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Frequently Asked Questions

If you have any queries, do refer to this section. We have answers to some of the common questions that we often receive from our customers. If you find that your query is not covered, feel free to reach out to our team. We will be happy to help you.

Placing an order, payment and freight

At present, we accept payments made through Visa, MasterCard and PayPal. We do not accept direct deposit payments.
For orders above $49.99, we provide free shipping across Australia. However, this excludes large and bulky timber furniture. For orders that are less than $49.99 additional $4.99 postage will be charged that covers most of the products that we have online. To know more about the excluded products, do refer to the information section on freight page.
If you repeatedly receive the same error while placing an order, feel free to reach out to us through our ‘contact us’ page. Do include all the details related to the error that you are facing. If possible, do include the browser type and version that you are using. If you face an error while placing an urgent order, call us on 03 9704 6634. We will try to process the order through the phone to avoid any delay.
The error indicates that you have already used your email address to make a purchase with us or have an existing account with the email address. The issue can be resolved by logging in with your existing account. If you have forgotten your previous password, there is a password reset option available on our login page.
At the time of checkout, there is an option that allows you to specify a different delivery address. You will notice a checkbox titled ‘untick to select a different shipping address’. When you unselect this option, you will be able to include a different delivery address.
To cancel an order, you need to get in touch with our online support team for assistance. The cancellations can be processed instantly if done over the phone but require 24 hours for email cancellations (excluding weekends, public holidays and non-working days). If the order has already been dispatched before the cancellation request is placed, we can recall if you alert us beforehand. Orders that have been delivered can only be refunded after the product has been sent back to us. In a situation as this, the shipping cost will not be refunded.
To check the status of your order, you need to login to your account and go to the order history section. This page has complete information about all the orders that you have placed with us online. Get in touch with us through our ‘contact us’ page to get further details about an order. Do include the order number in all your communication as this will enable us to get back to you without any delay.
In such cases, make sure you have allowed time for your order to arrive. Deliveries within the metropolitan region usually take between 2-4 days. For interstate and remote delivery, it takes between 3-8 days. If you feel that there are unnecessary delays get in touch with us through email or phone and we will look further into the issue.
We have the ‘click and collect’ service and you can easily avail it. Make sure to select the right store collection option while placing the order. On the checkout page, you will see a number of shipping options.
In case you are not able to collect your order when the courier/ carrier try to deliver, they will leave a calling card or note. This will include the details about how you can collect your order (if mailed through Australia Post). There is also the option for a re-delivery if the order is through a courier or any other freight service. In case the order is sent back to the sender due to a failed delivery, we will get in touch with you and arrange for a re-delivery at an additional cost. If preferred we can also initiate a refund excluding the shipping charges.

Returns, Warranty and Exchanges

Complete details about the warranty process are available in our Returns and Exchanges page. Do make sure to go through this section and the FAQs as most of your queries and concerns are covered. It is necessary to adopt the right return method to avoid any form of delay and hassles.
Fantastic Pets & Produce warrants the products sold (excluding consumables) for a span of 12 months. However, we can also handle manufacturer’s warranty returns for you. This will include all freight cost and any other additional cost that needs to be paid in advance. Besides, a minimum of $25.00 administration fee may also be charged for manufacturer warranty claim.
Fantastic Pets & Produce does not issue replacement products for either exchange or warranty without receiving the product that is supposed to be returned. However, in rare situations where the supplier has issued a credit or at our discretion we may forgo the requirement for product return. To know more about this, refer to our Returns and Exchanges page.
To get complete details about our refund policy, refer to our Returns Policy page.

Prices, Products and Stock

Yes, the prices that you see online include GST. For the purpose of taxation, we will provide a detailed GST breakdown in the tax invoice that we send you.
The online prices are more accurate as they are more dynamic and can be updated easily. However, there are certain offers that are exclusively for our online store and do not apply to store purchases. If you have any queries with regard to the prices, do feel free to get in touch with us.
The online stock levels are accurate and reflect the stocks available in our store. We take care to ensure 100% accuracy. However, there are situations when slight discrepancies might exist. For both in-store and online purchase, the online stock should be treated as a guide only.
This feature is available on our advanced search page.

Privacy and Security

Absolutely! We take care to ensure that all sensitive information shared during the transaction process is safe and secure with SSL (Secure Sockets Layer) encryption. During the process of payment and within other sections of our website the secure layer encrypts the information provided. Besides, only the last few digits of your credit card number are stored as the process of payment occurs in real-time.
We also offer the option of ordering through the phone. Payment through credit card will still be required but this is a safer option especially if you have security issues with your computer.
We intend to build a long-term relationship with our customers and respect their privacy. We appreciate that the fact that you chose us for your purchase. At no point do we share email, account, contact or other details with service providers or third party vendors.

Online Account

This includes the best way in which we are able to share benefits with our customers. With an online account, you have the benefit of a stored shopping cart, tracking details, fast pre-order, order history and much more. You also get the benefit of earning rewards for every dollar you spend. You can also avail benefits under our Frequent Feeder loyalty program.
To gain access to your account you need to request for a password reset. You can do this from the account login page by choosing the ‘forgotten password’ option. After you enter a valid account email address, a reset email will be sent to your mail address. This is an automated process and the email will be sent to you immediately. In case you do not receive any mail from us, check your spam and filter settings to ensure that the mail has not moved to the junk mail folder. If you have changed your email address and do not have access to your original account, you will need to use a new email address to create a new account. You can even get in touch with us to request an email reset. The loyalty points that you have earned will continue to accrue if you form a new account. However, the online order history will be lost.
After logging in, you can access your account details by going to ‘My account’ section on the top of each page. In this section, you will be able to go to the ‘update account’ section to edit your personal information and other details like address, email, phone number and password. Make sure you click the update button for the changes to be saved.
If the invoice that you need is for the present financial year and you can provide details like order number and date of purchase, we will email you a copy of the receipt in PDF format. However, for invoices copies from the previous financial year, an administrative charge of up to $45.00 will have to be incurred.