Frequently Asked Questions
FAQ – Getting Started
To register for an online account, all you need to do is click on the Sign In or My Account options in top right corner of the page. This will direct you to a new page and offer you an easy process to login or create a new account.
You can register as a guest to make purchases online but there are benefits of creating an account with Pet Haven & Produce:
- All your online purchase history is saved in your account for your convenience
- Shop faster with access to your previous orders
- From time to time we may send you special offers and exclusive deals!
- Create and share your wish lists
To update your account information:
- Click ‘My Account’ and Sign in to your account.
- You will now be at your ‘Dashboard’. Click edit on any field you wish to change ie, Contact Information, Billing Address, Shipping Address Update details and ‘Save Changes’
You will only be able to view your order history if you have registered an account with us.
To view your order history:
- ‘Sign In’ to your account
- Click ‘My Orders’ on the left hand menu.
- This will show you all the previous orders you have made. Click ‘View Order’ to see the details of the orders.
If you have forgotten your password Click ‘My Account’ or ‘Sign In’ in the top right. This will bring you to the “Log In” page. Here you will find a ‘Forgot your Password’ link. Click the link and you will be required to enter your email address and an email outlining the steps to create your new password will be forwarded to your inbox.
FAQ – Pet Haven & Produce Friends for Life Club loyalty membership
Unfortunately no, you must create an account and register as an online shopper separately. For security purposes your Friends for Life Club loyalty membership details are not stored in our online system.
At this time, reward points can not be accrued for online purchases.
Friends for Life Club vouchers cannot be redeemed online unless stated otherwise in the terms and conditions of the voucher.
FAQ’s – Finding Products
We have carefully selected a range of our products from in store that will be available to purchase online. We will be introducing a wider range and great new products as our online store grows. If you are looking for a particular product that you cannot find on our website, use the store locator to contact your closest store.
Pet Haven & Produce is continually working to ensure we offer prices that are competitive throughout the market however there may be cases where our online store and our in store prices may vary. Not all catalogue offers or in store promotions will be available on our online store and vice versa.
Pet Haven & Produce Gift cards are only available to purchase and redeem in store. To find your closest store visit our store locator.
FAQ’s – Payment Options and Security
Pet Haven & Produce only accepts payments from VISA, MASTERCARD and PAYPAL.
Yes you can still make a purchase if you are using a VISA or MASTERCARD debit card; alternatively you can open a PayPal account.
Opening a PayPal account is free and easy! Just visit www.paypal.com.au and follow the instructions.
FAQ’s – Placing an Order
If you have not received your shipping confirmation within 24 hours please contact our Customer Service Team at firstname.lastname@example.org who will assist you in tracking your order.
At this time Pet Haven & Produce is not able to accept phone orders however if you are experiencing difficulties placing an order online please feel free to contact our Customer Service Team at email@example.com who will happily assist you.
FAQ’s – Changing or Cancelling an Order
You cannot make changes to your order once you have checked out, however if you do wish to change or cancel your order please contact the customer service team at firstname.lastname@example.org within 24 hours and they will attempt to stop the order before it has been dispatched.
If we are unable to stop your order if it has already been dispatched, however you may wish to return your purchase to us. Please see our Returns Policy or contact our Returns Team at email@example.com
FAQ’s – Delivery
At this time we are unable to offer this service. All online purchases currently can only be delivered. We are continually working to improve our services so this service
may become available in the future.
You cannot make changes to your order once you have checked out, however if you have made an error and need to change the delivery address for the order please contact the Customer Service Team at firstname.lastname@example.org who will attempt to stop the order before its dispatched.
We ship all over Australia. We do not ship internationally at this time. Pet Haven & Produce use courier services to ship your order and therefore you must supply a street address as PO boxes are unable to be delivered to.
Only one delivery address per order will be accepted therefore if you wish to ship to multiple addresses you will need to create separate orders.
Delivery should be expected from 2 – 10 days. Delivery time is dependent on the dispatch date and the distance of the delivery destination
As with most delivery services, the couriers that will deliver your order do not have a standard or set time of the day that goods are delivered. Your order will be delivered on Weekdays only from Monday to Friday and generally only during business hours 8am-6pm. During your checkout process there will be a special delivery instructions comment box if you have any special requests. Please note not all requests will be able to be made however we will attempt to ensure we provide the best service we can.
