow people to view things that are on your hard drive, or to get personal information from you against your will. Neither could be further from the truth. In reality, cookies are tools that help us help you.
Cookies are critical to us because the Web page you're reading right now isn't on our server. It's in your browser. Although it seems as if you are in PETdirect.com.au, you've actually called up a snapshot of our site. Because the page essentially "died" when you called it into your browser, we need some way to keep the interactive conversation going. A cookie allows that to happen. Our cookies are not used to gain any secret information from your browser (a myth and, at this point in time, not even possible) and they do not hog your disk space.
In the spirit of openness and honesty, let's go over how we are using cookies on our site.
On the first visit to any page on our site we try to write out a temporary cookie with the word "Welcome" in it. If you accept that cookie, we then overwrite it with a permanent one on the next page you go to. The things we put into this cookie are as follows: a random unique string, today's date, and your user name once you login or register. That's it, pretty simple. Once all this is done, we don't touch the cookie anymore or try to send you anymore. There are a few exceptions to this, like ads and the search results pages, which also write a few cookies.
So, what does this much maligned little fellow look like? Here is what an average PETdirect.com.au cookie looks like:
PETdirect.com.au
USERNAME=YourName
FIRSTVISIT=1/5/99 10:23:27 PM
UID=S21999y1o5d44h23m27s121.8135
http://www.petdirect.com.au/
What good is all this? A number of things. It allows us to not waste precious Web page space promoting the virtues of registering for our site if you already have. It also helps us know how many unique visitors come to our site. This is very important for the Marketing people as well as for our user interface people.
Some other notes: Our cookies can only be read by our site, no other site can read them. We can put nothing in them that you have not already told us about yourself, for example, your user name. Our cookie is about 150 bytes long, making it smaller probably than any graphic that your browser has downloaded, or about 1/10th the size of this message. We can use up to twenty cookies, but have chosen to keep things lean and neat with one or two cookies. In fact, if you have ever had one of our old cookies, we delete it when setting the new one, in effect cleaning up after ourselves.
We hope this information helps you understand cookies, and we hope that you will turn cookies on in your browser so that our Web site can be a better experience for you. You can always turn on cookie prompts so that you can see exactly what is being written and when. Cookies get a whole lot of bad press (often by companies that want to sell you some kind of anti-cookie software), but in fact are quite benign.
We hope you enjoy PETdirect.com.au, and we hope that you'll agree that the benefits of cookies outweigh the inconveniences. Please know that PETdirect.com.au will never willfully disclose individually identifiable information about its customers to any third party without first receiving that customer's permission.
We hope our explanation makes some good sense to you. For more on cookies, here's a helpful Q&A put together by Netscape: What Are Cookies. If you have further concerns about this or any other privacy issues, please send mail to PETdirect.com.au or feel free to read our privacy statement.
Privacy
At PETdirect.com.au, we recognize that our customers are concerned about the manner in which we collect information; the privacy of the information that we collect; and our plans for using this information. Our goal is to ensure that we only gather information about you that you want us to have and that we only use this information after we have told you how it will be gathered and used and once we have given you the opportunity to consent to its use.
The following FAQ provides details about how and why PETdirect.com.au collects customer information, what we do with customer information, and how you can control access to and distribution of the information that you provide to PETdirect.com.au.
Why does PETdirect.com.au collect customer information?
One of the ways we ensure that we are developing products or services, including online services, that meet the needs of our customers is to gather information directly or indirectly from them. We like to know who our customers are, what types of products and services they use and what their product and services expectations are. Through market research projects, customer feedback, registration and co-branding partnerships with online service providers and advertisers, we are able to explore what is or is not attractive about our products and services
What does PETdirect.com.au do with the information it collects?
It is always our objective to collect only that information necessary for us to achieve the purposes for which we are collecting information. For example, we will not ask you for credit card information unless you are purchasing a product or service from us. Whenever we ask for information, we will also inform you as to what use we will make of it before or at the time we collect the information and you will be offered the choice as to whether or not you wish to provide information to us. For example, if we are using the information solely for marketing and research purposes we will advise you of that.
