Delivery Policy

Delivery Policy

1.World for Pets uses Australia Post and specialised Couriers and ships Australia wide 
The delivery system is automated and highly reliable.  We generally ship within 7 days for any order received prior to 11am EST on a working day.  However during peak times Easter and Christmas shipping can take up to 8-14  (Australia Shipping) working days from finalising your order.  Rest assured we take every step we can to get your orders sent out quickly and at the lowest possible cost.  As Australia's largest Pet Superstore we are very experienced at shipping.

Shipping and handling charges are based on weight/volume and are calculated by the database immediately - just view your cart.

2. Understanding World For Pets Returns Policy
At World For Pets we are committed to providing our customers with the best products and service. This policy details how to return a product to World For Pets.

Please note that all products are sold with a manufacturer?s warranty unless otherwise noted.
If you have any questions, please speak to a Customer Service representative by phoning 1300 787 743 or emailing ajones@rspcaqld.org.au.

3. Damaged or Incorrectly Shipped Products
If your product is damaged in transit or incorrectly shipped, contact your Account Manager or our Customer Service staff. To expedite your return, we recommend that these products be returned to us within 14 days of purchase. You will be issued with a Return Authorisation Number, in accordance with our Returns Policy. We will not accept any goods for return which do not have a Return Authorisation Number. Each Return Authorisation Number is only valid for one product and must match the product authorised for return. The Return Authorisation Number is valid for 7 days, so we must receive the returned product into our warehouse within this period.

You will need the following information, most of which will be on your packing slip or invoice before we can issue a Return Authorisation Number:

  • Name and contact details of original purchaser
  • Invoice number or order number
  • Product code, to be returned
  • Item serial number(s) Where available
  • Date on packing slip or invoice
  • Whether the product box has been opened
  • Reason for return

You will need to package and address the product for return. You can return the product to:

RSPCA Retail Operations
Locked Bag 3000
 Archerfield BH Qld 4108.

We will test all products returned this way within 7 working days of receipt into our warehouse. Some products may need to be returned to the manufacturer for testing.

If you return a product because it was faulty but we find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. You will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.

If we (or the manufacturer) determine that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs.

If you receive a product that is damaged in transit from us to you, you should:

  • refuse to accept delivery of the product,
  • direct the courier to "Return goods to sender" and
  • notify our Customer Service staff immediately.

If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify our Customer Service staff immediately.

If your product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.

If we (or the manufacturer) decide that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs.

If the product was incorrectly shipped, we will issue a credit for the original purchase price of the product and associated freight costs.

4. All other Products

For all other returned products you will also need a Return Authorisation Number. Contact us to receive your Return Authorisation Number.

You must make sure that the returned product is suitably packaged in order to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us. Do not write on or attach labels to the product being returned, otherwise the return may not be accepted.

Write the Return Authorisation Number on the outside of the shipping carton so it is clearly visible, and address it to the following address:

RSPCA Retail Operations
Locked Bag 3000
 Archerfield BH Qld 4108.

A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may only be able to offer a replacement product, and not a refund.

You are responsible for all costs associated with return of the product to us and we will not pay or reimburse any associated costs. We recommend that products returned by post be sent by registered or certified mail. We accept no responsibility for loss or damage occurring in transit. If a product is not returnable under this policy and/or is not returned to us in the original unopened packaging, it may be returned to you at your cost.

5. Unopened Product
Except for product sold on a "No Return Basis" we offer a 14-day return policy for product in its original, unopened and undamaged packaging.

You must contact our Customer Service staff within 14 days of shipping of the product to return a product in this way.

You will be issued with a Return Authorisation Number. You will need to package and address the product for return. We will not pay nor reimburse any costs associated with a customer-initiated return of unopened product.

For products in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of the product less any associated freight costs.

6. Faulty Product
If you receive a faulty product or the product develops a fault, you may be able to return it as faulty or damaged in transit if it is within 14 days of purchase. If not, it may be covered by the manufacturer's warranty. All faulty product returns with an invoice date of more than 14 days since purchase will be treated as a manufacturer?s warranty claim.

7. Manufacturer's Returns Policy & Warranty
Please note that all products, with the exception of clearance products are sold with a manufacturer's warranty, unless otherwise noted.

If a product purchased from World For Pets develops a fault after 14 days from original purchase and is within the manufacturer?s warranty period, we recommend that that in the first instance, you contact our Customer Service.

Please note that repair timeframes are subject to each manufacturer?s warranty repair service and may vary.

Return of faulty products

  • Upon receipt of a faulty product, we will return the product to the manufacturer or its authorised service centre or agent for assessment.
  • If the fault could not have been detected at purchase, and is not due to wear and tear or misuse, we will offer you a repair, replacement or refund, as appropriate.
  • Once the product is returned to us, we will arrange return delivery of the product to you. For products where the fault does not fit the above criteria and is not covered by the manufacturer?s warranty we will require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to you.

Return of non-faulty products

  • For non-faulty products which are validly returned under a manufacturer's return policy, a credit will be issued for the original purchase price of product returned less any freight costs associated with the initial delivery to you and the return delivery.
  • If the product has not been validly returned under a manufacturer's return policy, it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

8. Opened Product
We will not accept any opened product for return unless the product is returnable under this policy.

Examples of opened products which we accept for return are:

  • damaged in transit or incorrectly shipped product
  • product which develops a fault due to a cause occurring prior to purchase
  • product of unmerchantable quality
  • product that fails to perform to the manufacturer?s specifications
  • product that fails to perform as advertised

9. No Return Basis Product
The term "no return basis" means that, unless the product is damaged in transit, incorrectly shipped or otherwise returnable under:

statutory warranty (e.g. if the product is faulty, does not match a description or sample, is unfit for purpose or unmerchantable), the product will not be accepted for return.

Examples of products sold on a no return basis include:

Clearance products

  • Products with a "Price Markdown" label
  • Products with a "No Return basis" label
  • Products specially ordered for a customer
  • Product listed on the packing slip or invoice as "No Return"

Examples of no return basis products which we would accept for a return are:

  • damaged in transit product.
  • Product of unmerchantable quality.
  • Product that fails to perform to the manufacturer?s specifications.
  •  Product that fails to perform as advertised.

10. Processing Credits / Refunds
We will normally issue a credit note within 7 working days of us receiving the goods returned in accordance with this policy, with the exception of goods that are not obviously faulty and may require testing. The credit note which is issued can then be used as a payment against future purchases or converted to a refund.

Where a product is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases, the testing process may result in delays of up to 28 days before we can determine whether a credit note will be issued.

We will only issue refunds on request. For your security, all refunds will be made either by cheque, or by applying a credit against the credit card used for the original purchase. The actual method of refund will depend upon the payment method used for the original purchase.

In some circumstances, a replacement product or repair will be offered instead of a full refund. We will consult with you and act in accordance with relevant warranties, other contracts and statutes. If we choose to have a product replaced or repaired, we will do this at our cost and return the product (or its replacement) to you promptly.

11. Returning a product to our stores

As an alternative, you can personally visit one of our World For Pets Store, situated at the corner of Logan Road and Lexington Street Springwood Qld 4127 with the product you wish to return and a copy of the packing slip, invoice or other proof of purchase.

If the product is eligible for return, you can then complete a "Request for Return? form at the time of returning the product and have a Return Authorisation Number issued. With the exception of unopened products we cannot process the return immediately but our sales staff will be able to tell you how long your return will take.

Last updated Wednesday, 4th January 2012

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