If you don't find the answer you're looking for, feel free to click here and submit your query.
DISCOUNTS
Can I use multiple coupons at once?
You are only able to apply one discount per order at Checkout. Loyalty Points can also not be used in conjunction with any other discount offer.
PRO TEAM
How do I join and access the ADVANCE™ breeder site?
Simply go to breeder sign up or click here to fill out the Breeder Registration form*.
*Note if you are an existing member of the the ADVANCE™ Pro Team via the previous online store, you must re-register using your email that you had used to sign up previously.
Once your application is submitted, it will go for approval to the ADVANCE™ team and you will receive a confirmation email from us with access details within 24 hours (standard business days). Remember to check your Junk inbox in case it has ended up in there!"
"You can earn a $5 reward to spend on product on our ADVANCE™ Pro Team store by signing up Pet Owners who you give a Puppy or Kitten kit to when you send them home to their new family.
The Pet's Club allows your new pet owners to receive tips about training, nutrition and caring for their new pet, tailored to their pet's age and size. They also receive access to exclusive offers and discounts on our ADVANCE™ site.
Remember to sign into your account before you register your new pet owners. You can then easily register Pet Parents to the Pet's Club by clicking on the 'Register Pet Owner' tab along the top menu.
*$5 credit rewards will be allocated within 2 business days and appear in your ‘my account section’ There is a no maximum limit of credit you can earn, however credit will expire after 12 months.
How do I access and use my Loyalty credits?
Please follow the steps below to access your credit and enjoy our new online store:
1. Simply add what you want to purchase to your basket and go to ‘checkout’
2. At the checkout you will see the credit you have and will be able to select how much you’d like to redeem against your purchase.
3. Select the amount you’d like to redeem and complete your transaction.
4. For future reference please note that you can also view your reward credit balance in the ‘my account section’.
Important note: You must have a Breeder account and be a member of the ADVANCE™ Pro Team to be able to gain and use reward points.
I’m trying to log in using my existing breeder account, and it’s not working.
If you had a Pro Team account previously but haven't signed in on the new platform since it launched in January 2020, please go to https://shop.advancepet.com.au/ or click here and register using your email that you previously registered with. Your previously earned points and history will then be recognised.
If you have registered an account with us before, you will need to log in through the breeder portal here or by going to advancepet.com.au and clicking on the 'For Professionals' tab to get to 'Breeder Login'. Please note you will not be able to log in through the main homepage
What benefits do I receive as a member?
As a member of the ADVANCE™ Pro Team, you have access to a range of exclusive benefits including:
-Free puppy & kitten kits to provide to Pet Owners when they receive their new puppy or kitten.
-Discounted ADVANCE™ Pet Food and access to other brands at reduced pricing.
-$5 reward to spend on site for each Pet Parent you sign up to the Pet's Club*.
*$5 credit rewards will be allocated within 2 business days and appear in your ‘my account section’ There is a no maximum limit of credit you can earn, however credit will expire after 12 months.
How do I order kits and when will they arrive?
Ordering kits is easy, simply go here and order the number of kits you require for your litter.*
Kits will be received as promptly as any other order made on the ADVANCE™ Breeder site, though we recommend that you order kits for your litter approximately 2 weeks before they go to her new homes.
Limit of 15 kits per month. If you require extra kits due to large or multiple litters, please use the Contact Us form on the site to let us know.
I've forgotten my password. How can I reset it?
Go to the login page here and click the link 'Forgot your password'.
You can view orders, access and update your details anytime here. You must be logged into your breeder account to view and make changes to your details.
I don't see my favourite product to buy directly on your site. Can I request a product?
We're more than happy to take requests, especially as we expand into the future. If the product you're after is not on our site, please go to Contact Us and let us know of any awesome products you would like us to stock.
Have you got any other questions relating to Shipping or Returns?
Please check out our detailed information on Shipping & Returns here.
PRICING UPDATES 2022
Which products will be impacted?
The updated pricing will impact all products; however the specific price increase will vary by product. It’s worth noting that the price increase will range between 6 – 29% to the recommended retail price (RRP).
When will the pricing updates take effect?
The pricing updates for ADVANCETM products will take effect on or after 12th September 2022.
