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Take a look through our FAQ's!

General Information

How can I contact Get Flocked?

To get in touch with us, you can give us a ring on +61293105787. Our friendly team is ready to assist you during our business hours.

If you prefer written communication, feel free to reach out via our Customer Support Portal.

We're here to help however we can! 😊

Do you have a physical store or only an online presence?

Yes, we do have a physical store! 🏬 You're more than welcome to drop by and explore our products in person. For details on our store location, hours, and any other information you might need, feel free to check our website.

We can't wait to welcome you in person! 😊

Why have I been charged for Shipping Protection from Damage, Loss & Theft

Great question! 😊 The charge for Shipping Protection is an optional feature, and you have the choice to opt out during the checkout process. This protection ensures coverage for shipments in case of loss, breakage, or theft. If you prefer not to have this protection, you can easily remove it during checkout.

Additional Benefits:

  • Protection for lost, broken, or stolen parcels
  • We handle the entire end-to-end investigation with the relevant shipping carrier
  • You might even enjoy an upgraded shipping carrier, possibly including a free Express Shipping upgrade. 🚀

Please note that this charge cannot be refunded if you haven't opted out during the checkout process.

Your peace of mind is our priority, and we're here to provide the level of protection that suits your preferences!

Quarantine Restrictions for Western Australia & Tasmania

Buyers are responsible to check with your local customs office regarding the import of products, restrictions, prohibited items, taxes, tariffs, fees and any other applicable duties. We will endeavour to check all orders to the above locations, however, Get Flocked will not be liable for packages that are seized, refused entry, held for delivery or fines issued. Please be advised that orders containing any of the following are unable to be fulfilled:

  • Any product containing seed (Seed mixes, seed treat bars, grass, etc)

If we can't ship an item to your location, we'll offer you a store credit. If you prefer a refund, please note that a restocking fee will be applied.

Product/Service Information

I'm not sure if a product is suitable for my bird

We aim to include details about sizing and recommedations in all our product descriptions. If you are still unsure if a product is right for your bird, please reach out to us for assistance.

What if I want a product that's not listed on your website?

We always do our best to continually update our product offering based on customer feedback. If you have seen an item elsewhere, chances are we can get it in for you. Please use the contact us form to submit your request and provide as much information as possible Eg: Product Name, where you seen it and other information you think may help us track this down for you.

The item I want is out of stock

Visit the product page, where you'll find a button that says "Notify me when available." Simply enter your email, and we'll automatically notify you as soon as it's back in stock!

Do you sell Gift Cards?

Absolutely! We offer digital giftcards in amounts of $10, $25, $50 & $100.

Please note that they're are digital products and you will not receive a physical card.

Orders & Shipping

Do you offer Click & Collect?

Yes we do!

Customers are typically notified when their orders are ready for collection within an hour. Please check our store trading hours for collection times.

How quickly will my order be sent?

We aim to get your goodies to you as fast as possible, so all orders placed on weekdays will be processed and dispatched within 24 hours. We aim to get all orders out the door before 3pm on the same day!

However there is an exception:

  • To maintain maximum shelf life, some medications and food items are available via backorder and are dispatched within 7 days. To maintain fresh stock these are ordered in when purchased. If your order contains a backorder item, we will hold the order until it can be shipped together. If you require items to be dispatched earlier, we recommend completing separate purchases.

Orders placed on a weekend or a public holiday (Sydney, NSW) will be processed within 24 hours of the next business day we're open.

How quickly will my order arrive?

Once dispatched, please allow 2-3 business days for delivery service within metropolitan areas.

For orders outside of metropolitan areas, please allow an additional 1-2 business days and up to 5 business days for WA, parts of QLD, NT and Tasmania.

I want to add something to my order

We can only make changes to items in your order if it has not yet been fulfilled or shipped.

Please note that additional shipping charges may apply for extra items as our shipping charges are weight based.

Can I change my shipping address?

Unfortunately, no. Due to security and fraud checks, the address of an order cannot be changed once it has been submitted. This measure is in place to ensure the safety and integrity of your order information. Please double-check the accuracy of your shipping address before completing your purchase.

I want to remove something from my order

For further information on returns and exchanges, refer to our dedicated FAQ section on "Returns and Exchanges"

Is a Signature on Delivery Required?

We know being home is always hard to accept your deliveries, so most parcels are set to Authority To Leave. Authority to Leave or "ATL" gives permission for drivers to leave the parcel at the delivery address without a signature (as long as it is safe to do so).

If your order has been marked as Signature required, you can authorise this to be left in a safe place with the carrier.

What are the shipping options and costs?

We've got you covered! 📦 We primarily use Australia Post, our preferred carrier, and Couriers Please based on your selection during checkout. Occasionally, we may opt for the most cost-effective method to ensure your goodies reach you efficiently, using a mix of Australia Post and Couriers Please.

