F.A.Q.

Frequently Asked Questions - Pet Usuals F.A.Q.

Frequently Asked Questions - Pet Usuals F.A.Q.
Q. DO YOU DELIVER PET FOOD AUSTRALIA NATIONWIDE?
A. Yes we deliver pet food Australia nationwide. Except for the frozen food orders.
 
Q. DO YOU SHIP ORDERS WORLDWIDE?
A. We ship orders in Australia only.
 
Q. DO YOU HAVE A PHYSICAL SHOP WHERE CAN I PICKUP MY ORDER?
A. Yes. Once you placed your order. You can collect or pickup your order at our shop
     collection point in Springwood, QLD 4127 when it is ready. See the contacts section please.
 
     Once you have received an email and/or Text Message (we recommend to provide mobile number during the registration)
     from us confirming that your order is ready you can then call us on (07) 3388 8294 to arrange the collection times
     suitable.
    
Q. CAN I "COLLECT IN STORE" ?
A. Yes.
 
Q.  I HAVE SELECTED BPAY OPTION TO PAY FOR THE ORDER. HOW DO I PAY?
A. Here the description of how to pay, please follow these steps: click here to view the instruction
    from bpay.com.au
 

Q. I JUST PLACED AN ORDER - HOW DO I CHECK THE STATUS ON THE PROGRESS?

A. You will receive an email when your order gets dispatched. You need to be a registered user to login into your account.

     From My Account you can check the latest updates on the status of your order. You should also receive email updates on your order progress.

Q. DO YOU DELIVER RAW FROZEN PET FOOD AUSTRALIA NATIONWIDE?

A. Frozen food, can be delivered only to Brisbane area.

Q. WILL BE THE DELIVERY PRICE SHOWN IN THE SHOPPING CART WHEN I PLACE MY ORDER?
A. BEFORE YOU PROCEED TO PAYMENT YOU WILL SEE THE SUMMARY OF YOUR ORDER.
     THERE IS NO HIDDEN FEES OR SURCHARGES.
 
Q. WHAT ARE THE BENEFITS DO I GET BY REGISTERING?
A. REGISTRATION ALLOWS:
  • EASIER ORDER TRACKING
  • YOU CAN VIEW ORDER HISTORY
  • CREATE AND MAINTAIN YOUR DELIVERY ADDRESSES
  • FAST AND CONVENIENT CHECKOUT
  • NOTIFICATION OF PET USUALS NEWS AND PROMOTIONS
 
Q. I HAVE AN ISSUE WITH ORDERING ON MY MOBILE, WHAT I HAVE TO DO?
A. YOU CAN VISIT OUR SISTER WEBSITE WWW.GET4PET.COM.AU WHICH IS MORE MOBILE FRIENDLY.
 
Q. I HAVE PURCHASED AND COLLECTED PRODUCTS FROM YOU IN YOUR PHYSICAL SHOP AND I HAVE A RECEIPT,
    HOW CAN I QUICKLY FIND THE SAME PRODUCTS ON YOUR WEBSITE TO ORDER ONLINE?
A. THIS IS A Pet Usuals (c) RECEIPT YOU MAY HAVE (Fig.1), IN ORDER TO FIND THE PRODUCTS ON THE WEBSITE
     LOOK AT THE LEFT HAND SIDE OF THE EACH ITEM SHOWN ON THE RECEIPT FOR THE PRODUCT CODE.
     Then search by this code number on our website.
    
 
          receipt-Pet-Usuals
          Fig.1 Product codes dispalyed on your receipt
 
Q. I DO NOT HAVE OR I DO NOT WANT TO PROVIDE MY MOBILE PHONE NUMBER, IS THAT A PROBLEM?
A. NO, HOWEVER IN THIS CASE YOU ONLY WILL RECEIVE A NOTIFICATION ABOUT DISPATCH OR READINESS  OF YOUR ORDER
    VIA EMAIL AND NOT SMS. ALSO IF THE COURIER NEEDS TO CONTACT YOU FOR ANY VALID REASON IT MAY DELAY THE DELIVERY.
    PLEASE NOTE THAT WE WILL REQUIRE AT LEAST ONE PHONE NUMBER PROVIDED FOR YOUR ACCOUNT TO ENSURE SERVICE.
    IN CASE YOU HAVE ANY QUESTIONS OR CONCERNS PLEASE REFER TO OUR Pet Usuals Privacy Policy page*.
    *We respect your privacy and will not share your personal information.
 