Is it mandatory that I provide PETdirect.com.au with my personal information?
Yes. In some instances such as purchases, surveys or contests, or through your use of certain online services provided by PETdirect.com.au, there is information that we are required to collect to enable us to process your request, such as registering your product, or to provide you with certain online services. We may also be required by law to disclose certain information (for example contest participants).
Will PETdirect.com.au provide my information to third-parties?
From time to time we contact our customers to let them know about upcoming products, promotions as well as the occasional survey. In an effort to offer our customers the maximum benefit of PETdirect.com.au's strategic and co-branding partnerships, we also undertake co-marketing agreements with third parties who offer similar products or services or who may collect your personal information, identifiable or non-identifiable, in order to provide certain online services to you. PETdirect.com.au may share profile information with its co-branding partners in order to better personalize the content, banners and promotions that you and other users will see on our sites. Advertising partners or other online services partners of PETdirect.com.au may use their own cookies.
As a registered PETdirect.com.au customer, you may receive news and special offers from third parties. If you do not wish to receive mail from PETdirect.com.au or our third-party partners you are able to have your name marked "private" in our database. If your name is marked "private", we will not use your name for marketing or e-mail campaigns and will not provide your name to any third parties.
If I’m a registered PETdirect.com.au product user and decide to be marked "private", will I still be able to receive information related to my PETdirect.com.au product?
No. If you are a registered PETdirect.com.au product user and you request to have your name marked "private" on our customer list, you will no longer receive e-mail or other notices regarding support of your product.
How can I make my name "private" after I’ve registered with PETdirect.com.au?
If you choose to register with us and then later decide that you no longer want to receive e-mail or information from PETdirect.com.au or you no longer wish to have your name provided to third parties, please contact us.
How can I have my name deleted from PETdirect.com.au’s customer list?
If you decide that you no longer wish to have your name on our Customer list, please contact us through your nearest Customer Service Centre. Deletion of your information will usually take four to six weeks.
How can I correct or update my personal information?
If your information changes or you become aware that there is an error in your information, go to your account editing page and change your details. Alternatively you can call customer service on 1800 658 820.
How does PETdirect.com.au make sure that my personal information is kept secure when I purchase products from PETdirect.com.auStore?
The PETdirect.com.au Store uses Secure Socket Layer (SSL) Protocol for browsers that support 128-bit encryption (such as Netscape® Navigator version 2.0 or greater, or Microsoft® Internet Explorer version 2.1 or greater). SSL encrypts information as it travels between the customer and PETdirect.com.au so that your purchase information cannot be read as it travels over the Internet.
How do I know if my browser is secure?
A change in the URL from http:// to https:// notifies you that you are using SSL.
What do I do if I do not have a browser that supports a 128-bit encryption?
If you are not using a browser which adheres to SSL Protocol and does not support 128-bit encryption, the information you provide may not be secure and we recommend that you contact PETdirect.com.au Customer Service on 1800 658 820 directly to order products.
What is done with my credit card information once I submit my purchase request at PETdirect.com.au Store?
When processing credit card purchases over the Internet, PETdirect.com.au will verify your credit card information with the appropriate financial institution prior to processing your purchase. PETdirect.com.au will not supply this information to any third party.
Is PETdirect.com.au responsible for other sites I link to from the PETdirect.com.au Web site?
No. PETdirect.com.au sometimes offers links to the sites of our co-branding partners and we also offer links to many other Web sites that we are not affiliated with. When using some of our online services, you could be directed to these other co-branded sites. Some of these links are the sites of partners whom PETdirect.com.au have joined with to provide services to you. PETdirect.com.au is not responsible for the privacy policies or other terms of use of these partner sites or other sites you may link to while using the PETdirect.com.au site. This includes links from advertisers. These other sites may send their own cookies to users, collect data, or solicit personal information.
