Rewards Program FAQ's

How do I sign up for the rewards program?

Signing up is easy! Simply create an account here and enter your name, email, and password. It’s free to join and you will automatically be signed up to receive emails with insider access to sales, promotions, and all of our newest product drops. If you currently have an account you’ve already been enrolled in our rewards program so you can kick back, sign in, and start earning Points!


What are the advantages of becoming a rewards member?

Our rewards program allows members to earn more perks the more they engage with us. Members receive rewards points for each purchase (allocated when your order is shipped), that can then be redeemed towards the cost of future purchases. 

You also earn points for following us on social media, leaving product reviews, and are even gifted with 500 points just for telling us your pet’s birthday! In addition to earning points, members have the chance to earn free shipping and get exclusive access to coupons, launches, promotions, giveaways, and more.

Just remember, you must be logged in to your account to earn points. 

I already have an account. Do I need to create a new one to earn rewards?

We took care of that for you! All customers with an active account on 12 September 2023 (when we started the program) were automatically enrolled in our rewards program and awarded 50 points for having an account.

If you have had more than one customer account with us, please note that only one rewards account was created per person.


Where can I find all of my rewards account info?

The rewards page is your roadmap to all your points and perks. You can access all your info by visiting our rewards page here.


Will I receive points for purchases I made prior to creating my rewards account?

You will only receive points if you are logged in to your rewards account when you place your order and only for purchases made after 12 September 2023, which is when our Rewards program started. Make sure to create an account before placing an order so you can receive points!


What if I have an old email address or multiple email addresses and want to combine my accounts & earnings?

Unfortunately due to the limitations of our e-commerce platform, we can not merge accounts. 


Does it cost anything to begin earning points?

Absolutely not! Sign-up is 100% free, and it will never cost you anything to earn points. Make sure to visit our rewards page to get started.

What are the easy ways to earn points?

For starters- each member gets a reward just for joining our rewards program by signing up for an account. Aside from earning points through purchases, you can add your pet’s birthday to your account to earn points, leave us a review, or like us on Facebook. Access all the ways to earn on the rewards page.


Is there a limit to how many points I can earn?

Nope!  That’s the best part about being a rewards member!  You will always have an opportunity to earn more points by shopping with us, engaging with our brand and community online, and through seasonal sales.

How do I redeem my points?

Rewards points can be redeemed during the checkout process. Before checking out, ensure that you are signed in to your account. 

Once you get to the checkout screen, you will see your total available rewards points on the top left of the page.  To use your rewards, click on ‘Choose Reward’ and select the number of points you would like to redeem on the order you are placing, then continue with the checkout process. 

You must have a minimum balance of at least 250 points each time you would like to make a redemption, and points must be redeemed in increments of 250, with maximum of 750 points redeemed per transaction.


How do points convert to dollars?

250 Points = $5 AUD Off
500 Points = $10 AUD Off
750 Points = $15 AUD Off

Can I return my order if I redeemed rewards points for a discount?

Yes. If you are returning the entire order, we will refund you the total dollar amount spent after the discount was applied. The points you used to redeem the discount will also be added back to your rewards account.


I've earned points with my last purchase, but now I want to return it. What will happen to my reward?

If you use your points towards a purchase and later decide to return that item, your points will be credited back to your rewards account. For example, if you use $10 (500 points) towards a $100 purchase that you decide to return, the $90 balance will be refunded on your credit card and the $10 reward credit (500 points) will be deposited back into your rewards account.

Do points ever expire?

Your points will expire 1 year after inactivity.  

If we ever decide to end the rewards program, your points and perks will expire with the program. We also reserve the right to terminate any person’s rewards membership if we believe you are violating our Terms and Conditions e.g. by reselling products, exploiting the program, making excessive returns, engaged in fraud, abuse of privileges or inappropriate behaviour that seeks to manipulate the rewards program, or for any other reason we deem necessary based on our sole discretion.

If your account is terminated by you or us, or you opt out of the rewards program, you will lose any unused rewards as well as all points that have not been redeemed.

Why didn’t I earn points on my purchase?

After placing an order, points are applied to your account once your order has been shipped from our warehouse. This reduces fraud and allows us to check we can 100% fulfil your order before awarding you points to your account. 

Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact us at [email protected] or call us at 1300 838 746 to help apply your points to your account.

You also won’t receive points if you return your purchase or your purchase is cancelled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.


I should have earned points for a purchase/incentive but I didn’t see my account balance change. Did I get credit?

Yes!  You work hard to earn points and we want you to feel confident that all of your points are right where they should be . . . in your account!  The first thing to note is that there may be a delay in our systems communicating and points could take anywhere from minutes to several hours to appear in your account.  Remember, points are allocated when your order is shipped so won’t appear in your account until you receive a shipping confirmation email. 


However, if you feel like you have earned points but they are not showing up in your account you can also troubleshoot it with these tricks:

  • Try to refresh your browser.
  • Try to log out and then back into your account.
  • Check your ‘Rewards history’ in your Rewards account to see if the points were added without you realizing it.  Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.
  • If you still feel like your points balance is not accurate you can email [email protected] or call us at 1300 838 746 and our team will look into the issue for you.

How can I get my pet’s birthday 500 points reward?

Add your pet's birthday for one of your pets under ways to earn points on the page. On your pet’s birthday, we will send you an email confirming 500 points has been added to your account for use. 

We know many of you have more than one pet, but unfortunately due to technical restrictions, you can currently only add one pet’s birthday and will only receive one allotment of 500 points per year. 

*If we feel someone is trying to manipulate the program, we reserve the right to terminate your account at our discretion.


I signed up for my pet’s birthday 500 points but I didn’t receive it?

Happy Birthday! We’re so glad that you have chosen to celebrate your pet’s birthday with us through our rewards program.  In order for you to receive your pet’s birthday 500 points on their birthday, you must register their birthday at least 30 days prior to their birthday.  

If their birthday falls between the day that you registered and the 30-day waiting period afterwards, you will receive their birthday coupon code 30 days after your registration.  This delay is only applicable for the first year that you signed up.  

All successive birthday registrations will be emailed on their birthday to confirm the 500 points have been added to your account.  If you register their birthday through your rewards account any time after it has passed in the current calendar year, the 500 points will not be added to your account until the day of their birthday in the following year. 

Refer A Friend  FAQ's

I’ve referred several friends but haven’t received any points for it. Is there something else I need to do?

Thank you so much for sharing us with your friends!  We really appreciate it.  

In order for you to receive the referral rewards, your referred friend must:

  • Click the link in the email their received
  • Be a first-time customer
  • Sign up for an account
  • Make a purchase over $100
  • Points will be added to your account when your preferred friend has placed an order and the order has been shipped.

When this happens, you will receive an email informing you that one of your referrals made a purchase using your code and that a reward was added to your account.

You can also check your ‘Rewards History’ to see a list of points you have received for referrals.

Get $10 off your first order.*

Join us to receive exclusive content, pet health advice and much more.  

*Minimum spend $100. Coupon code is one use only.