How can I place an order?
Phone: 1300 886 968
How long will quotes remain firm?
How can I pay for my order?
Credit Card (Mastercard/Visa/Amex-limits may apply)
EFT direct credit
All orders are to be strictly pre-paid, and are subject to Equine Performance Pty Ltd-Terms and Conditions of Trade. We do not offer credit terms.
Please note: secure external payment gateways may take up to three business days to process and settle payments. Goods may not be shipped until payments are credited to our accounts. Customers requiring same day despatch are welcome to call us with credit card details for processing through our own EFTPOS terminal facility.
Customers choosing to pay through Afterpay or Zip Pay should be aware that cancellation of an order, by customer choice, and due to no fault of our own, will have the non-refundable merchant fees deducted from the refund amount. Full refunds are only provided if a problem with the order is attributable to us, in which case we will accept responsibility for the loss of merchant fees. Afterpay terms are publicly visible on the Afterpay website here https://help.afterpay.com/hc/en-au under the Help menu/help for merchants/managing orders/merchant returns-refunds. It states “Afterpay Merchant fees are non-refundable in the event of a refund.”
How will my order be shipped?
Domestic orders will most frequently be shipped by Australia Post. Customers may choose standard or express services, tracking information is provided to the customer by our text messaging service, and in the dispatch notification email sent to the address provided.
For orders over 20kg, you have the option of accepting shipping by the Australia Post integrated set price (max 22kg gross packed weight per parcel), or by requesting an optional heavy goods courier quote, for which your order/invoice will be amended to include the most competitive fee requiring a separate payment, either by logging on again to pay the balance owing, or by calling us for an alternative payment option.
Once an order has been accepted by the shipper, the circumstances are beyond our control, and we shall not be liable for any loss or damage due to failure to deliver the goods.
Goods shipped by Australia Post or courier are shipped with "Authority to Leave" and with no insurance cover. Customers specifically requiring Signature on Delivery, and/or insurance cover should contact us for payment of additional costs.
It is the responsibility of the customer to provide accurate shipping address and contact details. Where the customer has requested the shipper to "leave at the front door", or "leave at the gate", or similar, or has given "Authority to Leave", the consignment is not insurable and neither we nor the shipper accept any responsibility.
Where is my order?
Did you select and pay for shipping at checkout? Please check your tax invoice emailed with your order confirmation. If no shipping selection is actually made, then no fee is applied and the order defaults to "click & collect". We make every attempt to contact customers by phone and/or email if the shipping address is not local, but we cannot be held responsible if customers do not respond, or if there are inaccuracies in the information provided to us. We appreciate the heightened issues surrounding privacy and security, but please help us to help you by ensuring that our emails can be delivered to your inbox, that your phone details are correct. We never make unsolicited approaches to customers, unless there is an issue to be resolved with your order, in which case we need to be able to contact you.
Do we ship internationally?
Yes, but due to stringent regulatory requirements at both export and import, we DO NOT ship the following to international destinations: supplements, veterinary preparations, agricultural products, any product containing drugs or chemicals, or items classified as "dangerous goods".
International customers are welcome to contact us by email or Facebook, as this site does not cater for international shipping. Goods will be invoiced for payment via Paypal (verified accounts only) or international bank transfer. Shipping will be charged at cost, by agreed terms to suit your requirements.
What if my order cannot be fulfilled?
Domestic orders: items in stock will usually be shipped within 24 hours of cleared payment being received. For items on backorder, we will contact you with an approximate delivery time, and ship immediately on receipt, at no further expense to you.
International orders: in consultation, and by mutual agreement, the order will be shipped when fulfilled.
If we are unable to fulfill the order within a reasonable and mutually agreed timeframe, you may cancel the order, and receive a full refund for items not supplied.
How can I be sure that my privacy will be protected?
We guarantee to seek only sufficient information in order to process your orders with our usual high standard of customer service. Online payments are processed externally by a secure encrypted 3rd party processor, so we have no access to, or record of, credit card or other account information.
Confidentiality is assured, as we do not sell or divulge any personal or commercial particulars to any third party, without written consent.