Frequently Asked Questions

Delivery and Payment FAQ’s

Q: Can I cancel my order?

Q: Can I get deliveries if I live in a secured apartment?

Q: Can my order be delivered to my work address in the city business district?

Q: Do I have to pay by credit card?

Q: Do you ship to South Australia and Tasmania?

Q: How are payments processed?

Q: How long will delivery take?

Q: How much will delivery cost?

Q: How will goods be delivered?

Q: How will I know when my order will be delivered?

Q: If I don't receive my goods in the given time after being notified by Pet Deli what should I do?

Q: Can I return accessories collars & leads etc if they don't fit?

Q: Can I return food products if my dog/cat does not eat it?

Q: How do I ensure I am ordering the right size collar for my pet?

Q: How to shop for Leads and Collars?

 

Dog Food FAQ’s

Q: Am I feeding my puppy right?

Q: Comparing foods on price, what to look out for!

Q: How do I choose the right pet food?

Q: How do I tell if my pet has a healthy diet?

Q: How to shop for food on petdeli.com.au?

 

Delivery and Payment FAQ’s

 

Q: Can I cancel my order?

 

Yes as long as it has not been processed and been dispatched however there is a $5 fee as we are charged by the bank for your transaction when you purchased with your credit card and when we credit the money back we are charged again.

 

 

Q: Can I get deliveries if I live in a secured apartment?

 

Secured apartment deliveries are dispatched with Aust Post courier service. They are usually delivered within 24 hours in Sydney Metro after they are dispatched however they can be delayed. Please note the courier will ring the apartment buzzer/bell only once if someone does not answer they will leave a card and your order will be taken to your nearest post office where you will be able to pick it up from.

**Frozen food at this stage is unfortunately not able to be delivered to secured apartments**. 

 

 

Q: Can my order be delivered to my work address in the city business district?

 

Yes except for the frozen Barf products. Our city orders are done by Aust post couriers but unfortunately they don't take frozen items at this stage.

 

 

Q: Do I have to pay by credit card?

 

NO

 

You can pre pay by cheque allowing 3 days to clear once the office has received it or you can pay by direct deposit .If you wish to pay this way all you need to do is to shop as per normal and go all the way to check out. Once there simply exit the Pet Deli.com.au web site. Your order details will automatically be saved in your account history.

 

But you must remember to email us straight away to let us know you have created an order in your account.

 

Simply click the contact us to notify us that you have created your order in the website. You will then be contacted by our office staff for payment details and given a delivery estimate at that time.

 

 

Q: Do you ship to South Australia and Tasmania?

 

Yes we ship Australia wide even to the most remotest parts we can get an order to you.

 

 

Q: How are payments processed?

 

Payments are processed via EWAY payment gateway and Commlink (Commonwealth Bank of Australia.)

 

We also employ Secure Server Software (SSL) to maintain the privacy of your personal data. SSL encrypts all of your personal information including name, address and credit card number, so that it cannot be read as it travels over the Internet. No personal credit card information is stored on the Pet Deli website. It goes directly into the EWAY Secure Banking facility.

 

 

Q: How long will delivery take?

 

Delivery of goods will generally take 1- 3 business days for Sydney, Qld , Vic metro areas. All orders are dispatched within 48 hours with aust post eparcel service except for frozen food or a mix of dry and frozen food which is delivered Thursdays  by our own driver. For eparcel orders you will receive a tracking number and orders will be left at your door if you are not home. For a workplace address for delivery the parcel will be marked to be signed for and delivered during business hours. For frozen food orders you will be emailed by the Pet Deli office team advising of the eta of your order as best as possible.

 

For areas outside of Sydney metro, please allow 3 - 7 working days. You should receive an e parcel tracking number during the 48 hours after your order has been placed.

 

 

Q: How much will delivery cost?

 

Sydney Metro

Free Delivery to orders above $100.00 in Sydney metro area.

 

For orders under 22kg in weight & less than $100.00 in value, the delivery cost is @ $8.20 (Sydney Metro).

 

All Other Areas (Country NSW, Interstate )

Please use the postage calculator at the checkout for charges but most areas are a flat rate of $8.20. Interstate various from $8.20 -$15.00 

 then charged at aust post normal rates if located out of the flat rate areas.

We do not ship internationally. 

 

Q: How will goods be delivered?

 

By either eparcel or Pet Deli driver depending where you are located.  

 

Q: How will I know when my order will be delivered?