Can I place bulk orders before the pricing updates come into effect?
Yes you can, if your orders are placed before 12th September 2022. Head to our online store to shop now.
Why are these pricing updates happening in the first place?
It’s a variety of factors, primarily driven by COVID and the resulting impacts both locally and globally. In summary:
- Raw materials like metals used for our wet food can packaging are in short supply due to increased global demand
- Freight costs have increased, impacting our imports of raw and packaging materials
- We’ve also seen general cost increases for animal protein such as lamb and pork
You may also experience similar changes across our stockists as they apply their own pricing policies.
What has ADVANCETM been doing to manage these pricing updates?
Pricing updates for our customers are always a last resort. We’ve been undertaking several cost-saving initiatives in the past 12 – 24 months to minimise impacts on our customers. These include:
- Optimising our recipes and reducing waste
- Reducing business cost overheads, including energy efficiency programs to tackle our usage and footprint
- Ensuring our product distribution networks are running as efficiently as possible
How do I know what the new price of ADVANCETM products will be?
To assist you with any queries, we have also included examples of updated pricing across some of our Best Sellers:
|
Product |
Old Price |
New Price (From 12 Sept 2022) |
|
ADVANCE™ Dry Dog Food 17/20kg Bags |
$103.50 |
$109.00 |
|
ADVANCE™ Dry Cat Food 20kg Bags |
$115.00 |
$122.00 |
|
ADVANCE™ Dry Dog Food 13 &15kg Bags |
$93.00 |
$100.50 |
|
ADVANCE™ Wet Dog Food 12x700g Cans |
$47.00 |
$60.50 |
|
ADVANCE™ Wet Cat Food 7x85g Trays |
$9.50 |
$10.00 |
|
ADVANCE™ Dry Dog Food 8kg Bags |
$58.00 |
$66.50 |
If you have any further enquires, you can reach out to our Consumer Care team via the Contact Us Form or Live Chat.
GENERAL
Where are ADVANCE Products made?ADVANCE™ dry dog and cat food is proudly made in the Central Tablelands region in Bathurst, NSW and ADVANCE™ wet dog food cans and wet cat food trays are made in our regional Victoria factory in Wodonga, VIC.
Our ADVANCE™ wet cat pouches are made in Pak Chong which is in western Thailand.
Is the ADVANCE packaging recyclable?
All ADVANCE™ packaging is recyclable in different ways depending on it's materials. You can check the packaging for more information on how to recycle the packaging of specific ADVANCE™ products.
What if I'm not happy with my order?
If you find that you're unhappy with an item you've purchased from us or or have an issue with your delivery, we have a dedicated support team to make everything right for you. Simply get in touch through the Contact Us form or call us on 1800 640 111 and we will sort everything out. Please note that no credits or refunds can be given without first speaking to a Consumer Care representative.
Please include your order number, detailed description and any accompanying images to support your request.
ADVANCE and OPTIMUM products have a money back guarantee*. This means that we have a hassle free returns policy if you are not 100% satisfied with your product.
*Only applies to ADVANCE and OPTIMUM products.
LOYALTY PROGRAM
How do I redeem a discount code?You can redeem a discount code at Checkout by putting the code in the allocated field and clicking 'Apply'. Please note that only one discount can be applied to cart at any time.
ORDER
How do I cancel or change an order?You will not be able to edit your order once you have placed it. If you would like to discuss your order, please call us on 1800 640 111 or use the 'Contact Us' form on the site to get in touch.
What payment options do you offer?
We currently offer payment by Credit Card using Visa and Mastercard.
SHIPPING AND RETURNS
How much does shipping cost?
"Great news: it's free to most metro and major regional areas when you spend over $95.
For orders below $95, the shipping fee will be $14.99"
How long does shipping take?
"We're proud of how quickly we can pack and dispatch your order here at ADVANCE™. We ship all orders from our warehouse in Wodonga, so in most metro areas of major cities, you can expect your order within 1-3 business days of being dispatched. Outside of these areas, you should receive your order within 4-7 business days after the time of dispatch. Delays may however occur due to delivery network constraints, public holidays and other factors.
