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Customer Information

Customer Service Details

Email support@petsgard.com.au and we will reply within 1 to 2 Business Days.

Payment Information

 All prices include 10% GST.  International customers are exempt from paying the 10% GST and reduced price will be displayed during checkout.
Shipping charges are not included in the prices quoted.  Payments are processed PayPal which allows us to accept credit/debit cards and once payment is accepted we will process order within 1- 2   Business Days. Alternatively Australian customers can choose to pay via EFT or posting a cheque/money order.  Details will be displayed during the checkout process, and in the order confirmation.

Payment Methods Available

PetsGard provides the following forms of payment method:

• Visa or MasterCard
• PayPal
• PayPal Express
• Electronic Funds Transfer (EFT)
• Cheque or Money Order

Who is PayPal?

PayPal is a worldwide provider of online payments with over 100 million registered accounts, including more than 5 million Business accounts

Promotion

From time to time PetsGard offers coupon codes to give discounts on all or some of its pet products.  It is PetsGard policy to allow only one coupon code offer per order, and cannot be comibned with any other coupons.

How much is Shipping?

How long will it take to receive my order?

Orders are processed within 1-2 Business Days. Once your order has been shipped please allow 1 to 7 Business Days for delivery within Australia.  Your order is shipped  via  Australia Post.

For international orders shipping is from 5 to 12 Business Days via Standard International Parcel Mail.

What do I do if I do not receive my order after 7 Business Days from shipping date?

Sometimes packages may be delayed so please wait for a little bit longer. If your order is not received after 7 Business Days email support@petsgard.com.au  and we will arrange for a reshipment free of charge or your money back. Be sure to quote your order number in your correspondence.

Can I cancel/change my order?

Absolutely.

If your order has not been shipped, we will cancel order and issue a full refund.

If order has been shipped, you may return the order upon receipt. Please refer to Pets Gard Return Policy.

What is your Returns Policy?

Unopened packages and in original condition may be returned within 30 days of receipt of order. Shipping is at your cost and will not be re-imbursed. Email support@petsgard.com.au and return the items with the Packing Slip to:

A refund for the product will be issued as soon as items are received. Please allow 1 to 7 Business Days for delivery of merchandise back to PetsGard.  International Customers - please allow 5 to 12 Business Days for delivery of merchandise back to PetsGard.

What if I don’t receive my refund after 10 Business Days?

Email us at support@petsgard.com  with your inquiry and we will investigate. Usually a returned item is not refunded if we have not received your items. Don’t worry, we know that this can be delayed during transportation and we will issue you a refund for the product value.

What Personal Information about Customers does PetsGard gather?

The information we learn from customers helps us personalise and continually improve your shopping experience at Pets Gard.  Here are the types of information we gather.

• Information You Give Us: We receive and store any information you enter on our Web site or give us in any other way. You can choose not to provide certain information, but then you might not be able to take advantage of many of our features. We use the information that you provide for such purposes as responding to your requests, fulfilling orders, customizing future shopping for you, improving our store features, and communication with you.
• Automatic Information: We receive and store certain types of information whenever you interact with our website. For example, like many web sites, we sometimes use "cookies," and we obtain certain types of information when your Web browser accesses our website.
• E-mail Communications: To help us make e-mails more productive to improve service and your shopping experience, we sometimes send you newsletters of our services and products, notifications of changes to our policies, and order confirmations. If you do not want to receive e-mail from us, other than order notifications and receipts, please adjust your "Subscription" preferences by logging into your account.

What about Cookies?

Cookies are alphanumeric identifier text files that we transfer to your computers hard drive through your Web browser to enable our systems to recognize your browser and to provide features such as storage of items in your Shopping Cart between visits.

Does PetsGard Share the Information it receives?

We respect your privacy and appreciate your business. At no time do we ever provide your account contact or payment information to any third party vendor, associate or service provider.

How Secure Is Information About Me?

We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you provide to us for purchasing of our products or services. PetsGard is tested and certified daily to pass the HACKER SAFE SECURITY SCAN.

We do not hold any financial records including Credit/Debit Cards as all payments are processed by PayPal via a secure connection. Of course, we do not have any access to your PayPal account.

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