At OzPetPantry, we’re committed to delivering the best pet food and customer experience in Australia. If something’s not right with your order, we’re here to help.
Damaged or Incorrect Items
If your order arrives damaged, incorrect, or missing items, please notify us within 48 hours of delivery.
We will:
Offer a full refund
Or reship the correct item(s) at no extra cost
Please include clear photos of:
The damaged packaging or item
The shipping label on the parcel
📧 Email: contact@ozpetpantry.com
Returns for Change of Mind
Due to the perishable nature of pet food and hygiene reasons, we cannot accept returns for change of mind or if the product has been opened.
We encourage customers to check product descriptions, ingredients, feeding guides, and sizes carefully before purchase.
Return Eligibility
You may return a product only if:
It is unopened, unused, and in original condition
Returned within 30 days of delivery
Accompanied by proof of purchase (e.g. order confirmation or invoice)
Once approved, returns should be posted to:
Customers are responsible for return postage costs (unless the item is faulty or incorrect).
Refunds
Once we receive and inspect your returned item:
A refund will be processed to your original payment method within 7 business days
We’ll notify you via email when your refund is approved
Refunds will not be issued for:
Opened pet food or treats
Products returned damaged or without original packaging
Non-Returnable Items
For safety and health reasons, we do not accept returns on:
Opened food/treats
Clearance or final sale items
Perishable goods past their expiry
Lost or Delayed Parcels
If your parcel is lost or delayed beyond the estimated timeframe:
We’ll investigate with the carrier
If confirmed lost, a replacement or full refund will be issued
Need Help?
Our friendly customer support team is here to assist you with any issue.
📧 contact@ozpetpantry.com
🕐 Monday to Friday | 9AM–5PM AEST
OzPetPantry.com – Trusted Pet Nutrition, Backed by Honest Service
Thank you for shopping with us!