PRIVACY & SHIPPING POLICY
No Risk. No Hassle. No Nonsense At All.
Free shipping around Australia applies to all products except for the sample and treats if they are bought on their own. When combined with other free shipping products they are also shipped at no charge to you.
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.
Salmon, Turkey & Pork and Large Breed Puppy formula only despatches from our Sydney warehouse. Delivery to most outer states can take up to 2 weeks depending on which state.
Lost orders – If your order does get lost in the mail, don’t 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.
We use couriers and Australia Post to do our deliveries. As Auspost deliver to houses as well as P.O. Boxes, we cannot guarantee that Australia Post will deliver to your door as this depends on your local post office. If you are not home to accept the package and 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 don’t receive your order within the 5 business days and you didn’t receive a tracking code please contact us at [email protected] and we will gladly see why your order is taking so long.
As we cover the Shipping and Handling cost, we use the most reliable and cost effect 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 not deliver when dogs are left in the front yard. The couriers work independant 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.
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 don’t run out of food due to any delivery issues.
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’ll get a prompt, cheerful refund of every cent. It is that simple!
For itchy dog’s it does take time for the digestive system 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.
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.
Stay Loyal holds the privacy of your personal information in the highest regard. We recognises 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 identify 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]
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 your 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.
Adalyser. An analytics platform that is used to measure response to TV advertising. It stores which advertising campaign drove a user to visit. Ties back conversion events to earlier visits and uniquely identifies a device.
This policy will be constantly assessed against new technologies, business practices and our customer’s needs.
This policy was created 18th of November 2019
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