TERMS OF SERVICE (TERMS & CONDITIONS) IMPORTANT – Permission to leave parcel/s – By placing an order with us you agree to have the item/s left at the front door (side door, balcony or any other location near your delivery address.) To sign for, and receive the item/s if no one is present on location or for any other reason. Lastly, you also accept the risk this may involve. International Orders Disclaimer (for orders outside of Australia): Please check in with your country’s customs office regarding the import laws of the products you wish to order. As a buyer, you are responsible for any import limitations, prohibited items, taxes, tariffs, fees and other aspects related to importing goods. We kindly request that you contact your customs office and thoroughly inquire about import regulations before placing your order. We will not be liable for packages rejected or held for delivery. Orders placed will NOT include Government taxes. So keep in mind you may need to pay the government taxes when your package arrives in your country. General Terms & Conditions: Please remember that information can be mistakenly displayed on this website or any other website for that matter. Therefore, it is essential to follow the information provided on the packaging of the item as an accurate source regardless of what is shown on this website. If your item is missing package information please look into other trustworthy experts’ advice before using any product. We do not make up for items/products that are purchased from our store but are damaged in the process of delivery to its location.This includes scratches and rubs. We do not guarantee that the products you receive will be entirely the same as it is displayed on the website. Slight differences between the product and the photo on the website that don’t affect the performance of the product are no grounds for a refund. Manufacturers often make small changes to products without our knowledge, so it’s difficult for us to avoid this. In the case that the customer is not happy with the product we will try to accommodate a refund, but the customer must pay for any shipping costs obtained or required. We do not promote products as in-stock but only for sale. On rare occasions, we may not have a stock of the items ordered on the website and will have to order them in. Always follow the instructions given on an item in its packaging before use. Use these directions as a dependable guide above anything else. Please do not acknowledge any information on this website as an expert’s advice. Always seek advice from a person of authority before using any of our products or caring for any pets and plants. We have every right to charge what we rate the correct price for an item. If it so occurs that our web store displays an incorrect price on the item or shipping rates and a purchase is made at that particular price the buyer is entitled to a refund. However, If the customer decides that they still want to purchase that particular item they will need to pay the full correct price (as set by us) before the item is dispatched. If the buyer declines to make the extra payment requested the order will be fully refunded and cancelled. If an incorrect price is displayed on our website either due to a computer glitch or human error the customer is NOT entitled to that incorrect price. Please take all safety measures whenever handling any organic matter like compost, manure, potting mix, mulch etc. Always use gloves. REGARDING PET ENCLOSURES: In extreme weather conditions please consider implementing safety measures like – moving pets to cooler areas, providing some kind of heat relief to your pet, hydrating your pets etc. Always seek professional advice before caring for pets. DELIVERY CONDITIONS Major Points Permission to leave parcel/s – By placing an order with us you agree to have the item/s left at the front door (side door, balcony or any other location near your delivery address.) To sign for, and receive the item/s if no one is present on location or for any other reason. Lastly, you also accept the risk this may involve. Remote Area Surcharge – We reserve the right to charge an extra fee for deliveries to remote areas in addition to the freight charges paid. If your delivery location is classified by our carriers as remote. (see below for more details) DELIVERIES THAT CANNOT BE DELIVERED TO A HOME ADDRESS- In some instances if a package cannot be delivered to a home address it will need to be picked up from a nearby Post office or a depot by the customer. PO BOXES -Please do NOT place an order using a PO Box address for our dispatchers. Email and check in with us before placing the order if it is possible.Australia’s Post can sometimes deliver to PO boxes but only if the item is under 19 kg. Courier F – Please do NOT select this shipping method at checkout if any of your items are over 25 cubic kg or over 25 kg in dead weight. Changing Shipping Method – We have the authority to send your order with a different shipping method than the one you selected during checkout, without notice. (see below for more details) What if I’m not home at the time of Delivery? This will differ depending on the method of delivery. In most couriers we will have to leave the parcel at your door if you’re not home. If the delivery person can’t find a safe place around your house to leave the package (e.g. a security unit) they will possibly have to return the package to the seller. The buyer will then have to pay for shipping charges for a second time and have the package redelivered. Some delivery services will leave a calling card requesting you to pick your order up from the post office or courier depot. Usually, the delivery person will be given the authority to leave your parcel but if it’s not safe to do so in the premises or due to some other reason they may decide to leave a calling card instead. When this happens you will need to go to the appropriate post office or depot to pick your package up. We are not liable if the delivery person fails to follow the instructions we give regarding the packages. Need Help Selecting a Shipping Method at the Checkout – Click this link – Guide to Selecting the Right Courier Delivery Conditions: All points Permission to leave – Permission to leave parcel/s – By placing an order with us you agree to have the item/s left at the front door (side door, balcony or any other location near your delivery address.) To sign for, and receive the item/s if no one is present on location or for any other reason. Lastly, you also accept the risk this may involve If you wish we can leave delivery instructions with the delivery person to have your order left in a specific area at your home – side of the house, backyard etc.This can be done in 2 ways When entering your shipping address on our website, fill out the “Delivery Instructions” section.If you do it in that way delivery instructions will appear automatically each time you order, just as your address does. Enter your details in the” Review and Place Order ” section when checking out. These delivery instructions will apply to the specific orders only. Please