Professionals FAQs

 

 

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

 

2022 PRICING UPDATES

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 6-18% to the recommended retail price (RRP).

 

Which will the pricing updates take effect?

The pricing updates for ADVANCE™ products will take effect on 28 February 2022.

 

Which if I have a Subscription order set up?

These pricing changes will also be applied to Subscription orders. You will still continue to receive the 5% discount on the new pricing to any orders you have on Subscription.

 

Can I place bulk orders before the pricing updates come into effect?

Yes you can, if your orders are placed before 28 February 2022. Head to our online store if you're a pet owner, or log in to our Pro Team store if you’re a Breeder or Other Professional, to shop now.

 

Why are these pricing updates happening in the first place?

The pandemic caused price rises across the supply chain and while we’ve absorbed the costs where we can, we now need to raise our prices to mitigate the impact to our business. Some of the increased costs include:
  • 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 ingredients and packaging materials;

  • Following a dry season for farmers here in Australia, we’ve also seen general cost increases for animal protein like red meats.

 

What has ADVANCE™ 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 over the past 12 – 24 months to minimise impacts on our customers without compromising on quality. These include:

  • Optimising our recipes and reducing waste;

  • Reducing business cost overheads, including by improving our water usage efficiency;

  • Ensuring our product distribution networks are running as efficiently as possible.

 

FAQS


How do I join and access the ADVANCE™ Other Professionals site? 

"Simply go to the 'Other Professionals' sign up or click here (https://shop.advancepet.com.au/pages/other-professionals) to fill out the Registration form.

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!"

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 discounted ADVANCE™ Pet Food access to other brands at discounted prices and new product samples.

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

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

Where can I view my orders or update my account information?

You can view orders, access and update your details anytime here (https://shop.advancepet.com.au/account). You must be logged into your 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 (https://shop.advancepet.com.au/pages/contact-us) and let us know of any 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 (https://shop.advancepet.com.au/pages/shipping-page) .

  

DISCOUNTS


Can I use multiple discounts at once?

You are only able to apply one discount per order at Checkout. 


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. 


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. 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. 

  

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 & 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 $10.99 for metro areas and $14.99 for regional areas"

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. 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. (https://www.advancepet.com.au/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 note orders placed after 14:00 AEST will be processed the following business day. 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, we have a hassle-free returns policy as well as a dedicated support team to make everything right for you. Simply contact us and we will contact you within 24 hours to sort everything out. Please note that no credits or refunds can be given without first speaking to a ADVANCE™ representative.
Please include your order number, detailed description and images with your return request."

Where can ADVACE 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 are also happy to deliver to your workplace: just make sure you include your business name to make sure your order arrives promptly.
We unfortunatley 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 goods are delivered. When you place an orde, 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.