Terms and Conditions

About These Terms

These Terms apply to all visitors and customers of the Website.

We may update these Terms from time to time. The version published on the Website at the time you place your order is the version that applies to that order.

These Terms are governed by the laws of Victoria, Australia. Any dispute will be subject to the non-exclusive jurisdiction of the courts of Victoria.

Our Products

Fetch & Feast sells air-dried dog treats supplied by an independent Australian manufacturer. We do not manufacture, formulate or produce the treats ourselves. We purchase and select the treats, then repack and label them under the Fetch & Feast brand in Victoria, Australia.

We offer two product ranges:

Pure & Simple: single-ingredient treats with nothing added, grain free.

Tasty Twists: meat-based treats with added ingredients, which may include wheat bran, sugar, salt, milk or goat milk powder, peanut butter or peanut flavouring, and potassium sorbate (202). This range is not grain free and contains common allergens including wheat, milk and peanut.

Full ingredient lists are published on each product page and printed on every pouch label. Ingredients and formulations may change from time to time. It is your responsibility to check the current ingredient list before purchasing or feeding, particularly if your dog has known allergies, dietary sensitivities or other health conditions.

Our treats are for dogs only and are not a complete diet. Always supervise your dog while feeding, particularly with hooves, wing tips and drumettes. Fresh water should always be available. If your dog has a medical condition or special dietary needs, please consult your veterinarian before introducing new treats.

Product images are for illustration only. Actual appearance may vary slightly.

We reserve the right to change, discontinue or update products at any time.

Our products are sold for domestic, personal use only. You may not resell, distribute or supply our products to third parties without our prior written permission.

Pricing And GST

All prices are in Australian dollars (AUD).

Fetch & Feast is not registered for GST, so no GST is charged on our products.

Prices may change at any time without notice. The price that applies to your order is the price shown at the time you complete checkout.

Product badges (such as "New" or "Best Seller") and sale prices may be updated or removed at any time.

Placing An Order

You do not need to create an account to shop with us. All orders are placed as a guest.

By completing checkout, you are making an offer to purchase the products in your cart. A binding contract is formed when we send you an order confirmation email.

We reserve the right to cancel or refuse an order at any time before dispatch, for example if a product becomes unavailable, if a product has been listed at an obviously incorrect price, or if we suspect fraudulent activity. If we cancel your order, we will refund any payment in full.

At checkout, you may optionally provide your dog's name and birthday. We use this information only to send personalised thank-you cards and birthday gifts. It is not required to complete your purchase.

Payment

Payment is processed securely through a third-party payment gateway. We accept card payments only.

We do not store your card details. All payment information is handled directly by the payment gateway provider.

Your order will not be dispatched until payment has been successfully processed.

Promotions And Discount Codes

Discovery Bundle: Any 5 x 100g pouches (or 1 piece of Stuffed Stomper) may be purchased together as a Discovery Bundle at 15% off the standard price. The discount is applied automatically at checkout. The Discovery Bundle cannot be combined with any discount code.

Discount codes: We may issue percentage or fixed-amount discount codes from time to time. Each code has a start date, an end date and a usage limit, which will be stated when the code is issued. Only one discount code may be applied per order. Codes cannot be applied retrospectively to completed orders.

Review reward codes: Approximately one week after your order is delivered, we may send you an email inviting you to leave a review. If you leave a genuine review — positive, negative or neutral — you will receive a personalised single-use discount code for 5% off a future order, tied to your email address (for example, BELLA5). The reward is available for any honest review and does not depend on the review being positive. Reviews that were submitted in response to a reward offer will be labelled as incentivised on the Website.

Sale prices and promotional offers may be withdrawn or changed at any time without notice.

Shipping

We ship to Australian addresses only. We do not offer international shipping.

We use Australia Post for all deliveries. Standard Parcel Post and Express Post options are available at checkout.

Free shipping applies to orders with a product subtotal of $100 or more after any discounts. Orders below this threshold will be charged postage at the rate shown at checkout.

We aim to dispatch orders within 1–2 business days of receiving payment. Dispatch times may be longer during peak periods.

Estimated delivery times after dispatch are:

Metro Victoria: 2–4 business days.

