Privacy and Shipping Policy

Shipping Policy

IMPORTANT NOTICE: At Stay Loyal, we do our best to meet your order requirements without delays. However, 5% of orders, unfortunately, get delayed or even lost so for that reason we recommend for you to have at least 3 weeks’ worth of food on hand when placing your order to ensure that you do not run out of food due to any delivery issues.

Due to large volumes of orders can take up to 48 hrs to despatch and only on business days. Orders are only dispatched and shipped the following business day of placing an order. Expected delivery time to SYD, MELB, BRIS, PERTH, ADEL AND ACT is between 1-4 business days if your order was despatched from your nearest city. Darwin can take up to 2 weeks. Public Holidays will take deliveries longer.

Salmon, Turkey & Pork and Large Breed Puppy formula only despatch from our Sydney warehouse. Delivery time is relative to how far you are away from Sydney. WA and NT orders take on average 1 - 4 weeks but have been known to take longer. We recommend ordering with 4 weeks of food on hand to avoid running out.

Lost orders – If your order does get lost in the mail, do not worry, we will replace it, but we will need to resolve the issue before sending a replacement bag. This can take up to 5 business days to resolve so please be patient and understanding.

If you need food in a hurry, we recommend ordering another bag right away, and if the first order was lost, we will refund you.

We use couriers and Australia Post for deliveries. We cannot guarantee that couriers or Australia Post will deliver to your door as this depends on where you live, they will not deliver to the door in some rural areas.

If you do not put a delivery instruction to leave the parcel when you are not home. Depending on what service gets chosen for your order you may be charged a redelivery fee, up to $30. You may also find a calling card left in your mailbox. If you do not receive your order within 5 business days and you didn’t receive a tracking code please contact us at [email protected] and we will gladly check what is happening with your order.

As we cover the Shipping and Handling cost, we use the most reliable and cost effective service, available to us, to get your dog’s food to you.

When expecting a delivery, please be sure to have your pets put somewhere safe. We have had pets escape and couriers that will not deliver when dogs are left in the front yard. The couriers work independent to us so work under their own rules. Let common sense prevail and keep your dog in a safe place when expecting deliveries from us and any other parcels you may be expecting. We do not take any responsibility for any pet-related mishaps regarding delivery. When you are expecting a delivery please keep your pets safe.

In relation to the above, please also select your delivery instructions carefully to have your order left in a safe place when delivered as we do not cover for theft or damage after the order is delivered.

Refunds Policy

Our Refunds Policy is simple… If your dog does not eat the food, we ask you to try our fussy dog feeding technique before asking for a refund, as some dogs are fussy due to incorrect feeding methods. Once your dog has tried our 7-day fussy feeding technique and if it did not work for you, then simply email us at [email protected] and you will get a prompt, cheerful refund of every cent. It is that simple!

For itchy dog’s it does take time for the digestive system and skin to heal when changing to our food, depending on how long your dog has been itchy. We recommend trying our itchy skin feeding guide and the food for at least 3 - 4 weeks or use the whole bag, whichever is longer before asking for a refund.

For dog’s that have been itching for over 6 months, it can take longer to see results, up to 3 months if only small improvements have been noticed, it’s worth persisting.

Also, unused portions of dog food will either be picked up by your nearest dog shelter organised by us or we ask you kindly to drop it off to help-out our disadvantaged dogs. Once the bag has been received by the shelter a refund will be issued.

Incorrect or incomplete order received?

If you receive an incorrect or incomplete order, please immediately email us photos of the way you received the order and the label number so that we can pass this onto the warehouse, to get your order rectified as quickly as possible.

As the warehouse is a separate company from us, if you do receive an incorrect product, they may contact you to arrange pickup of the incorrect order and send out your correct order as soon as possible.

If you open the bag, we will need to make arrangements with you for payment.

What happens if we run out of stock?

If there is a disruption to supply (we have done everything we can to make sure there isn’t a disruption) we will contact you and go through the options with you.

You may either select a replacement item to be delivered or may choose to skip that delivery and wait for the product to become available again.

Privacy Policy

Stay Loyal holds the privacy of your personal information in the highest regard. We recognise the importance of protecting your privacy and our policy is designed to assist you in understanding how we collect, use, and safeguard the personal information you provide to us and to assist you in making informed decisions when using our service.

Stay Loyal does not share, trade, rent, lend, lease, or sell any of the information that uniquely identifies a customer (such as email addresses or personal details) to or with anyone except to the extent it is necessary to process transactions or provide services that you have requested. We hate junk mail too!

Email and SMS Communications

At any time you may opt out of receiving marketing communications from us. Unless you opt out, your consent to receive direct marketing communications from us and to the handling of your personal information as detailed above will continue. Each of our marketing emails will have an unsubscribe function which will allow you to unsubscribe from all future marketing communications. All of our marketing SMS messages will also contain an unsubscribe feature. Outside of these channels, you can opt out from receiving marketing communications at any time by emailing [email protected]

Card Payment Information

Stay Loyal does not collect or store any credit card information on our files. We use secure 3rd party vendors, E-Way and Pay-Pal to process payments. These companies do not share any of your card information with us, they just tell us if your payment was successfully processed or not.

Visiting the Stay Loyal Website

When you visit our website “cookies” may be retained on your browser. These cookies are used to make your user experience on our website easier and more enjoyable. They also help with sending more useful and relevant marketing messages to you while you surf the web. By using our website, you are agreeing to this policy. These cookies gather limited info about your IP address, web pages visited and browser type. This process doesn’t gather any information that could identify you or anyone else using the computer. The info gathered is anonymous and is used for support of customised digital advertising. Third parties, like PayPal, that have been contracted to deliver services on this website may also read and place cookies on your browser.

We reserve the right to contact customers with requested information or important information regarding products and ordering via Email, phone call or text message.

This policy will be constantly assessed against new technologies, business practices and our customer’s needs.

This policy was updated 24th of March 2021.

Spam Act Policy

Stay Loyal is committed to complying with its obligations under the Spam Act 2003. Stay Loyal will not send you any unsolicited commercial electronic messages without your consent. Consent is implied, under the Australian Spam Act 2003, when you order from us or contact us in any form by email, phone or SMS text. You can unsubscribe from the Stay Loyal Database at any time. This can be done by the unsubscribe link embedded in each of our email or SMS text messages. Additionally, customers can unsubscribe from future promotional SMS messages by texting "SMS STOP" to the SMS OptOut number sent in the message text or replying "SMS STOP" to marketing messages

If you have any questions or concerns regarding our privacy policy, please email us at [email protected]