FAQs

We have put all of the standard FAQs here plus some extras. If you still have a question, please give us a call or email and we'll do our best to help you out.

  • What Payment methods do we take?

Midland Pet Supplies accepts PayPal, VISA and MasterCard. If you would like to bank transfer or pay with a credit card over the phone, please call us to arrange this.

  • Free In Store Pick Up

We offer Free In Store Pick Up for anyone who wishes to purchase online and pick up in store. Your order will be picked as soon as it is cleared. Orders will be held for 7 days. If you fail to collect within 7 days, without contacting us, your order will be cancelled and a refund given to your nominated payment method.  

  • Delivery

Yes, we offer local delivery! Please call us on 54721604 to discuss delivery to your home or office. Some delivery fees may apply. In this time of uncertainty, we are happy to offer contactless delivery for your peace of mind.

  • Can I cancel or change my order?

Please call us ASAP and we will be happy to help if possible however, we can't always help. Because we pick and pack the orders as the arrive in our system, once the order has been picked and packed by our team, we are unable to cancel the order. We may be able to change sizes or colours if notified before we have shipped the package.

  • Returns Policy

We want you to be completely satisfied with every item that you purchase from us. We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle-free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law (ACL).

When to return a product?

You are entitled to a refund, replacement or credit from Midland Pet Supplies when an item purchased fails to meet one of the consumer guarantees as per the Australian Consumer Law (ACL), i.e. the product:

  • Is faulty or of unacceptable quality
  • Does not match the description or sample
  • Is unfit for the intended purpose (i.e. does not do what it is meant to do)
  • Is not delivered in a reasonable time frame
  • And proof or purchase must be provided (proof of purchase details are outlined above)

This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g. the palatability guarantee on super premium foods).

Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, or online purchase transaction history.

Midland Pet Supplies will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:

  • Be returned within 28 days of purchase
  • Be in a re-saleable condition (original condition)
  • be returned with a copy of the proof of purchase as outlines above

The unwanted product must be returned to us either via post at your cost or in person to our store. Midland Pet Supplies treats all ‘change of mind' transactions as a refund, minus any extra costs (eg shipping); you are then able to place another order in your own time for a replacement product from our online store. If you wish to exchange your change of mind item, it must be directly returned to our store. 

For more info, please see our Refund Policy.

  • Shipping

Currently, we only ship to Australian addresses. If you are overseas, please contact us to arrange shipping. 

We use Australia Post and ship to their specifications. Shipping costs will be determined by the weight, size and volume of your item. 

For more info, please see our Shipping Policy.