Regional Victoria and interstate: 4–7 business days.

Express Post: 1–3 business days.

These estimates are provided by Australia Post and are not guaranteed. We are not liable for delays caused by Australia Post or circumstances outside our control.

A tracking number will be emailed to you once your order has been dispatched.

You are responsible for providing a correct and complete delivery address at checkout. We are not liable for orders that cannot be delivered or are lost due to an incorrect address provided by you.

Lost And Damaged Parcels

Risk in your order remains with us until the parcel is delivered to the address you provided.

If your parcel is lost in transit or arrives damaged, please contact us at cs@fetchandfeast.com.au with your order number and, where possible, photographs of any damage.

Once we have confirmed the issue, you may choose either a replacement or a full refund. We will manage any claim with Australia Post on your behalf. Your remedy does not depend on the outcome of any Australia Post investigation.

Returns And Refunds

Change of mind: If you change your mind, you may return unopened, undamaged items within 7 days of delivery. Please contact us at cs@fetchandfeast.com.au before returning anything. Return postage is at your cost. Opened food products cannot be returned on a change-of-mind basis.

Faulty, damaged, incorrect or spoiled items: If a product arrives faulty, damaged, incorrect or spoiled (for example, showing signs of mould), please email us at cs@fetchandfeast.com.au with your order number and a photo of the issue.

Your rights for faulty goods are protected under the Australian Consumer Law. For a major failure, you are entitled to choose a refund or a replacement. We will not limit your choice of remedy for a major failure.

Partial refunds: Where only part of an order is affected (for example, one item in a multi-item order is damaged), a partial refund or replacement for the affected item is available.

Approved refunds will be processed to your original payment method within 3–5 business days of approval.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in these Terms limits, excludes or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded or modified.

Limitation Of Liability

To the extent permitted by law, our total liability to you for any claim arising from your use of the Website or purchase of our products is limited to the amount you paid for the relevant order.

We are not liable for any indirect, incidental or consequential loss arising from your use of the Website or our products, except where such liability cannot be excluded under the Australian Consumer Law.

We take reasonable care to ensure that product descriptions, ingredient lists and feeding guidance on the Website are accurate. However, you should always check the label on the product you receive, as formulations may change. If you have concerns about a specific product, contact us before purchasing.

Intellectual Property

All content on the Website, including text, images, logos, product names and the "Fetch & Feast" brand, is owned by or licensed to Dang My Ngoc Ho. You may not reproduce, distribute or use any content from the Website without our prior written permission.

Nothing in these Terms transfers any intellectual property rights to you.

Website Use

You agree to use the Website only for lawful purposes and in a way that does not infringe the rights of others.

We do not guarantee that the Website will be available at all times or free from errors. We may suspend or withdraw access to the Website at any time without notice.

Links to third-party websites are provided for convenience only. We are not responsible for the content or practices of any third-party site.

Cookies And Privacy

We use cookies and similar technologies that are needed for the Website to function, such as keeping your cart and processing payments. We may also use analytics or marketing cookies. Where we do, we will ask for your consent through our cookie banner before they are used. Our Privacy Policy explains which cookies we use and why.

How we collect, use and store your personal information is set out in our Privacy Policy, which is available on the Website. These Terms should be read together with the Privacy Policy.

Marketing Emails

We will only send you marketing emails if you opt in by ticking the relevant checkbox at checkout. The checkbox is unticked by default.

Every marketing email includes an unsubscribe link. You may opt out at any time.

Contact Us

For any questions, concerns or complaints about your order or these Terms, please contact us at:

Email: cs@fetchandfeast.com.au

Business address (correspondence only): Level 1, 63–73 Ann Street, Surry Hills NSW 2010. We do not trade from this address. Please contact us by email for all orders, returns and enquiries, and do not send items to this address. We aim to respond to all enquiries within 2 business days.

Disputes And External Bodies

If you have a complaint, please contact us first at cs@fetchandfeast.com.au so we can try to resolve it directly.

If we cannot resolve your complaint directly, you can contact Consumer Affairs Victoria at consumer.vic.gov.au or the Australian Competition and Consumer Commission at accc.gov.au.

Nothing in this clause limits your rights under the Australian Consumer Law.