Terms and Conditions


We are proud to serve you and meet your requirements, but we also have to have boundaries in order to safeguard everyone.  As mentioned, we offer free delivery for orders $70 and over. Orders under this will incur a $10 delivery fee, to cover the cost of running expenses and time.  We currently deliver throughout North Burnett region, from Blackbutt to Monto,the 3rd Friday of the month, and Brisbane area - including Ipswich on the 1st Friday of the month, excluding December.  


With every order, we ask that your dog/s be restrained to allow easy access to your door, so no harm will come to anyone.  If pets are not restrained, and it appears no one is home, we will not attempt to enter your property, and as such your order will not be delivered. In the best interest of everyone - human and pet- please remember to restrain pets, or notify us when ordering, of a safe place, out of direct sunlight, to leave your goods.


While in a perfect world we would like for you to be home when we deliver, we understand that in the realistic world, work/life commitments may not allow for this.  On the day of your delivery, we will send an SMS stating the approximate delivery time your order should arrive, and this will be in 2 hour blocks, so please ensure your mobile number is included during Checkout. If you will not be home, it would be appreciated, if you have an esky that you can leave out for your chilled and frozen items, so we can transfer the items into it.  All chilled and frozen products will be delivered in seal styrofoam boxes, which we are happy to leave if you do not have an esky, but they need to be returned during your next order. 


Purchases need to be paid for, prior to delivery, via secure checkout with eWay or Paypal, or if you wish to pay via Direct Deposit from your bank to ours, select Offline Payment in Checkout. You could also include a suitable time to deliver or a place where I can leave your order, if you will not be home.  Either option gives you the freedom to pay when and how you want, which also allows you to plan ahead and work the payments into your budget, and know that your loyal friends food and supplies, will be delivered when needed. 


Fauna Friends regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Fauna Friends users, and conforms to Internet privacy standards.

If you have questions or concerns regarding this statement, you should first contact Kathy at Fauna Friends.


Collection of Information


In order to use the Fauna Friends website, we may require information from you in order to provide the best service possible.

All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email.

Any information collected by Fauna Friends is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website.


Use of Collection Information


Any details collected from Fauna Friends customers is required in order to provide you with our products and/or services, and a high level of customer service.

Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of Collected Information The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). We never ask for Credit Card details, as all payments are made through the Secured Paypal site.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

If you have any questions about security on our Website, you can email us at faunafriendspets@gmail.com.

Access to Collected Information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at pawznclawzpets@gmail.com.




If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, mobile number and postal/delivery address) 

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you. To ensure that you receive all products require, it is requested that Orders be place at least one week prior to delivery day.  Orders that are being personally delivered will be dispatch within 7 days of ordering, depending when the order is placed. Items purchased to be posted will be dispatched within 2 days.




Fauna Friends uses personally identifiable information for essential communications, such as Emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at faunafriendspets@gmail.com.

You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.


Third Parties


Fauna Friends may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service.

These third parties are prohibited from using your personally identifiable information for any other purpose.

Fauna Friends does not share any information with third parties for any unknown or unrelated uses.


Fauna Friends will not be held responsible for any dealings with third party business linked to this site. Customers dealings with third party business' will be conducted by Customers own choice. Fauna Friends do not receive any rewards or payments for including these third party business' as referrals.




We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.


Links on the Fauna Friends site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of faunafriends.net.


Changes to Privacy Policy


If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by Email, or by means of a notice on our homepage.


Fauna Friends Security Policy


Fauna Friends uses Paypal for its online credit card transactions. Paypal processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the Paypal gateway are secured payments.

• Payments are fully automated with an immediate response. • Your complete credit card number cannot be viewed by Fauna Friends or any outside party. • All transactions are performed under 128 Bit SSL Certificate. • All transaction data is encrypted for storage within Paypal’s bank-grade data centre, further protecting your credit card data. • Paypal is an authorised third party processor for all the major Australian banks. • Paypal at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Pawz 'N' Clawz Pet Supplies.

For more information about Paypal and online credit card payments, please visit www.paypal.com


Delivery Policy


After ordering online, you will receive an email confirmation from Paypal containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering. We will attempt to deliver your goods on the designated days; however if goods are unavailable,  you will be notified  and offer a refund for that item of for delivery of that item the next time we are in the area. To ensure this never happens, it is requested that Orders be place at least one week prior to delivery day.  Your goods will be delivered by the owner of Fauna Friends & Pawz 'N' Clawz Pet Supplies, to give a personalised service, as we do not currently use Courier Services for "local" orders.  Orders that are being personally delivered will be dispatch within 7 days of ordering, depending when the order is placed. Items purchased to be posted will be dispatched within 2 days.