 

You will be able to track your order with eparcel tracking service or the pet deli office will have given you an approximate eta via email for frozen orders..

 

 

Q: If I don't receive my goods in the given time after being notified by Pet Deli what should I do?

 If you have no luck tracking it or it doesn't arrive on the day your eta stated contact the Pet Deli office immediately on 1300138843.

 

 

Q: Can I return accessories collars & leads etc if they don't fit?

 

We have a 7 day policy on these items they must be returned to our office in a resellable condition i.e. that is the package must be intact as well as the item .We ask that you select your items very carefully for the correct sizes.

 

 

Q: Can I return food products if my dog/cat does not eat it?

 

Unfortunately we have a "no returns policy" on food products due to the risk of tampering. We recommend that customers buy a small size bag/amount to start with. We further recommend that when introducing your pet to a new diet, introduce the new food gradually, combining small amounts of the new with the old and increasing the amount of new food over a week or two. If the food company is offering 100% money back guarantee please remember there will be costs incurred by you returning the food to the distributor. They will not pick the food back up from you and will want you to send it directly back to them which could mean sending food interstate. They will credit us only for the food not the transport costs then we will credit you for the food only. As it is an extremely lengthy and involved process please always buy a small bag when wanting to try a food for the first time.

 

 

Q: How do I ensure I am ordering the right size collar for my pet?

 

All collars on the site have the measurements displayed. Simply measure your pets neck with a tape measure and order the closest sized collar. Please remember to allow for the thickness of the dogs coat if need be.

 

 

Q: How to shop for Leads and Collars?

 

All collars have a matching lead, and all collars and lead pages run in the same order. Therefore if you select the third type of collar on a collar page, the matching lead will be the third type of lead on the associated lead page.

 

 

Dog Food FAQ’s

 

Q: Am I feeding my puppy right?

The energy requirements of a puppy can be nearly twice that of an adult dog, and a puppy may not have the stomach capacity to eat enough food to meet his needs unless the food is specifically formulated to do so. Follow these guidelines when choosing a food:

 

Provide a highly digestible, nutrient- dense, 100% complete and balanced premium formula for growth. High-quality formulas contain such vitamins, minerals, protein, fat and carbohydrates your dog needs for sound and healthy development. With a premium formula, you may see these results:

 

Exceptional muscle tone

Shiny, luxurious coat

Healthy skin, bones and teeth

Clear, bright eyes

Small, firm stools

Playfulness

A happy, healthy attitude 

 

Feed a formula based on breed size. Puppies experience their most rapid period of growth during the first six months of life, and because growth rates differ among breed sizes, you need to feed a formula designed to address the needs of your puppy's breed or size.

 

Feed based on the recommended amounts for weight and age and feed this formula until your puppy is an adult.

 

Large-breed puppy nutrition

Although large-breed dogs have bigger bones than medium or small breeds, large-breed puppies do not need more calcium. University studies and researchers at The Iams Company have shown that:

 

Rapidly growing, large-breed pups are more inclined to exhibit developmental bone problems.

 

Controlling the rate of growth is more beneficial than promoting rapid growth.

 

Moderating calcium, phosphorus and calorie levels in their diet promotes normal skeletal development. 

Overfeeding and weight gain can actually contribute to developmental bone problems. This makes managing food intake very important. Research has shown that puppies are at increased risk for developmental bone problems if they are overfed.

 

Controlling the rate of growth to promote normal development is another reason to feed a large-breed diet. A formula with reduced fat and calories promotes optimum growth.

 

Medium-breed puppy nutrition

Medium-breed puppies have energy needs between those of large- and small-breed dogs. Medium breeds' nutritional demands can be satisfied by feeding a 100% complete and balanced formula that features moderate amounts of all the essential vitamins and nutrients.

 

Small-breed puppy nutrition

Small-breed puppies have unique needs due to their small mouths, small stomachs and their growth spurt to adult size in a short period of time. That's why it's important to pack a lot of nutrition and energy into a small amount of food. A poor-quality diet will fill a puppy's stomach before enough food can be eaten to satisfy his nutritional needs. The result can be improper muscle and skeletal development and growth impairment. Our puppy foods are formulated to be energy- and nutrient-dense to meet the needs of growing puppies.

 

 

Q: Comparing foods on price, what to look out for!

 

When choosing food, the price on the bag, while important, is usually not the best consideration. Low price may indicate inexpensive ingredients, or ingredients that change as market prices fluctuate.

