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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 supports only credit card payments for international orders. We accept the following cards,
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 Thawte 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.
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 internationalorders@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 internationalorders@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 internationalorders@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.
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