At Ace Dog Supplies, we value the time you have taken to visit our store, which is why we are totally committed to being there when you need us. It doesn’t matter what your questions is, or what help you may require, we’re ready to take your phone call, your email or even your letter! Try us out, we’d love to hear from you..

Please take a look at some of our commonly asked Customer Service Questions.

Ordering | Order Tracking | Returns & Exchanges | Delivery Questions | FAQ | Security & Privacy

STORE HOURS: Ace Dog Supplies is open for online orders 24/7 365 days a year. You can shop any time!

CUSTOMER SERVICE HOURS: Our Customer Service department is available between the hours of 9am – 5pm (est) Monday – Friday

Ordering

How do I place an order?

Ordering is easy and convenient! We offer three Easy ways to order.

1.    You can order direct from our website using our secure online ordering system.

2.    You can call us directly and place your order over the phone

3.    You can print out our order form and mail/fax it in

1.    Online: Simply select your favourite items, add them to your shopping cart and click "checkout" for your order total. Once you have entered your shipping address, the delivery total will appear. Then just follow the instructions and enter in your payment details.

2.    Call Us: Take a note of the product stock code, any colour preferences etc and call our Customer Service team during business hours.

3.    Mail/Fax: Print out our ordering form, and carefully complete all fields ensuring you accurately fill out your personal details, payment information and product codes etc. Then call our Customer Service department for delivery costs before mailing or faxing your order.

Can I place orders by phone?

We accept phone orders at 1800 783 890. Our customer-care consultants are available Monday through Friday 9AM to 5PM EST. to answer your questions. We'd love to talk to you!

Can you put a "rush" on my order?

If you need your items before the normal processing and shipping time, please call customer service at 1800 783 890 during regular business hours Monday to Friday 9AM to 5PM EST. We will do everything we can to accommodate your request, however extra delivery charges will apply.

What are my payment options?

1. Orders can be placed online using Visa or MasterCard.

2. PayPal - We accept Paypal Payments

3. You can also pay via cheque or Money order made out to Ace Dog Supplies

4. You can pay via Direct deposit into the following account

Please note that all orders by cheque or money order will be shipped once payment has cleared.

Contact our customer service department for shipping costs if making a payment through cheque, money order or direct deposit.

Do you charge GST?

Yes we do. All our prices are inclusive of GST.

Do you have a minimum-order requirement?

Ace Dog Supplies has no minimum-order requirement.

Order Tracking & Updates

How do I check the status of my order?

You can track the progress of your order using the tracking number issued by Australia Post. You will receive instructions via email on how to access your tracking information.

Will I get an email confirmation after I place my order?

Yes, you will immediately receive an email confirmation of your order.

How do I make changes or cancel my order?

Please verify your order confirmation immediately upon receipt to verify the details of your order. You may make changes or cancel your order as long as the order is has not been processed and has not been personalized. We strongly suggest you speak with a customer service representative at 1300 as soon as possible with changes or cancellations so we can accommodate your request without any additional charges. If an order has been despatched no changes can be made.

What if my order is undeliverable?

If Australia Post is unable to deliver your order due to an incorrect address, the order will be returned to us. The sender is responsible for any additional delivery fees charged by Australia Post to redeliver the package.

Returns and Exchanges

What is your return and exchange policy?

We pride ourselves on carrying high-quality items, and we hope that you will be pleased with your order. When you receive your order, please inspect it carefully to verify that all items meet your expectations. If, for some reason, you are not satisfied with your purchase, please contact our customer service department on 1800 783 890 for a return authorization number (RAN) within 5 days of receipt. Please note, your return authorization number will expire 7 days after issuance.

Then clearly write the RAN on your return delivery label.

PLEASE TAKE NOTE: The customer is responsible for delivery. We do not refund delivery charges. No credit is given for lost return packages and nonreturnable items returned to us will not be shipped back to the sender nor credited to their account. We do strongly recommend that you use additional postage insurance as we cannot be responsible for damaged or lost return packages.

How long before I receive my refund?

After we receive your package and inspect the items, you will receive an email confirming credit total. Credit will be issued in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.

Can I return personalized items?

Due to the nature of these items (i.e. they cannot be resold,) personalized products and gifts are non-returnable and non-refundable.

Which products can’t I return?

Due to the nature of these items (i.e. they cannot be resold,)the following product categories cannot be returned: DVDs, CDs, Books, Food Items, Supplements, Dewormers, Flea and Tick Topical Treatments, Custom Orders (non-stock or large quantities of in-stock items), Discontinued Items and other select products.

Do you charge restocking fees?

We do not charge re-stocking fees if a RAN is issued within 5 days of the original purchase. However Ace Dog Supplies reserves the right to charge a 15% restocking fee thereafter.

What if I received my order, but some items are damaged?

Please inspect all items carefully when you receive your order. Ace Dog Supplies can not control the delivery process once the product leaves our warehouse, and therefore is not responsible to replace damaged products during delivery. All our items are checked to be in excellent condition before being sent. We strongly recommend that you take out additional postage insurance for the delivery of your products.

Delivery Questions

When will my order be delivered?

Our shipping model is easy to understand! Processing time (picking and packaging your order; personalizing if requested) plus mailing time equals delivery time. Each order is processed within two business days. If an item requires personalization, production time could take longer, depending on the item.

To offer you the widest selection of high-quality and unique products, we use additional vendors for some of the items on our Web site.  Because delivery may vary depending on the vendor, please be aware that some times may vary. Please note that, in some cases, you may receive multiple packages. 

Do you ship to Post Office Boxes?

Unfortunately, we cannot ship to PO Boxes. We are required to have a physical address for delivery.

Do you ship internationally?

At this time, we do not ship outside Australia.

How are my delivery charges calculated?

Delivery charges are calculated during checkout and are based on the weight & size of the items you selected and the delivery destination.

What are your shipping options?

We work with Australia Post and offer their standard delivery service. If you would like a more expedited option, simply contact our Customer Service Department. Please keep in mind that any delivery option other than the standard option incurs a premium shipping fee. Even if you choose to upgrade your delivery time, regular order processing times still apply.

 Will the items on my order come together or separately?

In order to offer our customers the widest and most unique selection, some items may ship separately. You will not be billed for each shipment – only one shipping charge will be added.

FAQ's

Do you have a printed catalogue?

Unfortunately, we do not offer a printed catalogue. You can view our entire collection online.

I am a vendor. How do I submit my products for consideration?

In our quest for unique products we welcome vendor enquiries. Please email us here

For more, read our FAQ page.

Privacy and Security Policy

Are online transactions on your site secure?

All the information you provide, including your credit card information, is secured using 128 bit Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet. In addition, our site is tested and certified daily to pass the Geo Trust Security Scan. Research indicates that sites remotely scanned for known vulnerabilities on a daily basis, such as those earning GEO Trust certification, prevent over 99% of hacker crime.

When you shop online for anything, and you type in your credit card details and click the button to make your payment, your credit card details are sent to a payment facility. It is during this time that your information can be intercepted and hacked into if the site is not protected. You can rest assured that Ace Dog Supplies has spared no expense in ensuring that your data is safe and hacker proof - and that's why we invest thousands of dollars each year ensuring we are hacker proof. The third party service we use to make sure your information is secure is called "Geo Trust". You can see that they are monitoring our site "Live" because their logo is present at the top of every page. When ever you see the "Geo Trust" logo, you can rest assured that your data is actively being protected!

How do you use my contact information?

We request your email address so that we can email you an order confirmation. We request your phone number to contact you in case we need to give you an order update. Rest assured, we never rent or sell your contact information to anybody, for anything. For more, read our Privacy Policy