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FAQS

How do I join and access the ADVANCE™ Vet site?
"Simply go to Advancepet.com.au, click on 'For Professionals' in the menu bar and then 'Veterinary Pro Team' from the drop down menu. You will then be able to Register as a Vet Clinic and fill out the Vet Sign Up form.
If your Clinic name is not in the list, please contact the appropriate ADVANCE™ State Representative for more information on how to become an ADVANCE™ Vet Clinic affiliate. "

How do I register my Pet Owners to the Pet's Club?
"For each Puppy or Kitten Kit that you give to your Pet Owners who come in with a new kitten or puppy, you are required to sign them up to the Pet's Club.
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.
You can then easily register Pet Parents to the Pet's Club by signing in and clicking on the 'Register Pet Owner' tab along the top menu. "

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 give to your Pet Owners who come into your clinic with a new pet.
-Puppy Preschool Support.
-Regular Promotions
-Nutrition Support and Training.


How do I order kits and when will they arrive?
Ordering kits is easy, simply go here, sign in as a Vet Clinic and click on the 'Order Kits' tab in the menu bar at the top to order the number of kits you require.*
Kits will be dispatched promptly, though we recommend you factor in at least 2 weeks to receive them.
*Limit of 80 kits per month. If you require extra kits, please contact your ADVANCE™ State Representative. "

I've forgotten my password. How can I reset it?
Go to login and click the link 'Forgot your password'.

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.

SHIPPING AND RETURNS

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 can't see them in your inbox."

If you find that you're unhappy with an item you've ordered 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 replacements can be given without first speaking to a Consumer Care representative.

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.