 

In addition, many lower-priced products have higher daily portions to provide the same amount of nutrition found in a high-quality diet. To get a better representation of cost, it is the cost per feeding, not the total cost, that counts.

 

To figure cost per feeding, divide the total cost by the number of days the product lasts. For example, a 20-kg bag of food costs $18.99 and lasts 30 days. The cost to feed is $0.63 per day. A 10-kg bag of food that costs $15.99 and lasts 20 days, costs $0.80 per day.

 

Therefore, when costs are analysed properly, high-quality pet foods compare quite favourably to other brands while offering outstanding nutrition.

 

 

Q: How do I choose the right pet food?

Good nutrition is as important to your pet’s health as it is to your own. But a pet’s nutritional needs are quite different from yours!

 

While a human diet should be high-fibre and low-fat, your dog and cat needs more fat and less fibre for energy and a healthy skin and coat, and good intestinal health. Even if you prefer a vegetarian diet, dogs and cats will not thrive on meatless meals. Dogs are best fed as carnivores because they have simple stomachs and short intestines that are ideal for digesting animal protein and animal fat.

 

Cats are obligate carnivores, meaning they must eat animal protein to get all the essential nutrients, such as taurine, necessary for good health. Dogs and cats also need carbohydrates for energy and fibre for good digestion.

 

Life Stage & Lifestyle

 

With more than 3,000 different pet foods available, how do you pick the one that’s right for your pet?

 

Start by identifying the pet’s life stage and lifestyle.

 

Kittens and puppies, nursing mothers, and senior pets are examples of life stages. And each life stage has different nutritional requirements. All pet foods must state which life stage they are recommended for.

 

Nutritional needs also vary depending on lifestyle. A pet whose primary activity is guarding the couch doesn’t need as much energy as one who guards a herd of sheep. If you own a dog, another factor to consider is adult size: small, medium, large, or giant.

 

Finally, it is important to take into account any special medical condition your pet may have, like food allergies, that requires a special diet recommended by your veterinarian.

 

Dry or Canned

 

Once you’ve determined your pet’s life stage and lifestyle needs, you need to decide whether to feed dry or canned food.

 

Most dogs and cats thrive eating only dry food. Dry foods promote oral hygiene for healthy teeth and gums through abrasive action. Other pets, especially finicky eaters, enjoy canned food with its smooth and wet texture.

 

It’s important to remember that while dry food can be left in a bowl all day, canned food should be thrown away after 30 minutes if not consumed. Therefore, dry food is the best choice for busy people who are not normally home during the day.

 

Once you know your pet’s nutritional needs — life stage and lifestyle — and your pet’s preference — dry versus canned, you are ready to go shopping.

 

 

Q: How do I tell if my pet has a healthy diet?

 

Strong, white teeth & pink, healthy gums

Supple skin & glossy coat

Firm muscles in legs

Energetic, enthusiastic personality

Small, firm stools with little odour

 

 

Q: How to shop for food on petdeli.com.au?

 

All the feed pages follow the same format, and each brand range runs down the page in the following sequences;

  • Eukanuba dry food
  • Iams dry food
  • Hill Science Diet dry food
  • Eukanuba can food
  • Iams can food
  • Hill Science Diet can food

Each brand / product available (and bag size) for that brand / product is listed before moving onto the next product.

  

Dog Food Cost per Day Comparison

 

Vet Recommended Dog Food Versus Supermarket Dog Food

When comparing Vet recommended (Premium) dog food against those dog food brands sold at the supermarket it is important to compare them on Cost Per Day and not on a bag cost basis.

 

Why?

Because Premium dog food contains a higher quantity of digestible food than supermarket dog food brands hence you feed your dogs considerably less per day. The added benefit of this is less in... less out, and it generally results in a more solid, near-odourless faeces.

Dog food diets with a high vegetable content tend to have lower digestibility factor for dogs because of their indigestible fibre content, whereas the digestibility of meat-based diets is usually very high. Premium brands have a higher percentage of meat as their base product.

Digestibility values provide an index that can be used to estimate how much of the food must be fed to a normal healthy dog in order to supply the correct amount of nutrients and energy. Where the digestibility value is low, a larger quantity of the food must be eaten to meet the requirements of the animal. Similarly, a diet of low digestibility will result in the production of a greater volume of faeces.

Feed amounts for Premium Brands are less due to higher digestibility of foods. This means the dog does not require as much to get the needed nutrient intake.

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Freeze dried, all natural NZ ingredients

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