Shipping & returns

We offer a 100% money back guarantee. If you find that you're unhappy with an item you've purchased from us or or have an issue with your delivery, we have a dedicated support team that you can reach through the Contact Us form or by phone on 1800 640 111. Please include your order number, detailed description and any accompanying images to support your request.

Note: No credits or refunds can be given without first speaking to a Consumer Care representative.

We unfortunately do not ship to PO boxes. We do deliver to Locked bags, please note that this may incur an additional fee to collect.

Yes, we deliver to Australia Post Parcel Lockers. Please note that if your order exceeds the size limit for a Parcel Locker, it may be redirected to the nearest post office or Parcel Collect location for your convenience. You can view the Australia Post website for more information here.
 

All orders are shipped from our warehouse in Dandenong South, VIC directly to you.

There is no standard time of the day that goods are delivered. When you place an order, you can leave clear instructions on where the package should be left if you are not home, as we give our couriers "authority to leave".

Depending on the type and size of the products, we may separate them into different packages. You could get multiple boxes in your order, and on the odd occasion these might arrive on different days depending on when they are dispatched.

Shiping is free to most metro and major regional areas when the order is over $95 .

For orders below this price, the shipping fee will be $14.99 

We pride ourselves on how quickly we can pack and dispatch your order. All orders are shipped from our warehouse in Dandenong South, VIC, so in most metro areas of major cities, you can expect your order within 1-3 business days from the day it is dispatched. Outside of these areas, you should receive your order within 4-7 business days after the time of dispatch.

You can use the tracking number provided to you by our courier partner when it's on its way to find an estimated arrival time for your order. If you have any concerns please contact us

When you place an order, you’ll receive a confirmation email from us. When your order has been picked up and is on its way, you will receive an email or text with your tracking number from our Courier Delivery Service, that you can use to track your order on its journey to your doorstep. 

Please note: Please ensure you check your junk email for these emails if you cant see them in your inbox.

We deliver to locations all over Australia! That said, sometimes our couriers cannot offer door-to-door delivery for more remote areas - in this case, your goods will be left at the nearest collection point for safekeeping until you're ready to pick them up. You can also opt to have us deliver your items without signature if you wont be home at the estimated delivery time.

Alternatively, we can deliver to workplaces, make sure you include your business name so that it arrives to the right place.

Please note we do not ship to PO boxes. Locked boxes may incur an additional fee to collect. 

We don’t currently ship outside of Australia.

If you receive a faulty, damaged or missing item, you’ll be required to provide images to us within 48 hours of delivery.

Please email the images to contact@aup.mars.com or use the Contact Us form to submit your request.

If you or your furry friend aren’t satisfied with any of our ADVANCE™ or OPTIMUM™ products, we offer a 100% money back guarantee that’s hassle free.

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