FAQs

Delivery

How long will it take to receive my order?

Our performance standard is to ship your order within 24 hours of processing. It will usually take 5 -7 working days to reach you unless you live in a remote area or in WA whereby it would be best to allow 7-10 working days. You will also receive an email advising the tracking details once your order has been received into the Australia Post’s e-Parcel delivery system.

How do I track my order?

You will receive an email advising the tracking number. Simply log into http://auspost.com.au/track and follow the prompts.

Do you ship to PO Box addresses?

You most certainly may specify a PO Box address in which case your delivery will be carded for collection on arrival. Throughout the delivery period you will be able to track your food using the link http://auspost.com.au/track.

How will my order be shipped?

Your order will be sent through Australia Post’s e-Parcel service.

Do you ship internationally?

No. Unfortunately, we can only ship to Australian addresses.

Can Australia Post leave my delivery at my front door?

Yes, they can if you are home, or if you have nominated a safe drop location.

What happens if I am not at home to receive the delivery?

If you haven’t specified a safe drop location with an authority to leave, Australia Post will leave a card advising your food has arrived and details of the local Post Office from where you can collect your delivery.

Returns

How do I return something to you?

Simply post the food to LifeWise Returns, 9 Military Road, Broadmeadows, Victoria, 3047. Please check the “Shipping and Returns” section of this web site for all the details regarding how to return the food.

 What is your returns policy?

LifeWise offers a full palatability guarantee on every bag of food sold. If for some strange reason your dog doesn’t like LifeWise, simply return the uneaten portion in the original bag (provided it is at least still half full) together with a copy of your original invoice and we will refund your purchase price in full. Alternatively, we will send you a replacement bag of a different flavour at no cost.

Payments

How do I pay?

Payment can be made using Visa, MasterCard or American Express. We also accept payments through PayPal.

Why has my payment been declined?

The usual reason behind payment problems is the incorrect entry of your credit card number or the expiry date. It is also important to check the security code (the 3 numbers on the back of the card) to ensure they have been correctly entered. If your card still doesn’t work, please contact your card issuer.

Is GST included in the price on your website?

All prices displayed include GST.

Are my credit card details secure?

Yes, the LifeWise website uses an encrypted connection and the payment process is fully protected to the best global security standard.

Orders

Can I receive a regular delivery of food automatically?

You most certainly may…. please contact Customer Support on 1300 132 505 or email admin@lifewisepetfood.com and we will set it all up for you so that your food arrives on time every time.

Can I amend my order?

Should you want to amend your order please call customer service urgently on 1300 132 505. If your order hasn’t been despatched we will be able to change it or add to it as requested.

Can I cancel my order?

Should you want to cancel your order please call customer service urgently on 1300 132 505. If your order hasn’t been despatched we will be able to cancel it and refund your money in full.

What if my order is wrong?

Please call customer service on 1300 132 505 immediately, and we will sort out the problem as quickly as humanly possible. Alternatively, please email admin@lifewisepetfood.com with your contact details and the nature of the error.

Can I have my delivery re-directed?

If your order hasn’t been despatched, we will be able to change the delivery address, so please call customer service on 1300 132 505 immediately. If your order has already left, you will be able to change the delivery address once you receive the tracking emails from Australia Post. Unfortunately, we are unable to assist in this process.

What if my favourite food is out of stock?

At LifeWise we endeavour to maintain stocks of all the foods in our range. However, from time to time there may be a short delay whilst cooking the next batch of a particular food. In this case, please email admin@lifewisepetfood.com and we will provide an updated delivery date, or recommend a suitable alternative.

Warranty

What does your guarantee cover?

All LifeWise food products are guaranteed to be packed and presented in first class condition. Furthermore, all food comes with a 100% palatability guarantee whereby we will refund your payment in full, or exchange the product at our expense. Please see the full details on how to return goods in the Shipping and Returns section of this website.

Products

Where can I find more information regarding a product?

For initial information regarding a product, please browse the details of the particular food in the Shop. For more detailed and specific nutritional information, please refer to the Wellness Journal found in the Blog Section of the website. There you will find an ever increasing number of articles relating to food and feeding, and how to provide the best possible nutritional care for your beloved pets. If you are unable to find an article that answers your questions, please forward your question by email to info@lifewisepetfood.com and we will get back to you as quickly as we possibly can.

Is the LifeWise food all Australian?

LifeWise is a 100% Australian company manufacturing exceptional quality pet foods right here in Australia. There is a very small percentage of ingredients that are sourced from overseas, mostly highly specialised ingredients such as some of the vitamins that simply aren’t produced in this country. At LifeWise we jealously guard the clean green image surrounding the food we produce, and continually search for new ways to improve our nutritional treatments for the betterment of all pets world wide.