Support

1. Contact us

Every message is read by a person. Please write from the email address on your PetDigest account and include your order number if your question is about an order — it lets us find you without asking for more details.

We do not offer phone support. Please never send card numbers or passwords by email; we will never ask for them.

2. Help inside the app

Open the account menu (the round profile button at the top right of the Home tab). Under Help you will find:

• Contact us — send us a message without leaving the app. You need to be signed in, and our reply arrives by email. Your earlier messages are listed there too.
• Report a bug — tell us what happened and what you expected, and attach screenshots if you like. Unless you switch it off, the report includes your app version and device model so we can reproduce the problem.
• Privacy policy and Terms of service — open the pages on this website.

3. Orders & delivery

• Where is my order? The Orders tab shows each order's current status, and the Alerts tab lists the updates we have sent you. Turn on notifications to be told when an order is on its way.
• Where do you deliver? Delivery is currently limited to the postcodes listed in Section 7 of the Terms. The app checks your postcode before checkout. Delivery windows and arrival times are estimates.
• Cancelling an order. Cancelling in the app is free while the order is still marked "Order received". Once it is marked "Processed" and until it leaves us, you can still cancel, but a cancellation fee applies; the app shows the amount before you confirm. Once the order is dispatched it can no longer be cancelled. See Returns & Refunds.
• Something missing or substituted? If we cannot supply an item in full, the difference is issued to you automatically as store credit and you are notified by email and in the app. You can ask for it to go back to your card instead from the order.
• Invoices. Tax invoices for paid orders are under account menu → Payments and invoices.

4. Refunds & returns

This is a summary. The full rules are in our Returns & Refunds Policy, and nothing here limits your rights under the Australian Consumer Law.

• Refund requests are made from the order in the app (the Report an issue card). We review every request before a refund or credit is issued. Approved refunds go back to your original payment method or are issued as store credit.
• Faulty, damaged or not as described? You are entitled to a repair, replacement or refund as required by the Australian Consumer Law. Report it from the order in the app with 1 to 4 photos, or email us with your order number and a photo.
• Change of mind. Unopened, unused and resaleable products can be returned within 14 days of delivery. Request it from the order in the app or email us. Return shipping is at your cost, and the refund is less the original delivery fee.
• Store credit is valid for 12 months from the date it is issued, cannot be redeemed for cash and cannot be moved between accounts.

5. Account & sign-in

• Forgot your password? On the sign-in screen tap Forgot password? and we email you a secure reset link. If you are already signed in, use account menu → Personal details → Change password.
• Verification email not arriving? Check your spam folder, then ask for a new one from the Verify your email screen. Links expire, so use the most recent email.
• Signed up with Google or Apple? Sign in the same way again — those accounts have no PetDigest password. If you chose Apple's "Hide My Email", we ask for a contact email so order updates can reach you.
• Changing your email address. Contact us from your current address and we will help.
• Notifications. Choose what we send under account menu → Notifications and preferences, or in your phone's notification settings.
• "This account is blocked". Email us from the address on the account if you believe this is a mistake.

6. Deleting your account

You can delete your account yourself in the app (account menu → Personal details → Delete account) or ask us to do it by email. The steps, what is removed and what we must keep are set out on the Delete your PetDigest account page.

7. Privacy & legal

• Privacy Policy — what we collect, why, and who we share it with.
• Returns & Refunds Policy — cancellations, refunds, returns and store credit.
• Terms & Conditions — orders, delivery, refunds, store credit and community guidelines.
• Delete your PetDigest account — how to close your account and erase your data.