Terms of Service
TERMS & CONDITIONS
When you place an order with My Pet via our websites, or via phone or in person, you are automatically entering into our terms and conditions.
Please read our Terms and Conditions carefully before placing any orders. Your subsequent purchase will indicate your acceptance of these terms and conditions.
These terms and conditions may be modified from time to time without notification and your continued use of this site and any subsequent purchases made shall signify your agreement to be bound by any change.
Location & Business Details
My Pet is located at 940 Tullimbar Street, Albury North, NSW 2640, Australia.
Phone 02 6025 8994.
Business Hours: 10am to 4pm Monday to Friday (excluding Public Holidays and weekends)
Business (manufacturing, wholesale & retail) established since 1991.
All product & shipping prices are quoted on this website in Australian Dollars (AUD). All transactions are settled in AUD. Overseas customers may choose a currency converter to determine pricing prior to ordering.
GST, Taxes and Fees
On all orders placed for delivery in Australia, prices are inclusive of GST.
Orders to be shipped to an International address are exempt from GST unless otherwise declared by the Australian Government at any future date but may attract International charges which are the responsibility of the customer. The prices listed do not include any overseas duties, customs or import charges and fees which may apply. All such additional charges will be at the expense of “you” the purchaser and are not the responsibility of My Pet.
Colours of Products
Please note that colours of products depicted can sometimes vary from the actual product depending on the quality & make of the computer monitors, tablets & mobile devices they are being viewed on. This is beyond our control.
Order Shipping Time, Methods & Tracking
Orders received and paid for before 3pm are normally shipped same day if item is in stock. Orders received after 3pm are shipped next day. Occasionally some late orders before 4pm can be shipped same day.
We ship all orders as quickly as possible, but please allow that we are human and occasionally have holidays and sick days.
Shipping is via Australia Post, or our chosen courier. When goods are sent we will advise the tracking number to the email address supplied unless posting method did not include tracking.
We recommend choosing Express Post for orders to Western Australia, South Australia, Northern Territory, Queensland or if products are required urgently. We have no control over Australia Post delivery times which are now slower than they used to be.
If goods are currently not in stock or sold out, we will advise if and when they will be available.
Once goods are despatched you will receive a shipping notification with the TRACKING NUMBER so you can view the location of your order.
If we are unable to obtain authorization for payment or in the case where we may suspect fraudulent use of a credit card – we reserve the right not to accept your order. We also reserve the right not to accept your order if certain shipping restrictions apply for the area or country of delivery, or if the item is out of stock or withdrawn from sale for any reason.
Billing & Shipping Details
It is the customer’s responsibility to provide correct billing and shipping address details. We do not accept responsibility for goods shipped to an incorrectly supplied shipping address.
If shipping to a business address, please ensure you provide the BUSINESS NAME to facilitate delivery by Australia Post. This is particularly important for capital cities (e.g. Sydney)
We reserve the right to delay or cancel any order which we determine does not meet the requirements for correct addressing and details or which appears fraudulent.
A valid phone number and email address is required so that if there are any queries about your order we can contact you promptly.
After placing an order in the shopping cart, click on the "Estimate Shipping & Tax" link (found underneath the Sub-Total amount) and choose the shipping option you require. Please also note that the shipping rates for the items are based on weight & size and reflect the calculations of Australia Post.
All shipping costs are the responsibility of the customer.
International orders may incur Customs, VAT or other surcharges by the destination country. Such charges are the responsibility of the customer.
We ship to all States of Australia (anywhere serviced by Australia Post), as well as to USA, Canada, UK, Europe, Asia and New Zealand. Note that there are restrictions on International shipping. Some products cannot be shipped to international destinations. Please use the "Contact Us" link to ask prior to ordering.
All charges are made in Australia Dollars.
Orders are not deemed to be accepted until payment is made and received.
If you think you have inadvertently duplicated your order, please contact us to advise the situation and we will ensure the order is not duplicated.
Australian customers can pay via Bank Deposit, Credit Card, Paypal, Cheque. Or Money Order (via Post).
