If something is not right for your animal, send it back within 30 days of delivery for a full refund. Anything that arrives damaged, defective or incorrect is put right at our cost.
What we accept
We accept returns on both faulty and non-faulty items, provided the product is still in new condition: unopened in its original packaging, or never used. All windows run from the date your order is delivered.
| Reason for return | Window | Condition required | Return shipping | Outcome |
|---|---|---|---|---|
| Changed your mind | 30 days | New, unopened, seals intact, original packaging | You pay | Full refund |
| Ordered the wrong item | 30 days | New, unopened or unused, all parts present | You pay | Full refund |
| Item damaged in transit | 30 days | Photo of the item and outer carton | We pay | Replacement or full refund |
| Item faulty or defective | 30 days | Photo of the item and packaging | We pay | Replacement or full refund |
| Wrong item sent | 30 days | Photo of what you received | We pay | Replacement or full refund |
Frozen, raw and chilled products
Frozen, raw and refrigerated products cannot be returned. Once a cold-chain item has left our facility we cannot verify how it has been stored, and we never resell a returned perishable. This applies to frozen raw patties, nuggets, sliders and medallions, and to any product shipped chilled.
This does not affect your rights if a perishable arrives thawed, damaged or spoiled. Contact us within 24 hours of delivery with a photograph and we will replace it or refund it in full, at our cost. Do not send a spoiled perishable back; dispose of it once we have your photograph.
What we cannot accept
- Frozen, raw or refrigerated products, which cannot be returned once dispatched.
- Any opened consumable. Food, treats, supplements and litter cannot be resold once a seal is broken.
- Products where a manufacturer’s safety seal on a supplement has been broken.
- Items damaged by misuse, improper storage or normal wear.
- Anything requested more than 30 days after delivery.
Why opened food cannot come back
We are not able to resell or restock a consumable once it has been opened, and we never resell a returned food item. If your animal will not eat something, contact us anyway. Many manufacturers run their own satisfaction guarantees and we will help you claim.
Exchanges
We do not process exchanges. If you would like a different product, return the original under the terms above for a full refund and place a new order whenever suits you.
Who pays return shipping
You pay when the return is a change of mind, a duplicate order or an incorrect selection.
We pay when the item arrived damaged, is defective, was mis-picked or was mis-described. In those cases we send a prepaid label. Do not post anything at your own expense before contacting us.
Outbound shipping is never deducted from a refund, because there was none to begin with. No restocking fee is charged on any return.
How to start a return
| Step | What you do | What we do |
|---|---|---|
| 1 | Email info@alaskapetfood.com.au with your order number, the item, and a photo if it arrived damaged. | We reply within one business day with an RMA number. |
| 2 | Pack the item in its original packaging and write the RMA number on the outside. | We send the return address, and a prepaid label where the fault is ours. |
| 3 | Post the parcel back to the address we provide. | We inspect it on arrival. |
| 4 | Watch for your refund confirmation email. | We refund to the original payment method within 7 days of receiving your return. |
Please contact us before posting anything back. Parcels that arrive without an RMA number cannot be matched to an order and may delay your refund.
Refunds
Refunds are issued to the original payment method used at checkout, within 7 days of your return reaching us. Your bank or card issuer may take a few additional days to post the funds to your statement.
Damaged or incorrect deliveries
Inspect your order when it arrives. If anything is crushed, split, leaking or simply not what you ordered, email a photo of the item and the outer carton to info@alaskapetfood.com.au. We will replace or refund in full and cover return shipping. You do not need to send back a damaged consumable.
Cancellations
An order can be cancelled for a full refund at any time before it is dispatched. Call 0468 250 962 and we will stop it in the warehouse if we can. Once it has shipped, it falls under the return terms above.
Recalls
If a manufacturer recalls a product you bought from us, we will contact you directly using your order email. A recalled item can be returned for a full refund at any time, regardless of the 30-day window.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies rights and remedies under applicable Australian Consumer Law.