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Local Pickup

Walk-ins are welcome. Pickups are from our office at our manufacturing facility 2-3/20 Enterprise Street Caloundra, Queensland, 4551. Pick-up times are 8 am – 2.30 pm, Monday to Friday. If you have ordered online, please phone before pickup to confirm your order is ready.

Orders and Delivery

All orders are Authority to Leave (ATL)

An order made via this site (“order”) is an offer to purchase one or more products. When we receive a valid order from you, we will accept this offer by confirming via email that we have received and are processing the order.

Delivery Service

Toll Ipec, Aramex Australia, Star Track, Australia Post. We have a flat rate of $13.95* for most metro and major regional areas within Australia. Metro shipping rates are governed by carrier postcode zones and locations. 

It’s free shipping to most metro and major regional areas on retail online orders over $125.00 Australia-wide (except for remote areas) we shop for the best price and best service for you, but we reserve the right to send all orders on the courier of our choice.

If your order is placed and paid, but you are deemed outside our areas for free freight or flat rate shipping (due to freight company zoning changes), we will contact you to discuss your options.

If you wish to request another service like Australia Post, we may ask you to pay the extra postage cost.

Metro Areas

Our Metro Areas are grouped by postcodes and postcode ranges: 

Sydney Metro postcodes: 1000-1920, 2000-2239, 2555-2574, 2740-2786
Canberra Metro postcodes: 0200-0299, 2600-2620, 2900-2920
Melbourne Metro postcodes: 3000-3210, 3335-3341, 3425-3443, 3750-3811, 3910-3920, 3926-3944, 3972-3978, 3980-3983, 8000-8899
Brisbane Metro postcodes: 2484-2494, 4000-4370, 4373-4381, 4400-4405, 4500-4580, 4600-4610, 4614-4618, 9000-9919
Adelaide Metro postcodes: 5000-5199, 5800-5999
Perth Metro postcode: 6000-6214, 6800-6999

Delivery TermsATL (See Below)

Delivery Charge: Whether you have qualified for free freight or are paying the $13.95 freight cost if you wish to request Australia Post as your freighter or another courier of your own choice, extra freight costs may need to be recovered from you.

If your order is placed and paid, but you are deemed outside our areas for free freight or flat rate shipping (due to freight company zoning changes), we will contact you to discuss your options.

Delivery Time: These were delivery times pre-COVID-19, Within 5 working days for Metro areas, 7-10 working days for country areas and 10+ working days to rural areas, depending on the choice of courier. Perth can be 2 weeks or more. Please note that the couriers are not part of Loyalty Pet Treats; they are independent operators & as such, we have no control over exact delivery times. 

Track & Trace 

An email to confirm that your order has now been shipped will be sent to you. 
If you have questions regarding the progress of your order, your steps should be;
1. Follow the track & trace of your designated courier through Starshipit
2. If you are not satisfied with the progress of your freight, you do need to contact the courier company directly

Delivery Exclusions: Remote areas, Post Office, P.O. Boxes & Parcel lockers. If you wish to request an alternate courier as your freighter, extra costs may occur, please contact us for a quote.

Please provide a physical delivery address to allow our couriers to deliver to you, as they cannot deliver to post offices. Australia Post can only deliver to P.O. boxes or parcel lockers. 

If, for any reason, there is an issue with your order, we will contact you to provide an update and alternative options.

Dispatch Times

Please note that Loyalty Pet Treats cannot guarantee same-day dispatch of any order placed.  Most orders will be dispatched within 24 to 48 hours of receiving your order, wherever possible.

Free Shipping Retail Online Only, Free Shipping does not apply to Wholesalers’ orders. 

Retail Online: Free shipping and or Flat Rate Shipping of $13.95 applies to Metro Brisbane, Sydney, Melbourne, Adelaide, and Perth. To achieve free shipping, you must spend retail online $125.00 or more on your order. You will see a free shipping option in the final checkout stage. Please be sure to tick this box as your shipping method. 

If your postcode does not come up when placing your order, please contact LPT for a quote on your freight, as you may find that you are in the courier’s remote listings.

Free shipping applies up to 20 kg (unless otherwise advised) and does not apply to special orders. Please note that free shipping prices will not apply to locations outside our listed metro cities.

If you are unsure, please don’t hesitate to contact us before placing your order using the ”contact us” button; otherwise, if you do place an order and we cannot offer free freight, we will contact you to advise.

Post Offices, PO Boxes & Parcel Lockers

All LPT products that are shipped via Toll Ipec, Aramex, and Star Track, these couriers are unable to deliver to Post Offices or PO Boxes or Parcel Lockers. For orders under 400 grams & less, we may choose to send via parcel post at our discretion.

Authority to leave

Couriers have an ATL Policy (Authority to leave), which means that the product can be left as per your instructions without you having to be there to sign for the product. This is a common practice by the couriers & a system we have used with our clients for many years. Considering the busy lifestyles of most people, this is a highly convenient way to receive your LPT products. Please be sure to leave any specific delivery instructions when you place your order in the delivery note section, as LPT does not do re-deliveries due to the high costs couriers put on this.

Tracking your order

You will receive an email with a consignment number so that you can track your delivery.
If you have questions regarding the progress of your order, your steps should be;
1.         Check and follow the track & trace of your designated courier through Starshipit. 
2.         If you are not satisfied with your freight’s progress, you need to contact the courier company directly; there is a link on your tracking to do this.

**Remember that LPT manufactures 100% pure products in their facility. This means some situations arise when certain products are unavailable for processing immediately. This will delay delivery times until the product is processed. We will do our best to contact you and advise you of where we are at.

Returns

We stand by the quality of our products and make things right if you are unsatisfied with your purchase. You can return any products to receive a refund of the purchase price (less freight cost) or exchange the products within 24 hours of receipt (for any reason), provided that the products are returned in their original condition (unopened) with original or appropriate packaging and invoice.  

To return products, please email us. It is the customer’s responsibility to cover the cost of an item’s return unless we were in error. 

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