Frequently Asked Questions
Which payment methods do you accept?
We accept Visa, MasterCard and PayPal. Orders placed over the phone are Visa and MasterCard only.
Why is my credit card being declined?
There are several reasons why your credit card may be declined. Please refer to this checklist of potential causes:
Please ensure you are entering your credit card number AND CVV2 number correctly. The CVV2 is normally an extra three numbers displayed on the back of your credit card and after your regular card number.
Many card issuers now have optional credit card security procedures configurable by you the owner of the credit card. Normally available inside your Internet banking interface, these systems allow you to setup rules associated with your credit card.
This rules include:
- The maximum individual transaction amount permitted.
- A validity period for a virtual card number.
- A new CVV2 security number.
If you have used these options available by your card issuer then you may be attempting a transaction that either:
- Exceeds your own present transaction limit.
- Is with a virtual card number that has expired.
- Has a different CVV2 number.
In any of these circumstances we recommend that you refer to the rules you have setup with your credit card. Normally you will have set these rules in your Internet banking interface or sometimes a software package that your card issuer provides.
It may be as simple as increasing your preset transaction limit or generating a new virtual card number with a new expiry date.
Are the prices in Australian dollars?
Each domain, TrixanPet.com.au,TrixanPet.com, and TrixanPet.co.uk sells in it's local currency so only TrixanPet.com.au sells in Australian currency. This ensures that what you have been charged is the final figure, no hidden currency conversion charges will appear later on your credit card statement. Please check that you are shopping in your country by checking the drop down menu at the top of the screen.
Do you accept cheques or money orders?
No, at this stage we only accept credit card payments.
Haven't received order yet?
You will receive an e-mail confirming your order has been dispatched. Delivery within Australia takes between 2 to 5 working days from date of dispatch via regular post. Allow 5 to 10 working day's for deliveries to the US and UK from date of dispatch. Please include your order number and shipping address when contacting Customer Service to query your order status. You can either e-mail or call Customer service for assistance. Each domain has a 24/7 free-call number listed on the top of every page.
Can I track my order?
To check the status of an order you have placed with us, simply log into your account and go to the order history page.
Can I cancel my order? How do I do this?
You can cancel an order provided it hasn't already been shipped. Most orders are shipped very quickly, so please contact us immediately if you need to cancel your order. To do so, please email us with your order number and include the word 'cancel' in the subject line.
What is your returns policy?
We offer you a 100% "no questions" returns policy*
If you wish to return an item for an exchange or refund please contact Customer service for assistance. Please state your reason for return and advise if you would like an exchange or refund. Please provide a full description of your requested exchange. At this time they will issue you with a "return authority number" and a return address. Please note that no returned items will be accepted without an accompanying RAN
Please note that postage charges for returning items for refund or exchange are to be paid by the customer. The cost of shipping exchanged items back to the customer will be paid for by Trixan Pet.
We will accept returns up until 45 days from original date of dispatch. If returning items outside of Australia, we recommend that you register returned items as we cannot accept responsibility for items lost in transit.
Gift with Purchase
If I have received a gift with purchase and return the purchased item, may I keep the gift?
Yes, it remains a gift to you from Trixan Pet.
Do I have to register to place an order?
You don't need to register to browse our store and add items to the shopping basket. However, you will be asked to register when you make a purchase by going through our checkout process. As a registered user you will have the advantage of being able to use our express checkout as well as check on your order status and update your details through the 'My Account' facility.
How do I register?
You will be registered automatically when you place your first order.
What are the benefits of registering?
It simplifies the check out process. Once you are registered, you can use the 'express login', saving you the trouble of entering your address information again. You will also have the option of receiving news letters and special offers in the future. We value your support and respect your privacy. We will not give your personal data to any person in any circumstances. General Information
How do I find an item?
Intuitive site navigation is a primary focus at Trixan. You can navigate through the Trixan Pet site without having to be a computer expert making the experience easy and rewarding. You can also type in your search choice into the "Search" box at he top of the page.
How do I place an order?
Once you have selected your item, purchase by selecting quantity, then add the item to your cart. Each time you add an item you will be taken to your shopping cart. Click on 'continue shopping' to add more items to your cart or proceed to checkout if you have finished shopping. You may review or edit your items at any time during your shopping experience by clicking on "View shopping cart"
Once you have decided on your purchases, proceed to checkout. On the login/register page scroll down to new customer registration and fill in your details unless you are a returning customer. You need to make up a password here so you can use the express login for future orders. Click on register- You will then be taken to the order confirmation page. If your order and address details are correct, click on proceed to payment. Once the transaction is finalized you will receive an e-mail confirming you order has been successful.