Does PETdirect.com.au Use "Cookies" on its Web site? If so, what are "Cookies"?
In order to make your Web surfing experience easier, certain PETdirect.com.au online services may use Cookies. Cookies save your preferences while you are at our site so you do not have to fill out forms or other areas with information you may have already provided. Cookies are small pieces of code that a Web site transfers to an individual's hard drive. We use information from Cookies to provide services better tailored to our users' needs such as to improve our online services for our users.
How do I contact PETdirect.com.au?
Visit our contact us help page for contact options.
Conditions of use
The information appearing on this site is for general guidance purposes only. Such information is not intended to provide legal advice to any individual or entity. You are urged to consult with your own legal advisors before taking any action based on any information appearing on this site or any Web site to which it may be linked.
PETdirect.com.au makes available information, materials, and products on this Web site, subject to the following terms and conditions. By accessing this site, you agree to the terms and conditions as outlined in this legal notice. PETdirect.com.au reserves the right to change these terms and conditions from time to time at its sole discretion.
Copyright
The information on this Web site is protected by copyright:
Copyright © 2001-2002 PETdirect.com.au. All Rights Reserved.
Except as specifically permitted herein, no portion of the information on this Web site may be reproduced in any form or by any means without the prior written permission from PETdirect.com.au.
Use of Web Site Information: Except as otherwise indicated elsewhere on this site, you may view, copy, print, and distribute documents available on this Web site subject to the following conditions:
- The document may be used solely for personal, informational, non-commercial purposes
- The document may not be modified or altered in any way
- Any copy of the document or portion thereof must include the copyright notice above and this permission notice
- PETdirect.com.au reserves the right to revoke such authorization at any time, and any such use shall be discontinued immediately upon written notice from PETdirect.com.au.
- Documents specified above do not include the design or layout of this Web site. Elements of this Web site are protected by trade dress and other laws and may not be copied or imitated in whole or in part.
Warranties and Disclaimers
Except as expressly provided otherwise in an agreement between you and PETdirect.com.au all information and software on this web site are provided "as is" without any other warranties or conditions, express or implied, including, but not limited to, warranties of merchantable quality, satisfactory quality, merchantability or fitness for a particular purpose, or those arising by law, statute, usage of trade, or course of dealing. PETdirect.com.au assumes no responsibility for errors or omissions in the information or software or other documents which are referenced by or linked to this web site.
References to corporations, their services and products, are provided "as is" without warranty of any kind, either express or implied. In no event shall petdirect.com.au be liable for any special, incidental, indirect or consequential damages of any kind, or any damages whatsoever, including, without limitation, those resulting from loss of use, data or profits, whether or not advised of the possibility of damage, and on any theory of liability, arising out of or in connection with the use or performance of this information. Some states/countries do not allow the exclusion or limitation of liability for consequential or incidental damages, so the above limitation may not apply to you.
This web site could include technical or other inaccuracies or typographical errors. Changes are periodically added to the information herein; these changes will be incorporated in new editions of this web site. PETdirect.com.au may make improvements and/or changes in the product(s) and/or the program(s) described in this web site at any time.
This Web site can be accessed from other countries around the world and may contain references to PETdirect.com.au products, services, and programs that have not been announced in your country. These references do not imply that PETdirect.com.au intends to announce such products, services or programs in your country.
Feedback; Confidential Information; Privacy
Unless otherwise explicitly stated herein or in the Privacy Policy, any non-personal information or material sent to PETdirect.com.au will be deemed NOT to be confidential. By sending PETdirect.com.au any non-personal information or material, you grant PETdirect.com.au an unrestricted, irrevocable license to use, reproduce, display, perform, modify, transmit and distribute those materials or information, and you also agree that PETdirect.com.au is free to use any ideas, concepts, know-how or techniques that you send us for any purpose. However, we will not release your name or otherwise publicise the fact that you submitted materials or other information to us unless:
- You grant us permission to do so;
- We first notify you that the materials or other information you submit to a particular part of a site will be published or otherwise used with your name on it; or
- We are required to do so by law.