Q. I HAVE ASKED IN THE COMMENTS TO THE ORDER TO PLACE THE PARCEL IN THE SAFE BOX INSTALLED AT MY ADDRESS.
    WHY COURIERS HAVE PLACED THIS INFRONT OF THE DOOR INSTEAD?
A. IF YOUR PARCEL BOX IS TOO SMALL FOR YOUR ORDER THIS IS WHY IT MAY HAPPENED.
     PLEASE SPECIFY NEXT TIME IN THE COMMENTS TO YOUR ORDER WHAT MAXIMUM SIZE WILL FIT IN, WE WILL TRY TO
     PACKAGE (IF POSSIBLE) YOUR ORDER SO IT WILL BE WITHIN THESE SIZE LIMITS. NOT ALL ORDERS CAN BE PACKAGED THAT WAY.
 
Q. CAN I CALL YOU FOR ASSISTANCE WITH THE ORDER?
A. YES. WE WOULD BE GLAD TO ASSIST YOU.
 
Q. I SEEMS HAVE AN ISSUE WITH ORDERING USING MY OLD MOBILE?
A. PLEASE ENSURE THAT YOU HAVE ENABLED TLS1.1 SETTINGS IN YOUR MOBILE OR TABLET WEB BROWSER.
 
Q. CAN I PAY BY CREDIT CARD for MY ORDER?
A. YES YOU CAN PAY BY CREDIT CARD, WE ACCEPT VISA AND MASTERCARD.
 
Q. DO YOU ACCEPT PAYPAL?
A. YES, WE DO ACCEPT PAY PAL.
 
Q. DO YOU ACCEPT VISA OR MASTERCARD?
A. YES
 
Q. DO PAYMENTS VIA CREDIT CARD INCUR AN ADMINISTRATION FEE?
A. NO
 
Q. DO YOU ACCEPT EFTPOS ONLY CARDS?
A. NO, WE ACCEPT VISA AND MASTERCARD.
 
Q. DO YOU ACCEPT AMEX?
A. N
 
Q. CAN I PAY OVER THE PHONE?
A. YES, WE ACCEPT THE PAYMENT OVER THE PHONE BY VISA OR MASTERCARD ONLY.
 
Q. CAN I PAY WITH BPAY?
A. YES. WHEN PAYING FOR YOUR ORDER SELECT THE BPAY PAYMENT METHOD (IF THIS IS SHOWING AVAILABLE FOR YOUR ORDER).
     ONCE PLACED THE ORDER WILL INCLUDE THE BPAY REFERENCE IT WILL BE DISPLAYED TO YOU. YOU WILL NEED TO WRITE
     DOWN THIS REFERENCE AND PAY VIA YOUR BANK ACCOUNT SECURELY USING THESE BPAY DETAILS.
     WE ALSO WILL FOREARD THE INVOICE TO YOU WITH BPAY DETAILS.
     SEE MORE INFORMATION ABOUT BPAY HERE:HTTP://WWW.BPAY.COM.AU
 
Q. WHAT IS THE MASTERPASS?
A. YOU CAN USE WITH OUR SHOPPING CART MASTERPASS FROM MASTERCARD WHICH ELIMINATES THE NEED FOR CONSUMERS
     TO ENTER DETAILED SHIPPING AND CARD INFORMATION TO COMPLETE THEIR ONLINE SHOPPING AT MASTERPASS MERCHANT SITES.

     MAJOR AUSTRALIAN BANKS SUPPORT THIS OPTION.  FOR E.G. COMMONWEALTH BANK OF AUSTRALIA FULLY SUPPORTS THIS OPTION.