Is the Trixan Pet website secure?
Doing business with us is safe. Our web site uses industry standard 128bit SSL encryption to accept secure credit card payments. 128bit SSL is regarded as bank grade encryption and is the highest level supported by a standard web browser.
We will not disclose any of your personal data to any person under any circumstances.
Does my purchase include sales tax?
For any purchases in Australia, a 10% GST surcharge is included in all Trixan Pet purchases
In order to ensure that we meet and maintain our Privacy standards, we have appointed a privacy officer. Should you wish to contact us in relation to Privacy, please email us at firstname.lastname@example.org
Please note that we cannot and do not assume any responsibility for the privacy or security practices of any other web sites which you may be able to access through our site, or for our customers' level of compliance with our code.
What Information Do We Collect?
Trixan Pet collects different information about you at different times. There are three broad categories of information that we collect from you.
Information we require to supply our services
When you first register with Trixan Pet for our services we request information such as your name, address, telephone number and email. We may also ask for your age and gender.
We may also monitor and/or record telephone conversations with you from time to time in order to train staff and to improve our service to you.
Non personally identifying information.
In addition to the information you specifically provide above, Trixan Pet operates statistics gathering software on its web site to collect information about the number of visitors coming to the site. No identifying information is collected by this software. The software records the IP address of the visitor only. We use this information to improve our own technical structure and performance, and to determine which areas of our web site are most popular.
Other demographic information. If you respond voluntarily to our surveys or other interactive communications, we collect the responses and use the information to improve the quality and range of Trixan Pet's products and services.
How Do We Use Personal Information We Have Collected?
We will treat all information we collect from you as strictly confidential. Trixan Pet does not rent or lease its customer lists to third parties. We will not reveal, disclose, sell, distribute, rent, license, share or pass onto any third party any personal information that you may have provided to us unless we have your express consent to do so, other than in the circumstances set out in the next paragraph.
We will disclose your personal information, without notice or your consent, only if:
We are required to do so by law or in the good faith belief that such action is necessary to conform with the laws, applicable code of conduct or legal process served on us in relation to our business or web site.
To protect and defend the rights or property of Trixan Pet.
If we consider it necessary to do so in order to enforce or apply the terms of any of our agreements with you.
If we sell our business or part of it.
In extreme circumstances, to protect the personal safety of users of Trixan Pet's services, its web site, our staff or the public.
You may stop the delivery of future promotional email from Trixan Pet by following the specific instructions in the email you receive. These instructions will tell you how to remove your name from our promotional email list.
Trixan Pet has implemented security features in our database to protect your personal information from unauthorized access. We maintain our servers in a controlled, secured environment. Only staff who need to have access to your personal information in order to perform their job function are authorized to access the database. Constant changes to the Internet and technology mean that we cannot guarantee that data transmission will be 100% secure, or safe from attack by unauthorized intruders.
How To Access & Correct Your Personal Information
From time to time you may need to update your personal information. We keep this information in a secure environment which you can access through Account Admin. In order to amend any of your personal information, you will be required to give your user name and password.
If you contact us via telephone, you will need to answer a few security questions before any personal information is revealed or amended.
If you have a complaint about any aspect of our Privacy procedures, please contact our Privacy Officer on email@example.com. We will deal promptly with your complaint. If we cannot resolve the complaint to your satisfaction within a reasonable time, you or we may refer the complaint to the Privacy Commissioner.
How much does shipping cost?
Our freight charges are very reasonable and calculated based on the weight of your order. You can find out the freight costs on the order confirmation page, during the checkout process.
How is my order shipped?
We ship by regular mail in Australia. Delivery usually takes between 3 - 5 business days.
Can you expedite my order?
At this time, we only support shipments by regular mail in Australia.
Introduction to TrixanPet
Trixan Pet welcomes you to a better way!
At Trixan Pet our mission statement is to provide you with the most current products from top Australian and overseas brands. Our company has a long history of on-line retailing and Trixan Pet has been created with the same vision and commitment to service as our other on line stores.
We have a global network of resources at our disposal to achieve our mission of providing you with the best brands, excellence in service and the best value for your money. Shopping from home has never been easier with secure trusted payments, a "no questions" returns policy, a wider choice of goods at your finger tips and world class site navigation.
Our customer service department is here to help you with any questions you may have regarding our products or services and is contactable on a Free call number or by e-mail 24/7.
We welcome your feed back and invite you to contact us by phone or e-mail with any suggestions you may have. Enjoy your shopping experience at Trixan Pet.