Terms and Conditions

Updated February, 2017

Personal Information

That Petfood Co. regards customer privacy as an important part of our relationship with our customers. To obtain the privacy policy, please view the page title ‘Privacy Policy’ on our website.

If you have questions or concerns regarding this statement, you may contact the Member Support team at That Petfood Co. via email [email protected]

Update to your personal information

If your personal identifiable information changes you may correct, update it by emailing us at [email protected]

You may also wish to update your information by your personal profile located on our website.

Payment Information

In order to set up an account with That Petfood Co. an individual customer is required to enter their accurate and current account details.

Full order payment must be made by the account holder via Stripe Payments, the company responsible for facilitating the direct debit payments system on behalf of That Petfood Co. in accordance with the That Petfood Co. terms and conditions.

The direct debit will be made up to 5 days prior to delivery. The transaction is between the account holder and Stripe Payments on behalf of That Petfood Co.

The customer must have sufficient funds or credit available at the time of each transaction.

If payment is unable to be processed at the time of the transaction, a second attempt will be made to make the transaction within 24 hours. You will be notified via email of the failed transaction.

If payment is not received after the second attempt you will not receive your scheduled delivery.

There will be no refunds where the customer has not adhered to the payment terms and conditions and policy of Stripe Payments.

All orders are on a continual payment structure nominated by the customer, unless notified in writing by the customer to [email protected] or cancelled via customer’s personal profile.



All fees stated for products are inclusive of GST only.

Delivery Policy

After ordering online, you will receive an email confirmation from That Petfood Co. containing your order details to the email address provided.

All orders made that equal to a value of less than AUS$40.00 will be charged a AUS$5.95 delivery fee.

Delivery is to the Gold Coast region. Please check our online map on the Delivery Schedule section on our website, or contact Member Support via email [email protected] to find out if we deliver to your area.

If delivery addresses are altered once an order has been placed, the customer must send a written confirmation of the new delivery address 48 hours in advance of the upcoming delivery via email [email protected]

Delivery address changes less than 48 hours of delivery are only to be made to same region delivery days.

You cannot alter your set delivery day for your area and must adhere to the company delivery schedule.

Customers will receive one delivery per order.

That Petfood Co. cannot give or adhere to a request for a specific delivery time.

If the nominated delivery location is not accessible or unavailable to That Petfood Co. delivery staff, your delivery will be left at the most convenient and closest location to what you nominated.

That Petfood Co. accepts no liability for the loss or deterioration of any goods once they have been delivered in accordance with the customer delivery instructions and our terms and conditions. That Petfood Co. will not be held liable for any financial or physical damages of any kind.

That Petfood Co will not replace or provide a refund for any product ordered by the customer by mistake.

Customers must notify That Petfood Co. if they have received an incorrect product or their order is incomplete within 24 hours of delivery by phone on (07) 5525 0987 or via email [email protected]

Missing items will be either refunded to the customer by the same payment method used initially or a coupon code will be created to be used with the customers next order. Failure to comply with these policies will result in no replacement product, refund or credit.

Delivery Days & Cut Off Times

Weekly cut off times and delivery days differ depending on your location. Please refer to the Delivery Schedule on our website.

That Petfood Co. reserves the right to change or alter delivery days and cut off periods without notice.

Refund & Returns Policy

The Return & Refunds Policy covers refused and returned orders due to system error, customer error and driver inability to safely and correctly deliver an order.

This refund policy does not apply to goods which have been open, used or damaged after delivery, or if any attempt has been made to alter the product.

If for any reason you receive a delivery in error, you must contact Member Support on (07) 5525 0987 or via email [email protected] within six (6) hours to organize a delivery pick-up of that order.

Failure to contact That Petfood Co. within the designated time will deem the goods spoiled and your acceptance of the delivery.

Should a customer or any person located at the delivery address (home or business) refuse the delivery, the goods will be returned to the kitchen.

Refused or returned deliveries will be kept at our kitchen for 48 hours only and the customer must make arrangements with Member Support to pick up their order.

Customer orders not picked up within 48 hours of return will be forfeited.

That Petfood Co. will refund payment in the event that there is a confirmed error on our end and you have been incorrectly charged.

All products and orders must be returned in their original condition.

Customers bare all costs associated with the refusal and return of any order to our kitchen.

Failure to adhere to the terms and conditions of That Petfood Co. will prohibit any refunds or credits being issued to the customer.

That Petfood Co. will not be held liable to any financial or physical damages of any kind.

Allergies and Illness

That Petfood Co. suggests that vet consultation should be considered alongside the feeding of any That Petfood Co. product.

It is the customer’s responsibility to refer to the ingredients section of each food variety before purchase and giving to your dog to consume.

That Petfood Co. accepts no liability to any allergic reaction by a customer’s dog as a result of consuming a That Petfood Co. product.

That Petfood Co. accepts no liability for any sickness of a customer’s dog as a result of consuming a That Petfood Co. product.

That Petfood Co. accepts no liability for any outcome should this product to be fed to any other species other than a dog.

Promotional Discount codes

Promotional discount codes can be redeemed as per the promotional discount code terms and conditions.

If a promotional discount is used, where the terms and conditions of use have not been adhered to, That Petfood Co. will not refund and accepts no responsibility.

By using a promotional discount code you hereby accept the That Petfood Co. terms and conditions contained within this document.

Promotional discount codes are valid until the nominated date stated with the code. If an expiry date is not nominated, the code is valid for 30 days from creation date unless otherwise stated.

Promotional codes are only redeemable on full priced items only.


That Petfood Co. uses personally identifiable information for essential communications, such as emails, SMS, accounts information, and customer service details. We may also use this information for other purposes, including promotional Emails, SMS order reminders, newsletters and offers.

If at any time you do not wish to receive such correspondence, you can request to be removed from any mailing lists by unsubscribing or emailing us at [email protected]


We reserve the right to disclose your personal identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website, then information will be released.


Links on the That Petfood Co. site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain names of http://thatpetfoodcompany.com.au and http://thatpetfoodcompany.com  and http://thatpetfoodco.com and http://thatpetfoodco.com.au


Any enquiries regarding the That Petfood Co. Terms and Conditions should be directed by email to [email protected]

Cancellation/ Suspension Policy

Due to the nature of our business That Petfood Co. requires a minimum notice of 5 business days prior to the next expected delivery. Written cancellation must be sent to [email protected] mentioning your intention to cancel.

All orders that have been processed after the 5 business day cut off will be processed and delivered.

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