Shipping costs depend on factors like the weight of your order and the final destination postcode and are set by the carrier. If you come across an unexpectedly high shipping cost, feel free to reach out to us. We're here to help and make sure you have a smooth shipping experience! 😊

My order has been returned to sender

If your order is returned to us, no worries! We'll process a store credit for the products once we receive the parcel. However, please note that we can't refund the original shipping cost or any extra return-to-sender fees. Just so you know, there's a $10 return-to-sender fee, and we'll deduct that from your store credit.

To avoid any hiccups, make sure your shipping address is accurate when placing an order. We've got your back with notifications for when your parcel is on its way and when it's delivered.

Can I track my order?

Customers who have selected Australia Post as a delivery method & signed up for a MyPost account will have the order automatically added (provided the same email address is used) to their tracking and receive tracking alerts automatically.

Customers who have selected CourierPlease will receive email notifications directly from the carrier.

My order has arrived damaged or missing items

We want your experience to be perfect! Please take a moment to inspect your order upon delivery. If you find any issues, like a defect, damage, or if you received the wrong item, don't worry—just reach out to us within 24 hours of delivery. We're here to make it right!

To get started, complete a quick claim through our Returns & Exchange Portal.

For customers who have purchased Shipping Protection, we will take care of the process for you.

If your item was sent via Australia Post, we may ask that you take the damaged item and all packaging to be assessed at an Australia Post store.

My order hasn't arrived or has been marked as delivered

If your order hasn't done the expected arrival dance or has pulled off a surprise "delivered" move, worry not! Once your package is in the hands of our carrier partners, they're the go-to party planners for current updates and info. Each parcel delivery is marked with GPS so they can find it a lot quicker than us!

Australia Post

CouriersPlease

Quarantine Restrictions for Western Australia & Tasmania

Buyers are responsible to check with your local customs office regarding the import of products, restrictions, prohibited items, taxes, tariffs, fees and any other applicable duties. We will endeavour to check all orders to the above locations, however, Get Flocked will not be liable for packages that are seized, refused entry, held for delivery or fines issued. Please be advised that orders containing any of the following are unable to be fulfilled:

  • Any product containing seed (Seed mixes, seed treat bars, grass, etc)

If we can't ship an item to your location, we'll offer you a store credit. If you prefer a refund, please note that a restocking fee will be applied.

Returns and Exchanges

What is your return policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. For the benefit of doubt, receiving your item is deemed as recieved when the item has been marked as delivered.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging unopened. (Refer to Exceptions/non-returnable items)

Returns will be handled according to the reason for their return, and refunds will be issued in the form of a store credit or product exchange.

What are your exceptions/non-returnable items?

Certain types of items cannot be returned, like perishable goods (such as food, treats, medications), custom products (such as special orders or personalised items), sale items and certain products for the safety of your pets (Aviator Harness, FlightSuits or any other product that has been in contact with your pet).

Unfortunately, we cannot accept returns on sale items or gift cards.

Nothing in this clause is intended to exclude any of your statutory rights as a consumer under Australian Consumer Law. All requests for refunds/credit will be addressed in accordance with Australian Consumer Law.

Are there any restocking fees?

For store credits or exchanges no restocking fee applies.

If we process a refund back to the original payment method, under our discretion, a restocking fee of 10% applies to change of mind, incorrect purchases or items that are prohibited from being sent to your location due to quarantine restrictions, to cover unrecoverable merchant costs. This fee will be automatically deducted from your refund amount.

What are the return shipping costs?

You're in charge of the return shipping costs where you have changed your mind or made an incorrect purchase. For your peace of mind, we highly recommend using a tracking service for all your returned items. Keep in mind that if anything goes missing during the return shipping, Get Flocked won't be able to take responsibility for it.

How do I initiate a return or exchange?

Ready to make a return? Great! Head over to our dedicated Returns & Exchange Portal to submit your Return & Exchange Request.

Once your return is approved, we'll promptly send you easy-to-follow instructions on where and how to send back your package. Please note that items sent without prior approval won't be processed. We're here to make the return process hassle-free for you!

What's your return policy on Animals?

If within 3 days an animal (except fish) is not acceptable to the purchaser for any reason, Get Flocked is required to take the animal back and refund 50% of the purchase price of the animal.

If within 7 days an animal is not acceptable to the purchaser for health reasons, excluding injury, and the complaint is supported by a veterinarian, Get Flocked and the animal owner will negotiate in good faith to achieve an equitable outcome.

My order has been returned to sender

If your order is returned to us, no worries! We'll process a store credit for the products once we receive the parcel. However, please note that we can't refund the original shipping cost or any extra return-to-sender fees. Just so you know, there's a $10 return-to-sender fee, and we'll deduct that from your store credit.

To avoid any hiccups, make sure your shipping address is accurate when placing an order. We've got your back with notifications for when your parcel is on its way and when it's delivered.

What happens to my Flock Rewards or Promotional gifts I received if I am eligible for a refund?

When a refund is processed, any points accrued (including bonus points) will be automatically adjusted to reflect the return.

From time to time we offer promotions, including but not limited to free gifts, when certain criteria is met. If your return causes your original order to drop below the criteria, promotions provided as part of your orginal order must also be returned. Unreturned goods will have their cost (as at return date) deducted from your refund.

