1. Delivery scope

The Taste of the Wild Pacific Stream adult dry dog food listings in 12.2kg and 18.14kg bags include free standard shipping within Australia. Paid orders received before 2pm Melbourne time Monday–Friday are dispatched the same business day, excluding public holidays. Orders paid after the cut-off, on weekends or public holidays are dispatched the next business day. Same-day dispatch is not same-day delivery. Other non-cake products can be delivered to Australian postcodes serviced by the enabled Australia Post services, subject to the product listing and carrier parcel limits. Fresh cake ordering has not opened; the planned cake service is delivery-only to eligible Melbourne postcodes, with no pickup.

Mixed orders may be split into separate consignments. Each product group keeps its own eligibility and charge, and the checkout shows the available delivery methods before payment.

2. Custom cake delivery

Custom cakes must be ordered at least two days before the requested delivery date. Complex designs, large orders, edible-photo work or special materials may need more notice and remain subject to production capacity.

Cake delivery uses the configured eligible Melbourne postcode zones and prices shown at checkout. Cakes do not qualify for Australia-wide free shipping. If the destination is not eligible, cake delivery cannot be selected.

3. Treats, biscuits, pet food and other products

Eligible treats receive free Australia-wide standard shipping when their post-discount treat subtotal reaches AUD $80. Biscuits, pet food, cakes, gift boxes and other products do not count towards that treat threshold. The two Taste of the Wild Pacific Stream dog-food bags have their own free standard shipping offer; other products keep their applicable delivery charge.

Boat to Bowl fish treats are dispatched with Australia Post Monday to Friday, excluding public holidays. Orders placed before 2 pm Melbourne time can be dispatched the same business day. Orders placed after the cut-off, on weekends or on public holidays are dispatched on the next business day.

For Boat to Bowl treats, standard parcel shipping is AUD $10.20 for up to four packs, with an additional parcel charge for each further group of up to four packs. Express parcel shipping is AUD $13.20 per parcel. The eligible treat free-shipping threshold above applies to standard shipping.

Australia Post generally estimates 2–6 business days for Parcel Post after posting (usually 2–4 business days within the same state and 3–6 interstate). Actual delivery times depend on the destination and carrier conditions; remote areas and disruptions may take longer. See Australia Post delivery estimates.

For other eligible delivered products, ReachShip requests available Australia Post MyPost services using the destination postcode and the greater of the packed physical weight or cubic weight. The rate shown at checkout is the delivery charge for that cart and destination.

The 12.2kg and 18.14kg Taste of the Wild Pacific Stream bags are eligible for the dog-food free standard shipping offer above. For other heavy products, the product page and checkout show the available services. Separate parcels or a separate freight arrangement may be needed when an item exceeds the enabled carrier weight or size limits.

4. Address and carrier limits

Customers must provide a complete and accurate address, postcode and delivery instructions. Additional carrier, redelivery or return-to-sender costs caused by incorrect details may be payable where the law permits and the charge is disclosed.

Australia Post service availability, parcel limits and estimated timeframes apply. Delivery estimates are not guarantees unless PETCAKE expressly agrees otherwise.

5. Perishable products and weather

We may delay or limit delivery if heat, transport disruption or another safety concern could make a food product unsuitable. Follow all storage, refrigeration, handling and use-by instructions supplied with the item and inspect it promptly on arrival.

6. Changes and cancellations

Contact PETCAKE as soon as possible if an order needs to change or be cancelled. A change is not confirmed until accepted and may affect price, timing, design or delivery.

Once ingredients have been purchased or production has started for a personalised or perishable item, a change-of-mind cancellation may be unavailable. This does not affect remedies for a failure to meet a consumer guarantee.

7. Faulty, damaged, unsafe or incorrect orders

Stop using the item and contact PETCAKE promptly. Keep the product, packaging and order details where safe. Clear photos and storage information help assessment but are not a condition that removes statutory rights.

Depending on the circumstances and Australian Consumer Law, the remedy may be a repair, replacement, refund, resupply or compensation for reasonably foreseeable loss.

8. Change-of-mind returns

Boat to Bowl fish dog treats are not eligible for change-of-mind returns or exchanges, including unopened packs. For these treats, we accept returns or exchanges only for quality problems, damage, incorrect items or other issues covered by your statutory consumer rights. Please contact PETCAKE before sending an item back; your Australian Consumer Law rights are not affected.

We may approve a change-of-mind return requested within 14 days for an unused, unopened, non-food product in resalable condition. Approval is required before return, and the customer pays return delivery unless PETCAKE agrees otherwise.

Custom, made-to-order, perishable, opened food and hygiene-sensitive products are not accepted for change of mind. This voluntary policy is additional to Australian Consumer Law rights.

9. Return process and private dispatch address

Do not send a product to an unconfirmed address. Contact PETCAKE first so the issue and safe return method can be assessed. Our private preparation and dispatch address is not published on the website or parcel-facing promotional material; an authorised return address is provided only when required for that return.

Approved refunds are returned to the original payment method. Payment-provider processing time may apply after the refund is issued.