mention specific delivery instructions at the default drop off location if not your home such as we “will be at the front door” for better delivery experience. Deliveries can arrive at any time during the day from 6 am to 10 pm so please choose a delivery location where your order can be left safely between this time window. If the delivery address for your order is to a business location please mention its name in the company box of the delivery details section when putting in your information. By doing this the delivery person will know to only deliver during the business hours (9 to 5pm.) Disclaimer: We can’t guarantee a parcel/s will be left at the exact location of your address where you have requested it be left. We depended on couriers to do this at their discretion and this is not a service our courier’s guarantee. Remote Area Surcharge – We reserve the right to charge an extra fee for deliveries to remote areas in addition to the freight charges paid. If your delivery location is classified by our carriers as remote. (see below for more details) PO BOXES -Please do NOT place an order using a PO Box address for our dispatchers. Email and check in with us before placing the order if it is possible.Australia’s Post can sometimes deliver to PO boxes but only if the item is under 19 kg. Courier F – Please do NOT select this shipping method at checkout if any of your items are over 25 cubic kg or over 25 kg in dead weight. This shipping method uses Fastway couriers who have a 25 kg limit per item. IMPORTANT – Please use this option only if each of your items is under 25 cubic kg and also under 25 kg in dead weight. If any item is over this 25 kg limit we will have to use another delivery service which may require an extra delivery payment in addition to what has already been paid. If you’re not sure about the weight of a certain item and if it is under 25 kg please refer to the Deliver Conditions tab on our product page of the specific item you are concerned about. If you can’t find any information please email us to find out. Changing Shipping Method – We have the authority to send your order with a different shipping method than the one you selected during checkout, without notice. (see below for more details) Please give yourself plenty of time for an order to arrive.We DO NOT guarantee (even though we give an expected day and time of arrival for your order(via email or phone) that it will arrive on that specific time. We certainly do our best but of course we are dependent on very busy delivery companies who can be late due to a lot of reasons. Make sure to inspect a package before signing for it, this guarantees that you have received the item in good condition. Some delivery services such as fastway couriers offer partial insurance on their deliveries if it is reported to their driver immediately at the time of delivery. We may be able to make a claim on your behalf, but you must report it to the delivering driver and contact us immediately. We do NOT cover, insure or accept any responsibility for items that are damaged or lost in transit by a delivery service. Warranty & Returns- Please read our Terms and Conditions before any purchase Selecting a Shipping Method at the Checkout You may be given multiple options for shipping methods to choose from when placing your order. Available Shipping methods are Courier F , Courier A, Courier B, Sydney Direct, Courier AON, Courier T, In-store Pick up, etc We recommend that you select the most reasonable shipping option available to you, choosing an expensive option won’t necessarily mean a quicker delivery.We try our best to use the shipping method you select at the time of purchase but this isn’t always possible. Please email us before ordering If you want to be certain that we use your preferred shipping method. In some cases, it can require an extra charges. WARRANTY & RETURNS By using our website you agree to the Terms and Conditions of this website which include returns and warranty terms as described below. Please review the Terms and Conditions page of this website. We at Pet Planet are committed to providing you with excellent service. Our customer friendly terms and conditions will help you order securely and guarantee satisfaction with every purchase. Warranty & Terms Conditions For damaged items, we will replace / mend the item where it is suitable, or we will refund the purchased amount or part of it. We DO NOT take any responsibility in damages and losses that occur during shipping. It is the buyer’s responsibility to ship back the damaged items to us, at their cost. If an item needs to be returned, please do not rip the packaging and always send the item back in its original packaging, otherwise a fee may be charged. Postage and handling fees are non refundable. Exchanges are accepted within 4 days of arrival, given the buyer pays for postage fees.The item purchased must be in its original state i.e. unopened/unused/unmarked. This is very important or else the exchange will be denied. If it is agreed that a broken/ damaged product will be replaced. The product will be sent out via a delivery service. In such circumstances the customers must pay the shipping costs involved when doing so. All Live insects / live feed is shipped at buyer’s risk. We send them out carefully but take no responsibility for any insects that die during shipping. # For defective items please email or call us as soon as you can and within the 7 day mark. For emails if you don’t get a response within 24 hours please call us and leave a message. # Never send an item back before contacting us because we may be able to come up with an easier solution that will save you the hassle and cost of shipping it back to us. # As for all the purchased items, open it carefully and do not destroy the packaging in case it’s needed for a return. # Follow any and all instructions we provide to complete the warranty claim. # We do not guarantee that the products you receive will be exactly as the photos of this website. Tiny differences between the product photos on the website that don’t affect the operational value of the product is not a basis for a refund. Manufacturers often make small changes to their products without letting us know, so it’s challenging for us to keep this from happening. In case of the customer not being happy with the product we can try to accommodate a refund. However, the customer must pay for any shipping costs that occur or are required. Exchange Procedure: # To claim an exchange please email or call us as soon as you can and within the 5 day mark. For emails if you don’t get a response within 24 hours please call us and leave a message. # The item that is to be exchanged must be as new ,ie (unopened/unused/unmarked). # For all purchased items, open carefully and do not rip the packaging off in case it needs to be returned. # Never send us an item back before contacting first and we agree to a solution. # Follow all the instructions we give to complete the exchange claim on a product. Returns: We do not allow returns or refunds for changing your mind about a product so please choose wisely.