Visit Masterpass website - Click here to open

COMMONWEALTH BANK
COMMONWEALTH BANK
Q. DO YOU ACCEPT PAYPASS UPON COLLECTION OF MY ORDER?
A. NO, FOR YOUR SECURITY WE DO NOT ACCEPT PAYPASS ON OUR SYSTEM.
     YOU CAN PAY NORMALLY BY CREDIT CARD ON PICKUP.
 
Q. WHEN I PAY OVER THE PHONE DO YOU KEEP MY CREDIT CARD DETAILS AFTERWARDS?
A. WE DO NOT KEEP YOUR CREDIT CARD DETAILS.
 
Q. DO YOU KEEP MY CREDIT CARD DETAILS ON FILE WHEN I PLACE ORDER ONLINE?
A. NO, WE DO NOT KEEP ON FILE YOUR CREDIT CARD DETAILS UNLESS YOU SPECIFICALLY INSTRUCT US TO.
 
Q. DO YOU HAVE CREDIT CARD SURCHARGES?
A. WE DO NOT HAVE CREDIT CARD SURCHARGES.
 
Q. DO YOU PROVIDE CASH ON DELIVERY (COD) OPTION FOR PAYMENT?
A. NO.
 
Q. HAVE YOU RECEIVED MY ORDER?
A. ONCE YOU HAVE PLACED AN ORDER YOU WILL RECEIVE AN EMAIL CONFIRMATION FROM US.
   
     IF YOU DID NOT RECEIVE A CONFIRMATION EMAIL THIS COULD BE DUE TO:
             1. YOUR ORDER MAY HAVE NOT BEEN COMPLETED AND IT IS STILL IN YOUR SHOPPING CART.
             2. YOU MAY HAVE ACCIDENTALLY PROVIDED INCORRECT EMAIL ADDRESS.
             3. THE MESSAGE MAY HAVE GONE INTO THE SPAM FILTER OF YOUR EMAIL
                 WHICH IS PREVENTING CONFIRMATION EMAILS FROM BEING RECEIVED.
 
Q. WHAT IS SMS NOTIFICATION FOR FROZEN FOOD DELIVERIES?
A. ONCE YOUR ORDER HAS BEEN DISPATCHED OUR SYSTEM WILL SEND YOU AN SMS NOTIFICATION TO YOUR MOBILE PHONE NUMBER.
 
Q. WILL YOU SEND ME AN SMS NOTIFICATION WHEN MY ORDER IS READY FOR COLLECTION?
A. YES
 
Q. DO YOU SEND SMS WHEN MY ORDER HAS BEEN DISPATCHED?
A. Only for frozen food orders. In all other cases standard email notification will be sent.
 
Q. WILL I GET AN EMAIL NOTIFICATION WHEN MY ORDER HAS BEEN DISPATCHED?
A. YES, ALL ORDERS GET EMAIL NOTIFICATION SENT.
 
Q. I RECEIVED ONLY PART OF MY ORDER IN THE PACKAGE? WHAT DO I DO?
A. CHECK YOUR PACKING SLIP FOR NUMBER OF PACKAGES DISPATCHED.
     SOME ORDERS DUE TO WEIGHT RESTRICTIONS WITH SOME COURIERS ONLY CAN BE DISPATCHED IN SEVERAL
     PACKAGES. YOU SHOULD RECEIVE THE REST OF THE PACKAGES ONCE COURIERS WILL PROCES THEM
     AND DELIVER TO YOU.
 
Q. I received a message - Your order re-delivery is scheduled for the next available run.* What happens next?
A. We will try to re-deliver your frozen food order on the next available delivery run. You will receive the Email and SMS notification
     as usual once your order has been dispatched and it is on the way to your delivery address.
 
Q. What will happen when the second attempt of the frozen food re-delivery fails?
A. You will receive a BPAY bill from us which you will need to pay in the next 3 days.
 