If you are not home when the courier attempts to deliver your order they will typically leave a note or calling card. This calling card usually contains the details needed to contact the courier to arrange a suitable re-delivery date. The courier will attempt to deliver your order two times however if for any reason you do not contact them and/ or they are unable to contact you, the delivery may be returned to us. If returned, we will contact you and either arrange another delivery (at an additional cost to you), or we will arrange a refund of the order value less any incurred delivery costs.
Your order will take between 2 – 10 days to reach you. This time frame depends on the dispatch day and the destination address. If your delivery is taking longer than 10 days please contact our Customer Service Team at email@example.com who will track your delivery for you.
FAQ’s – Refunds, Returns and Exchanges
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, Pet Haven & Produce is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to the Returns Centre will be borne by you.
For more details please see our Returns Policy.
If you have a copy of your Tax Invoice and have followed the product assessment procedure you may receive a refund as outlined in our Returns Policy. For more details, please refer to our Returns Policy.
If you wish to exchange a product you may contact our customer service team at firstname.lastname@example.org who will advise you on how to make your exchange as easy as possible.
Please note that the delivery charge will only be reimbursed to you if Pet haven & Produce is at fault and that is the reason you are exchanging the product. In all other circumstances including change of mind, the delivery charges will not be reimbursed.
For more information please see our Returns Policy.
Yes. You can return your purchase to any Pet Haven & Produce store as long as you return the goods with your Tax Invoice. Unfortunately without this you will be unable to return the goods in store and you will need to contact our Customer Service Team at email@example.com. All refunds are to be made in the same method of payment.
Please note that the delivery charge will only be reimbursed to you if Pet Haven & Produce is at fault (this includes damaged in transit). In all other circumstances, including change of mind, the delivery charges will not be reimbursed.
For more information please see our Returns Policy.
To arrange for a refund on your item please contact our Customer Service Team at firstname.lastname@example.org who will assist you with returning the item and providing you will a refund. The refund can take up to 5 – 7 business days as the item needs to be returned to our online Returns Centre before it can be assessed.
For more information please see our Returns Policy.
Unfortunately Pet Haven & Produce will not accept bank or credit card statements as proof of purchase however if you have registered an account with our Online Store you will have access to your purchase history and will be able to retrieve your invoice from there. If you have checked out as a guest our Customer Service Team may be able to help you, however copies of Tax Invoices will not be provided if lost or misplaced. Please contact our Customer Service Team at email@example.com if you require assistance
The delivery charges will only be reimbursed to you if Pet Haven & Produce is at fault. This involves the wrong item being delivered, a manufactured fault with the product or if the product was damaged in transit. In all other circumstances, including change of mind, delivery charges will not be reimbursed. For more information please see our Returns Policy.
FAQ’s – Technical Errors
If our website is experiencing a technical error or you are unable to proceed throughout the checkout process please contact us at firstname.lastname@example.org
FAQ’s – Repeat Delivery
A repeat delivery is an order that you schedule with Pet Haven & Produce. It’s an easy and convenient way to make sure you never run out of your pets essential items.
Repeat delivery is an easy and convenient way to make sure you never run out of your pet’s essential items. With online repeat delivery you can now have your pet products automatically delivered to your house at a time of your choosing, in one simple purchase. So there’s no need go to a store and lift heavy bags anymore.
Receive a minimum 10% off when you create a repeat delivery. The 10% saving is based on the regular retail price. Should your repeat delivery item be on promotion at time that your order is processed and this discount is greater than 10%, the additional saving will automatically be applied towards your order.
Yes you can. By logging into your account, you can manage your repeat delivery. You can cancel, change or amend your order at any time.
Yes you can. By logging into your account, you can manage your repeat delivery. You can add products by simply selecting the items you want to order, choosing the repeat delivery option and proceeding through the checkout. To remove products you no longer need, simply cancel the items from your order in your account.
At the moment, repeat delivery is available on selected dog and cat food, selected cat litter and selected dog and cat flea, tick and worming treatments.
An email is sent to you 3 days before Pet Haven & Produce processes your repeat delivery, your credit card or PayPal account will be charged the day the repeat delivery is processed.
If our supplier discontinues or is unable to supply your choice of product, we will endeavour to let you know before your next order is due. We will try to help you select a replacement item to be delivered or have the out of stock product cancelled and refunded.