What is your shipping policy?Updated 5 months ago
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 during periods of high demand.
We work with Australia Post and its partner network to get your orders out to you in a timely manner.
Free standard shipping is offered on all orders over $100 AUD (Australian Dollars). For all orders under $100 AUD, our flat rate for standard shipping is $10.
We offer customers the option to choose express shipping. The estimated delivery time is 2-7 business days but it varies by state for this service, please account for additional days if you reside in a rural location.
When your order has shipped, you will receive an email or SMS notification from us that will include a tracking number. Please allow 48 hours for the tracking information to become available.
Track my order?
- You'll receive a shipping confirmation email with a tracking number.
- Allow 48 hours for tracking info to update.
- Contact us if your order hasn't arrived within the estimated timeframe.
Return Policy
We aim for 100% satisfaction with 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 provide a refund. Contact our Customer Care team and provide the batch number on the back of the pack and the product name. We will then provide you with options for replacement or refund.
Please note: Purchases with two or more of the same quantity do not qualify for refund but we may offer replacement proteins for your pet to try.
If for any reason you are unhappy with your order, please contact our Customer Care team at [email protected] or visit our Help Center for answers: https://frontierpets.com.au/pages/help-center
Refund Policy
If you receive a product that has been damaged during shipping or a product that you did not order, we can arrange for the product to be returned to us. Contact our Customer Care team within 7 days of receiving your order so that we can arrange an exchange or refund. The product must be returned to us unopened. We will arrange shipping for the return of products that meet our criteria for product Returns.
Due to the product's nature, we cannot accept returns on opened or used pet food. However, we encourage you to contact us for any concerns.
Check out our full shipping policy here.