If you're not completely satisfied with your ADVANCE™ product, our Consumer Care team can help. Contact them via the Contact Us form or call by phone on 1800 640 111. Please include your order number, pack size, batch number of the product, a description of the issue and any supporting images to help us resolve things quickly.

Note: Credits and refunds require prior contact with our Consumer Care team.

We do not ship to PO boxes. We can deliver to Locked Bags - please note an additional collection fee may apply.

No, we do not deliver to Parcel Lockers

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

There is no set delivery time - our couriers deliver throughout of the day. When you place an order, you can nominate a safe location for your package to be left by selecting Authority to Leave at checkout. If you prefer to sign for your order or have specific delivery instructions, you can add these to your order at checkout too.

Depending on the type and size of your products, we may pack them across multiple boxes. On occasion, these might arrive on different days. Your tracking notifications will keep you updated on each parcel.

Enjoy free shipping on orders over $49 is to most metro and major regional areas across Australia. 

For orders under $49, a flat shipping fee of $10.99 applies.

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  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. 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: If you can't find these emails, check your junk or spam folder.

We deliver to locations all over Australia! 

For remote areas where door-to-door delivery is not available, your order will be held at the nearest collection point until you're ready to pick it up. If you won't be home at delivery time, select Authority to Leave at checkout to authorise a safe drop-off location. We can also deliver to your workplace - just include your business name to ensure it reaches the right place. 

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

We currently don’t ship outside of Australia. If you are based overseas and looking for ADVANCE products, we recommend checking with your local pet nutrition retailer or a specialist import service.

If your order arrives faulty, damaged or missing an item, please send us photos 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 ADVANCE™ products, our 60-day satisfaction guarantee has you covered. Call us on 1800 640 111 or use the Contact Us form to get in touch.