FAQ

OUR SATISFACTION GUARANTEE

We want our customers to be 100% happy! If, for whatever reason you are not completely satisfied, please contact us and we will be happy to fix it for you ASAP.

1. Where do you service?

We service the majority of Melbourne and the greater Geelong area as displayed in the maps below. If you are out of this zone please just email or call us to discuss your local delivery options. For interstate customers or customers outside of our local delivery range we offer a postal service through Sendle which is calculated at the check out. Please note if you are within our local delivery range but opt for Sendle it will be sent through Sendle and not delivered by us.

 

2. Do you have a shopfront that is open to the public?

Yes we sure do. Our main store is located in East Keilor. We also have a second store that is in Bannockburn that is open for pick ups by appointment.

 

3. Where are the stores located?

The East Keilor store's address is Unit 2C Thor Court, East Keilor, 3033. Instructions on how to get here: Drive down to the end of Thor Court to find gate 5, you will see a sign with our logo pointing you in the right direction. Then follow the road around the corner and you will see our parking bollards.

The Bannockburn address is 4 Davies St, Bannockburn.

 

4. What are your opening hours?

Our East Keilor store is open Mon-Fri 8am-5pm

 The Bannockburn store is by appointment only. Please give us a call/email if you would like to pick up from Bannockburn.

 

5. Do you post interstate?

Yes! We use Sendle which prides itself on cheaper postage as well as a very quick delivery.

Some products we are unable to post due to the size such as dog kennels but we are exploring the options for items like this.

Please contact us if you have any issues or questions.

 

6. When will my order be delivered?

Orders are usually delivered within 1-3 days but please allow up to 5 days. Occasionally if it is a product we do not keep in stock we will need to order it in. This usually is very fast and can still be delivered within 1-3 days but please allow 1-5 days (usually if you order at the start of the week, it will arrive by the end of
the week). If there are any delays we will contact you.

 

7. What I use isn't on the website, can you order it in?

In most cases yes we can, please just get in touch with us and we'll let you know what we can do!

 

8. Do you have everything on the website always in stock?

We do like to keep most things in stock especially items that are popular but for the items that are not so popular we have to get these ordered in. In most cases they arrive and are delivered that same week but some times due to product shortages out of our control it may take a bit longer. Please get in touch with us if you need something asap as we can confirm it's in stock or let you know how long of a wait it will be.

  

9. I might not be home for delivery, is this ok?

This is not a problem you can leave a delivery note when you order to let us know where to put your order otherwise our delivery drivers are very experienced and will pop your order in a safe/dry place as long as it's available to them.

 

10. I live in an apartment how will my delivery work?

Yes we can! Please state when ordering in the 'delivery notes' section a day
and time that works with you as you will need to be present to accept the
order. Please give us as wide of a window as you can or multiple days to choose
from so that we have a better chance of fitting you into a run. Only thing is
no we cannot bring your order up to your room as we are not allowed to enter
building complexes, nor can we leave your order in the lobby unattended.

If we attempt delivery during your recommended times and are unsuccessful,
we will ask that you pick your order up from our Keilor store or we will
process a refund.

 

11. What is the difference between sendle and local delivery?

We offer a to-your-door delivery service with our own fleet of drivers. This
is the local delivery option and is your fastest option to get your order as
the above delivery times apply.

Sendle is our postage service which will be posted to you through the
courier sendle and estimated wait times are calculated at check out.

 

12. I received my order but have an item that is listed as 'to
follow'. What does this mean?

Sometimes products take a little longer than we hoped to come in so we have
delivered to you what we had and left an invoice outlining what is 'to follow'.
You can expect these items within a couple of days.

 

13. I’ve entered the wrong address on my order, what can I do?

Please give us a call as soon as you realise, and we can change this on your
order before it goes out. If we do not find out before we attempt delivery an
additional delivery fee will be charged to redeliver.

 

14. The item I’ve received is wrong or faulty?

Please get in touch with us or email through some photos of what is wrong
and we can fix it straight away. We can either swap the product for a new one
or process a refund and pick the item up. We ask that these claims are made
within a week of the delivery being dropped off.

 

15. Can you deliver to a PO box?

Sadly not. Our drivers are privately run and do not work with Auspost neither does Sendle our postal courier. Please enter a valid street address for delivery.