Remember that you can use the tracking number provided with your order confirmation to find an estimated arrival time for your order. If you have any concerns please contact us."
Where is my order?
"When you place an order you will promptly receive a confirmation email from ADVANCE™. When your order is packed and ready to be sent, you will receive an email or text with your tracking number from our Courier Delivery Service that you can use to track your order on its journey to your doorstep. Please ensure you check your junk email for these emails if you cant see them in your inbox."
Can I return an order?
If you find that you're unhappy with an item you've purchased from us or or have an issue with your delivery, we have a dedicated support team to make everything right for you. Simply get in touch through the Contact Us form or call us on 1800 640 111 and we will sort everything out. Please note that no credits or refunds can be given without first speaking to a Consumer Care representative.
Please include your order number, detailed description and any accompanying images to support your request.
My order has arrived damaged or faulty
Please note, you will be required to provide images to us within 48 hours of delivery if you are contacting us about Faulty/damaged items, out of date items and missing items.
Please email the images to contact@aup.mars.com or use the Contact Us form to submit your request.
Where can ADVANCE deliver my order?
"We ship to residential homes all over Australia! That said, sometimes our couriers cannot offer door to door delivery for more remote areas - in this case, your goods will be left at the nearest local collection point for safekeeping until you're ready to pick them up, or you can opt to have us deliver your items without signature if you wont be home at estimated delivery time.
We unfortunately do not ship to PO boxes. "
Do you deliver outside of Australia?
Unfortunately, we do not currently ship outside of Australia.
Are you able to deliver to PO boxes?
We unfortunately do not ship to PO boxes.
Where are ADVANCE Orders shipped from?
All orders are shipped from our onsite warehouse in Wodonga, VIC directly to you.
At what time of day will my order be delivered?
There is no standard time of the day that your order will be delivered. When you place an order, you can leave clear instructions on where the package should be left if you are not home, as we give our couriers "authority to leave".
Why is my delivery split in multiple boxes?
We may have split our products up into different packages depending on the type and size of the products. You may get multiple boxes in your order, and on the odd occasion these might arrive on different days depending on when they are dispatched.
SUBSCRIPTION
What is Subscribe & Save?
Subscribe and Save allows you to schedule your order with us and we will regularly ship it to you at your chosen time interval. Then you can set your delivery and forget about it! Subscribe and Save is fully flexible and you can skip, delay or cancel your order at anytime by logging into your account here
By signing up to Subscribe and Save, you will also save an extra 5% on the price of your items. "
How do I change or add to my current Subscribe & Save order?
You can skip, delay or cancel your order at anytime by logging into your account here
To add to your order, you will either need to create a separate subscription or cancel and recreate your subscription order with the new products.
Am I locked into Subscribe & Save?
You can log into your account here and cancel your Subscribe and Save order. A reminder that if you cancel your order, you will no longer receive the 5% discount off your products. You are able to sign up for Subscribe and Save again at any time.
Can I skip or delay my order?
You can skip or delay your order at anytime by logging into your account by clicking here.
Can I add a product to my order?
You unfortunately not add a product to your Subscription order through your account. Please reach out to our Consumer Care team by clicking here or calling 1800 640 111.
What happens if my products are out of stock?
If in the unlikely event that your product is out of stock when it's time to send your order, we will contact you directly to confirm if you would like to wait, choose another product or skip your order until next time. To make sure we can easily contact you, please ensure you keep your contact details in your account up to date.
What happens if my card was not successfully charged when my next order is due?
If your card was not successfully charged we will send you an email to let you know to check your details and then will try again in 24 hours. We will do this for 7 days and if we are unable to successfully charge your card after this time, we will skip your order.
How often can I choose to have my order delivered using Subscribe & Save?
You will be able to choose the frequency that your order is delivered by selecting anywhere between 2 weeks to 26 weeks. You will also be able to change this frequency anytime by logging into your account and updating the details to your subscription.
I'm not sure how often to choose to have my order delivered or how long the food will last my pet. Can you help me?
We have feeding guides available on product pages to help you work how long it will take for your pet to go through a product, however each pet will differ slightly to these guidelines dependent on a range of factors. We can assist you to determine the frequency to order, you can contact us .