Cancellation policy

In short

Pause, skip or cancel any time, fully self-service in your account · Cancel at least 48 hours before your next billing date · Automatic billing on your chosen frequency · We'll email you a reminder before each charge, and give at least 5 days' notice before any price change takes effect · Live feed and perishables are non-refundable once dispatched, except as required under Australian Consumer Law.

On this page

Managing your subscription · Billing & payments · Price changes · Perishable & live feed · Shipping & dispatch · Refunds · Contact us

You can pause, skip or cancel your subscription at any time, fully self-service, by logging into your customer account — no need to contact us. If you'd prefer, you can also reach us at onlineorders@kellyvillepets.com.au and we'll action the change for you.

To avoid your next scheduled order processing, cancellations (whether made in your account or by contacting us) must be submitted at least 48 hours prior to your next scheduled billing date.

If a subscription order has already been processed or dispatched, it cannot be cancelled.

Subscription orders are automatically billed on your selected frequency using your nominated payment method.

We'll send you an email reminder ahead of each scheduled charge, giving you the chance to review, pause, skip or cancel before it's processed.

If a payment fails, we may retry the payment. The subscription may be paused or cancelled if payment cannot be successfully processed.

You are responsible for ensuring your payment details remain current.

Subscription product prices are subject to change. Where a price change applies to your subscription, we will give you at least 5 days' notice by email before the new price takes effect on your next renewal.

If you don't wish to continue at the updated price, you can pause, skip or cancel your subscription in your account before the renewal is processed. Continued participation in the subscription after that notice period confirms acceptance of the updated price.

Prices are not adjusted retroactively.

Subscriptions containing live feed, perishable items, plants or fresh foods are subject to strict dispatch conditions.

Once dispatched, subscription orders containing perishable items are non-refundable, except as required under the Australian Consumer Law. To the maximum extent permitted by the Australian Consumer Law, we do not accept responsibility for live feed shipped interstate that does not arrive alive or in optimal condition.

Customers must ensure someone is available to receive the delivery. Live feed must be brought inside and stored at the correct temperature immediately upon delivery.

Kellyville Pets does not accept responsibility for loss, damage or deterioration where deliveries are left unattended.

Perishable subscription items are dispatched via Express Post or Same/Next Day Delivery only.

Live feed is dispatched Monday to Wednesday only. Orders placed after 8am Wednesday will be dispatched the following Monday.

Same Day Delivery is not available on weekends or public holidays. Orders placed during these times will be processed on the next business day.

Dispatch may be delayed during extreme weather conditions, including temperatures exceeding 30°C in Sydney, to protect animal welfare.

Subscription orders follow our standard Returns and Refunds Policy.

Perishable goods, live animals and live feed are non-refundable once dispatched, except where required under Australian Consumer Law.

Your rights

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded, including a replacement or refund for a major failure.

Read this alongside our Refunds and Exchange Policy, Shipping Policy, Terms of Service and Privacy Policy.

Need a hand?

Subscription enquiries

Email: onlineorders@kellyvillepets.com.au

Online orders: (02) 8834 0334

Store: (02) 9629 3282

Store hours: Mon–Fri 9am–6pm, Sat–Sun 9am–5pm