Subscriptions & Backorders

What does Back Order mean?

Great question! 🤔 When an item is marked as "Back Order," it means that the product is temporarily out of stock, but fear not – it's on its way! By placing a back order, you're securing your spot in line to receive the item as soon as it becomes available again, generally within 7 day.

Orders comprising back order items, will be processed for fulfillment, as soon as the backordered items are available.

How do subscriptions work?

When you purchase a subscription you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select.

Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance.

Some subscriptions may auto-renew at the end of their duration. If you don't want to renew a subscription you can cancel it.

If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there.

A product I want to subscribe to is not available for subscription. Why is that?

Totally get it! 🤔 Some products may not be available for subscription due to varying factors like stock availability and lead times to restock. No worries, though! If there's a specific item you're eager to subscribe to, just reach out to our awesome customer support team. They'll work their magic and see what they can do to make sure you get what you want.

Contact us, and we'll do our best to assist you. 🌟

Promotions & Discounts

How do I apply discounts on GetFlocked.com.au?

At GetFlocked.com.au, unlocking discounts is a breeze. Simply enter the provided discount code during the checkout process, and watch your savings instantly reflect in your order total.

Can I use multiple discount codes for a single order?

To streamline the process, we currently allow the use of one discount code per order. Choose the code that aligns with your preferred promotion or offers the best value.

Do discounts cover all items in my cart?

Absolutely! Unless stated otherwise, our discounts typically extend to all eligible products in your cart. Take a moment to review the terms and conditions associated with each discount code for any specific restrictions.

How do automatic discounts function on GetFlocked.com.au?

Our automatic discounts work seamlessly, triggered by specific conditions like order value or the inclusion of particular products in your cart. No need to enter a code – enjoy a hassle-free discount experience during checkout. However, it is important to note, that only 1 discount can be applied per order.

What happens if I refund an order with a discount applied?

In the event of a refund, the reimbursed amount is calculated based on the discounted price initially paid. Please note that refunding an order does not automatically reinstate the used discount code for future use.

When a refund is processed, any points accrued (including bonus points) will be automatically adjusted to reflect the return.

From time to time we offer promotions, including but not limited to free gifts, when certain criteria is met. If your return causes your original order to drop below the criteria, promotions provided as part of your orginal order must also be returned. Unreturned goods will have their cost (as at return date) deducted from your refund.

Are there product restrictions for discounts?

Certain products or collections may be excluded from discounts. Take a moment to review the terms and conditions associated with each discount code for any specific restrictions.

What should I do if I forget to apply a discount code during checkout?

Discount codes must be entered at the checkout stage to be redeemed. Unfortunately, once a transaction is completed, it cannot be altered or refunded to apply a forgotten code. Our sincere apologies for any inconvenience this may cause.

What promotions are currently available?

At Get Flocked, we prioritise our newsletter subscribers by offering exclusive promotions and discounts directly to their inbox. Subscribing to our newsletter ensures you receive the latest and most exciting deals firsthand. Additionally, we occasionally share promotions on our social media channels for our broader audience. To stay in the loop and enjoy exclusive offers, be sure to subscribe to our newsletter and follow us on Instagram & Facebook

Are there any loyalty programs or rewards?

Yes, we're thrilled to introduce our loyalty program called "Flock Rewards." As a valued member, you'll earn points with every purchase, which can be redeemed for exclusive discounts, special offers, and more. Flock Rewards is our way of expressing gratitude for your continued support. It's free to join. Learn more about Flock Rewards

Account and Profile

How do I create an account?

Creating an account with Get Flocked is quick and easy! Follow the prompts to enter your information, and voilà, you're all set! Having an account allows you to track your orders, save your favourite items to your wishlist, and enjoy a faster checkout process. Create an account

How can I reset my password?

If you've forgotten your password, no worries! On the login page, click on "Forgot Password" and follow the instructions to reset it. You'll receive an email with a link to create a new password. Make sure to choose a secure password that you'll remember and always never share your password!

What information is stored in my account?

Your account at Get Flocked securely stores your basic information, such as your name, email address, and shipping details. This information is used to streamline your shopping experience and ensure a smooth checkout process. We prioritise the privacy and security of your data, and you can review our Privacy Policy for more details on how we handle your information. If you have any specific concerns, feel free to reach out to our customer support team.

How do I update my account information?

Keeping your account information up-to-date is important. To make changes to your details, simply log in to your account and navigate to the "Account" section. Here, you can edit your personal information, shipping address, and communication preferences.

I can't update my email address

Your security is our top priority. To maintain the highest level of protection for your account, updating email addresses is handled as a security measure and must be completed by our dedicated support team. For assistance, please reach out to us through our customer support portal

Do I need an account to place an order?

While it's not mandatory to create an account to place an order, having one offers added benefits. With an account, you can track your order status, easily reorder favourite items, and manage your preferences. If you prefer not to create an account, you can proceed as a guest during the checkout process. We aim to provide a seamless shopping experience, whether you choose to create an account or not.