Professionals FAQs

 

 

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

 

FAQS


How do I join and access the ADVANCE™ Other Professionals site? 
"Simply go to the 'Other Professionals' sign up or click here 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. 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  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.

  

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. 

What if I'm not happy with my order?

If you are not completely satisfied with your product, please contact us directly on 1800 640 111 with your feedback. We offer a 100% money back guarantee on ADVANCE and OPTIMUM products if you are not happy with your purchase.

For a full refund on ADVANCE or OPTIMUM product, we require the variety, pack size, date code details and proof of purchase.


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 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, 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 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 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. 

 

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 add to, skip, delay or cancel your order at anytime by logging into your account at https://petfood.advancepet.com.au/account/login or clicking 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 going 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 going 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.