Q. Can I leave my own ESKY outside so the driver can leave the frozen food package? 
A. Yes you can leave ESKY outside with the Authority To Leave note arriving order at your premises and our delivery will leave
     the frozen food order in the ESKY. Please note ESKY must be of the sufficient size for the ordered products.
 
Q. CAN YOU DO REGULAR DELIVERIES?
A. YES, YOU WILL NEED TO GIVE US AN INSTRUCTION HOW OFTEN DO YOU NEED THE DELIVERY E.G. -
     EVERY WEEK, EVERY 2 WEEKS AND SO ON (EMAIL US OR PLACE A NOTE WITH YOUR ORDER).
 
Q. WHEN I HAVE ORDERED FROZEN FOOD CAN YOU LEAVE THE ORDER AT THE DOOR?
A. Frozen food must to be put in the freezer upon arrival and the order cannot be
     left at the door. We will help to arrange the time with you when somebody is at home
     to deliver the order at the most convenient time.
    
     You can add to your order a replacement polyester eskie box.
     If you want us to leave the order at the door please note that size of the box
     when provided by you must be sufficient to accomodate your order.
     We will not accept responsibility whatsoever if the ordered items will not fit in 100% in and
     will melt as a result.
    
Q. DO YOU LOCK ME IN ANY CONTRACTS WITH PET USUALS VIP SAVINGS CLUB?
A.  No. There is no locking contract.
     It is your personal choice if you would like to continue to receive the VIP Savings Club discount or not.
     Please refer to VIP Savings Club information.
 
Q. IS ORDERING ON YOUR WEBSITE SECURE? DO YOU USE SSL (SECURE SOCKETS LAYER)?
A. We use SSL on our website to secure the purchases and the payments.
     This to ensure that your personal information cannot be read by others or tampered with during the submit of your order.
 
Q. WILL I RECEIVE ANY DOCUMENTS CONFIRMING MY PURCHASE?
A. You will receive an email with the confirmation of your payment.
     The paper copy will be dipatched with your order as well.
 
Q. DO YOU HAVE ORDER PROCESSING FEE ON ORDERS?
A. No, we do not have order processing fee.
 
Q. WHEN IS MY ORDER WILL BE DISPATCHED?
A. Despatch for delivery is only available Monday - Friday during the normal business hours.
     Items are dispatched within 24 hours or less when order is received during normal business hours Monday - Friday
     for all items in stock.
 
Q. HOW CAN I CHECK THE STATUS OF MY ORDER?
A. If you are registered customer, you can go to Sign in  to check the status of your order.
    
Q. DO YOU ACCEPT RETURNS?
A. Yes we accept returns. Conditions apply. Please see our Customer Information for details.
 
Q. IS YOUR FOOD STOCK IRRADIATED?
A. No. We do not sell irradiated food to the best of our knowl.
 

 

Q. DO YOU SEND PRODUCTS OVERSEAS?

 

A. No. We are Australian company and we only sell locally.
 
Q. I forgot my password, how can I restore it?
A. Use Forgot your password? link (The link can be found in the left hand side menu.)
 
Q. I have received an Annually Request message asking to update my information. What is that? What do I have to do?
A. As part of of our commitment to best customer service we may require you to check that your information is up to date. Just login as usual and update the
    information as(if) required.
 
Q. I received a message from Pet Usuals asking me to change the password what shell I do I did not initiated this?
A. We may send from time to time such message however if you unsure if it came from us please contact us via email or call us to confirm
    if our system send such a message to your email address.
 
Q. I have trouble to remembering the name of your website what do I do?

A. Use more memorable domain name: www.petfooddiscounts.com.au  it also belongs to us and it will redirect you to Pet Usuals website.

Q. My pet have a birthday can I have a special present with my order?
A. If you put the note with your order we most certainly will send you a special free treat!
 
Q. I referred you to a friend, can I get discount for my next order?
A. Yes, we appreciate that you can recommend us.
    We will send you $10 voucher (coupon code) for your next order(s).
 
*We reserve the right to change any part of the above information at any time without a prior notice.
 
(c) Pet Usuals 2011 - 2018