Our Policy
Do you keep my bank details?
No. All of the transactions occur through a secure server via our bank or PayPal. Your details are completely safe.
How do I make a return?
We aim for 100% satisfaction on all our products. However, sometimes your pet may not like a particular protein. If your pet is not completely satisfied with one of our products within 14 days of purchase, we can arrange a replacement product or prov
What is your shipping policy?
We aim to dispatch all orders within 24 hours of order receipt, excluding weekends and public holidays. Orders received before 10 AM AEST (Australian Eastern Standard Time) are usually processed on the same day, however, processing times may vary dur
Is there free shipping or free delivery?
Yes, we offer free shipping on all orders over $100 AUD and all orders under $100 is a flat rate of $10. If you'd like to receive your order faster, you have the option to choose express shipping for an additional fee.
What should I do if I received an incomplete order or a product different from what I intended to order?
If you have received an incomplete order or a product different from what you intended, please contact our customer care team as soon as possible at [email protected] or call(02) 6682 4163. If the order is still being processed or has
What should I do if I'm experiencing delayed delivery on my express order?
We're really sorry if your express delivery has been delayed. A few things can impact shipping times, like delivering to rural areas, when your order was processed, and weekends. We always aim to keep our customers informed about possible delays and
What should I do if delivery services like Location Post and Star Track cannot deliver to my address?
If standard delivery services are not an option for your location, please reach out to our customer care team with your address details. We will investigate alternative solutions, such as checking if another delivery service can accommodate your loca
My pet food was opened and now my pet won’t eat it, what do I do?
If you've opened a bag of our pet food and your pet initially ate it but now refuses, it's possible that they need to be transitioned or introduced to their new food slowly. Frontier Pets may look like dry food, but don't be fooled by our process – i
Do you have AfterPay?
We're happy to accept all major bank cards, ShopPay, PayPal, Apple Pay, and Google Pay. Although we don't offer a Buy Now, Pay Later option at the moment, we're working on adding this feature soon. If you're considering using AfterPay for a one-time
I'm missing my delivery
Hey there! If you haven't received your order yet, you can pop over to https://frontierpets.com.au/#status to track it. If it's showing as delayed or if you have any questions, just reach out to our customer care team. Don't forget to mention your or
What is your subscription policy?
We offer 10% off all our pet food and pet treat products when you subscribe to automatic delivery. By selecting “Subscribe & Save” you are agreeing to automatic processing of your orders based on your nominated delivery frequency from 2 weeks to 8 we
What should I do if I have an urgent inquiry or need immediate assistance?
If your inquiry is urgent, please call us directly at 1800 870 245. Our team is ready to assist you promptly. For non-urgent questions, feel free to email us at [email protected] or reach out via our online chat.
How do I cancel my order?
To cancel your order, please reach out to our Customer Care team with your order number and the email associated with the purchase. You can email us at [email protected] or, if it's urgent, give us a call during business hours at 1800
How do I delete my account and personal data from your database?
If you wish to delete your account and remove your personal data from our system, please send a request to our customer care. We process such requests diligently to ensure your privacy and data protection.
Do you still have an outlet in evans head?
No, we’ve relocated to Brisbane, Queensland. As part of this move, we no longer have an outlet in Evans Head.
Do you deliver Australia wide?
Yes, we offer delivery across Australia.