Free Delivery for orders $70 and over, is only available on orders within the Brisbane, Ipswich, Scenic Rim, North Gold Coast and South/North Burnett areas. Orders from other areas will incur a delivery fee, dependant upon order value, weight and area for delivery.

If you wish to query about delivery, please contact us at faunafriendspets@gmail.com.

Cold/Frozen products, such as meat and BARF, cannot be sent via Courier or Australia Post, except for those that live in the

Rockhampton & Gladstone areas, as per delivery areas stated below. 

Refund & Returns Policy


If for any reason you are not completely satisfied with your purchase we will give you a 7 day money-back guarantee from the time you receive the goods. Please email us at faunafriendspets@gmail.com within that time if you are not satisfied with your purchase so that we can resolve any problems.

All orders will be checked and double checked before leaving our depot for accuracy of order and to also ensure products are in good condition. We will not give refunds if a Customer changes their mind on a product for any reason, nor will we refund on frozen items, such as the meat and BARF.

This refund policy does not apply to goods which have been worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition. All postage and insurance costs are to be paid by the buyer. We recommend that you return the product via Registered post and that you pre-pay all postage. You assume any risk of lost, theft or damaged goods during transit, therefore advise you take out shipment registration of insurance with your postal carrier. Fauna Friends will not be responsible for parcels lost or damaged in transit if you choose not to insure.

Lay-By Terms and Conditions

 1. Period
All Lay-By agreements run for a maximum period of 12 weeks. If the customer fails to maintain the
instalments agreed by that period, the company reserves the right to cancel the agreement and place
the item back out on display.

 2. Payments
Payments may be made through Paypal, eWay or EFT (Bank Transfer). All major credit cards, cash and bank
cheques are accepted. With each payment made a receipt will be issued, showing the amount paid and the balance remaining outstanding. Fortnightly payments are required as a per minimum.

 3. Collection of Goods
No goods can be taken/delivered prior to all payments being received. No alterations for sizing, brand, etc. can be done until the goods have been paid for in full. 


 4. Warranty
All applicable warranties commence from the period of collection and not from the start of the Lay-By.

 5. Customer Cancellation of Lay-By Agreement
You are entitled to cancel your Lay-By agreement at any time prior to the collection/delivery of the goods. All
funds paid, less applicable fees will be reimbursed to you by Paypal Refund or Bank Transfer, within 14 days from request of cancellation.
Payments made by credit card - All payment amounts will be refunded to the original credit card.
All refund amounts are less the termination fee. 

 6. Company Cancellation of Lay-By Agreement
The company may cancel the Lay-By agreement if the customer fails to meet the payment schedule
and applicable termination fees will apply where the customer has failed to comply with the
agreement.  Fortnightly payments are required as a per minimum.
The company also reserves the right to terminate the agreement if they are unable to supply the
item, the goods have been deemed to be faulty or they cease to trade. No termination fees will apply
where the company has enacted any of these rights.

 7. Termination Fees
Companies are entitled to charge a reasonable termination fee for cancellation of Lay-By agreements.
The fees applicable to your agreement are $10.00 if cancelled within the first month and an added
$5.00 per month for each consecutive month in addition. The maximum fee charged is $35.00, as all
agreements will automatically be cancelled after three months if the agreement has not been
maintained, or an extension has not been requested and approved.

Further Information on Rights
To source further information regarding your right under any Lay-By agreement, you can locate this
on the following websites:
The Australian Competition and Consumer Commission
The Australian Consumer Law 

Delivery Areas & Days    


Brisbane, Ipswich, Logan & Scenic Rim Region - 1st Friday of each month (starting 7 June 2019)

South/North Burnett Region - 3rd Friday of each month (starting from 21 June 2019)

Rockhampton/Gladstone - orders dispatched 4th Friday of each month, with Rocky's Own Transport, and need to be collected from their depot from the following Tuesday


***South/North Burnett Region covers - Blackbutt, Binjour, Biggenden, Coominya, Eidsvold, Esk, Fernvale, Gayndah, Gin Gin, Goomeri, Gootchi, Gympie, Harlin, Kenilworth, Kilcoy, Kingaroy, Maryborough, Monto, Moore, Mount Perry, Mulgildie, Mundubbera, Nanango, Somerset, Tansey, Toogooloowah, Yarraman

***Scenic Rim Regions - Aratula, Beaudesert, Biddaddaba, Boonah, Laravale, Canungra, Tamborine, Wonglepong, Josephville

***Northern Gold Coast & Scenic Rim Regions - Beaudesert, Biddaddaba, Laravale, Canungra, Pimpama, Ormeau, Tamborine, Wonglepong, Josephville


Closed every Sunday and Public Holidays