For International Customers we only accept payments via Paypal for security reasons.
You will receive an email "Order Confirmation" once your order has been placed. Occasionally this can take time (eg. 30-60 minutes) if the Internet is slow.
IMPORTANT: If you do not receive an Order Confirmation please contact us as you may have mistyped your email address, or the order may not have processed correctly when making payment.
If you do not receive an ORDER CONFIRMATION it means we cannot contact you and may not have received your order!
Once we receive your order we check all details - including appropriate size for breed if "breed detail" was included in your order. If all details and payment appear correct and goods are in stock, your order is then processed.
Orders received before 3pm for stock items are normally posted same day or next working day if received after 3pm. (Sometimes late orders may be accepted up until 4pm.)
Orders for “in stock” products manufactured by My Pet are normally shipped same day or within 24 hours of payment being received.
For items not in stock please allow 1-5 working days for your order to be made up. For custom-made and bulk orders, we will advise expected delivery time. However unforeseen circumstances can arise. If for any reason there is a considerable delay we will notify you.
For fastest service, we suggest Express Post, especially for items being sent to WA, SA, NT, QLD & TAS or for orders required urgently. We are located in Albury, NSW 2640 and expected shipping times can be ascertained from the Australia Post website at www.auspost.com.au (Not applicable for Dog Fences)
For Dog Fences: shipping is direct from importer/mfr and normally within 1-3 days after order payment is completed and confirmed.
In the event of a delivery being returned due to providing an incorrect or incomplete shipping address, the customer will be held responsible for all shipping and any re-shipping costs.
If shipping to a business address, please ensure you include the name of the business in the shipping address details.
When finalizing your order it is the customer’s responsibility to include a valid Street number, Suburb/Town, Postcode, a correct and valid Email address and Contact telephone number. Orders will not be processed or sent without this information and My Pet cannot be held responsible for any delays due to incorrect of missing delivery information.
Shipping & Tracking Notification
As soon as your order is processed and shipped, you then receive an email Shipping Notification with your tracking number. Click on the link provided to ascertain the status of your delivery.
Refund and Returns - Please choose carefully as we do not refund if you change your mind.
RETURN MERCHANDISE AUTHORITY (RMA) must be obtained!
All items requesting a size exchange must be advised and returned to us within 7 days of receiving your order. A Return Merchandise Authority code will be issued to authorize such exchange. Returns without a Return Merchandise Authority will not be accepted. (Such items may not be been purchased from our store.)
EXCHANGE OF SIZE procedure for "MY PET" Dog Clothing ONLY (e.g. hats, jumpers, shirts, coats)
Please choose carefully to avoid the additional cost of exchanging an item. All shipping costs are the responsibility of the customer. If unsure of the size, "Contact Us" before placing the order and we will suggest the best option, or direct you how to measure.
Before returning goods please phone or send us an email to firstname.lastname@example.org advising of the problem & the reason for return. You will then be given a Return Merchandise Authority number and advised of where to return the product.
You must advise us within seven (7) working days of receiving your order if there is a defective item, or if you wish to exchange for a different size product. Proof of purchase (Invoice number) will be required. Please refer to conditions of exchange.
When approved for return, the item/s should be forwarded together with the original invoice and Return Merchandise Authority (RMA) number to My Pet, at the address advised in the RMA, by registered mail. Please emails us with the tracking number so that you have proof that the item was returned. We cannot process, exchange, or refund items lost in the mail.
Allow 1 week from the day we receive the return of the goods for your order to be processed and return notification.
If you have ordered an incorrect clothing size (we understand this can happen!) please contact us so we can facilitate a speedy exchange. Contact us if you need advice on sizing. All postage costs (both ways) for items being returned are the responsibility of the customer - the same as you would be responsible for the cost of your transport to return the goods to a store and then return home.
Items approved for exchange which have been given a RETURN MERCHANDISE APPROVAL must be in “as new” condition and with original packaging and labels as far as possible, and must not have been worn, used, or soiled in any way. A repackaging fee of $2.00-$10.00 may be applicable on items being returned for exchange. All shipping costs for items being returned and exchanged are the responsibility of the customer. Refunds for any overpayment due to such exchange will be given in the form of a store credit for use on future orders. No cash refunds will be given.