To learn more about how PETdirect.com.au protects your personal information, such as your name and address, please refer to the PETdirect.com.au online privacy notice.
Links to Third-Party Web Sites
The PETdirect.com.au web site contains links to third-party Web sites, which are not under the control of PETdirect.com.au. PETdirect.com.au makes no representations whatsoever about any other Web site to which you may have access through the PETdirect.com.au web site. When you access a non-PETdirect.com.au web site, you do so at your own risk and PETdirect.com.au is not responsible for the accuracy or reliability of any information, data, opinions, advice, or statements made on these sites. PETdirect.com.au provides these links merely as a convenience and the inclusion of such links does not imply that PETdirect.com.au endorses or accepts any responsibility for the content or uses of such Web sites.
Governing Law and Jurisdiction
This Web site (both local and international) is controlled by PETdirect.com.au from its offices within the State of New South Wales, Australia. By accessing this Web site, you and PETdirect.com.au agree that all matters relating to your access to, or use of, this Web site shall be governed by the statutes and laws of the State of New South Wales and Australia, without regard to the conflicts of laws principles thereof. You and PETdirect.com.au also agree and hereby submit to the exclusive personal jurisdiction and venue of the courts of the State of New South Wales and Australia with respect to such matters. PETdirect.com.au makes no representation that materials or products available on or from this Web site are appropriate or available for use in other locations, and accessing them from territories where their contents or type are illegal is prohibited. Those who choose to access this site from other locations, without regard to the aforementioned warning, do so on their own initiative and are responsible for compliance with all relevant local laws.
Trademark Information
The trademarks, logos and service marks (Marks) displayed on this Web site are the property of PETdirect.com.au or other third parties. You are not permitted to use the Marks without the prior written consent of PETdirect.com.au or such third party which may own the Marks. PETdirect.com.au is a registered trademark of PETdirect.com.au corporation.
Guidelines for Linking to www.PETdirect.com.au
PETdirect.com.au does not object to you placing a link from your Web site to the www.PETdirect.com.au Web site provided you comply with the following guidelines:
If you wish to use a PETdirect.com.au logo as an active link from your site, you must complete a PETdirect.com.au logo Link Application Form and comply with the Logo Link Usage Guidelines. If you do not want to use a PETdirect.com.au logo, but instead want to refer to our company name or product name in a simple font and format, using appropriate words such as "Click here to visit www.PETdirect.com.au", you must follow the guidelines set out below.
- You may not create a browser or border environment around PETdirect.com.au content
- You may link to, but not replicate, PETdirect.com.au content
- You may not present false information about PETdirect.com.au products or services on your Web site
- You may not link to www.PETdirect.com.au in a way that would indicate or suggest PETdirect.com.au sponsorship, affiliation or endorsement of your Web site, company, products or services
- Your Web site may not contain content that could be construed as distasteful, offensive or controversial, and should contain only content that is appropriate for all age groups
- PETdirect.com.au reserves the right to rescind its permission to link to www.PETdirect.com.au at any time. In such event, you agree to immediately remove the link from your Web site
By linking your Web site to www.PETdirect.com.au, you agree to comply with and be bound by the above guidelines.
Images used from this site are from either DigitalVision® Royalty Free stock catalogue volume 3 or from various Corel® Royalty Free photo CD's or Corel® Royalty Free clipart CD's shipped with CorelDRAW 7, CorelDRAW 8 or CorelDRAW 9. They may not be copied or reproduced in any form without consent from their respective owners. PETdirect.com.au will not be held liable or responsible for any unauthorised copying or usage of images obtained from this site.
In no event will petdirect.com.au be liable to any party or any direct, indirect, special or other consequential damages for any use of this website, or on any other hyperlinked website, including, without limitation, any lost profits, business interruption, loss of programs or other data on your information handling system or otherwise, even if we are expressly advised of the possibility of such damages.
|
| |
 |
Help Options |
 |
|
|
