FAQs

Have you got a question for us on how to be apart of our Breeder program, access exclusive puppy and kitten kits and products or any other general query? Great! Just check out our frequently asked questions below.

If you don't find the answer you're looking for, feel free to click here and submit your query.

 

ADVANCE™ 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!

 

How to I earn Reward points to spend on the ADVANCE™ breeder site?

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.

You can also view your reward credit balance in the ‘My Account' section.

*$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.

Please Note: ADVANCE Pro team upgraded to a new and improved platform in February 2020, which means if you are entering the portal for the first time since that date, our existing breeders need to register again.

This shouldn’t take long, please just go here and register using your email that you previously registered with.

Your previously earned points and history will then be recognised.

 If you are having other issues logging in, please go to the Contact Us page for assistance. 

 

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 recieve 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.

 

GENERAL

I've forgotten my password. How can I reset it?

Go to login and click the link 'Forgot your password'.

 

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?

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. 

 

Where can I view my orders or update my account information

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 here.

 

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. 

 

SUBSCRIBE & SAVE

What is Subscribe & Save?

Subscribe & 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 & Save is fully flexible and you can add to, skip, delay or cancel your order at anytime by logging into your account here.

By signing up to Subscribe & 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 add to, skip, delay or cancel your order at anytime by logging into your account here.

 

Am I locked into Subscribe & Save?

You can log into your account here and cancel your Subscribe & Save order at any time. 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 & 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 here.

 

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 dependant on a range of factors. We can assist you to determine the frequency to order, you can contact us by clicking here.

 

DISCOUNTS

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. 

 

Can I use multiple coupons at once?

You are only able to use one discount per order, this includes Subscription orders with discount codes. Loyalty Points can also not be used in conjunction with any other discount offer.