Returns or product exchanges must be returned at the customer’s expense.
In the event of a faulty product (eg. heated pet beds, cooling pads, dog fences, Doggles) please contact our office for the correct procedure and to obtain an RMA and the address where such items should be returned. Once the product is deemed to have a manufacturing fault and not a fault or problem caused by wear and tear or incorrect use or product settings, we will advise you how to proceed and where to return the item and help you to facilitate the fastest possible resolution of your problem.
CUSTOM MADE & MADE-TO-ODER items
All sales are final for custom made-to-order items.
These items cannot be returned, exchanged or refunded.
We rely solely on information provided by the customer regarding measurements and cannot be held responsible if such measurements are incorrect.
Bedding products (heated beds, cooling beds and other bedding products) fences, Doggles and any items not manufactured by My Pet are not accepted for return to My Pet for exchange or refund. Any defects in these items are COVERED BY THE MANUFACTURER'S WARRANTY. We will assist by providing any missing invoices for such goods. When applying for a Return Merchandise Authority you will be advised where to return such products.
Products which cannot be exchanged or returned to My Pet
NOTE THAT DOG BEDDING (Heated or Cooling) & DOGGLES CANNOT BE EXCHANGED FOR HEALTH REASONS. A template for Doggles sizing is available upon request to assist you in choosing the correct size. For bedding we suggest outlining the dimensions on the floor with newspaper to view the actual size.
Items which have been worn or used cannot be exchanged. Exchanges are only accepted for certain items manufactured by My Pet which are standard-stock-size items, subject to stock availability. E.g. for dog hats, jumpers and coats where the customer has ordered the wrong size. Such exchange is subject to the prior approval by My Pet in the form of a Return Merchandise Authority number and payment of any additional costs incurred in such exchange. Exchange orders will not proceed until any outstanding additional payments have been received by My Pet.
Adjustment of Change to Order Value & Shipping Costs for Exchange items
Any additional costs and shipping charges applicable on any exchange item is the responsibility of the customer. The order will not proceed until payment has been made in full. My Pet will issue a separate invoice for any such amount. My Pet reserves the right to issue any credits for exchanges as a “store credit” for future orders.
CONDITIONS OF EXCHANGE (Not available for International Orders, Dog Bedding, Fences, or Doggles) A template for Doggles sizing is available upon request to assist you in choosing the correct size.
Goods being returned for exchange MUST include a correct RETURN MERCHANDISE AUTHORITY code which will be supplied to you.
All original packaging and labels must be returned.
Items which have been used, are dirty, covered in dog hair, drooled on, soiled, altered or damaged in any way, or have been worn will NOT be accepted for exchange or refund. It is very easy for us to determine if an item has been worn for more than a few minutes it takes to check the size.
DOG BEDDING, FENCES & DOGGLES CANNOT BE EXCHANGED OR RETURNED (Contact us re the manufacturer's warranty if you have a problem or need assistance)
Items being exchanged must be in ORIGINAL, 'AS NEW' CONDITION.
Exchanges will not be accepted if a customer changes their mind after an item is shipped.
For any other questions or concerns, please Contact Us.
INTERNATIONAL CUSTOMERS PLEASE NOTE - Because of the high postage costs involved we do not accept return of ANY goods.
WHOLESALE & BULK ORDERS
No refunds will be given for changes to orders. Store credit will be issued if applicable. Please contact My Pet regarding any issues.
Information on our website
My Pet has done everything to ensure that the information we provide on this site is accurate as possible. My Pet does not accept any responsibility for any errors, or omissions in the site contents. We reserve the right to modify, edit or delete the information provided on this site at any time in order to improve our services to you.
All designs, images & photographic material on our website/s are subject to copyright and are wholly owned by, or authorized for use by My Pet. No material represented on My Pet’s website may be used, or linked to, without prior written authority. My Pet & Bones-R-Dry are registered and trademarked & legal action will be pursued if necessary.