Adora Island Profile

  • Catch member since June 2020
  • Seller rating
    Platinum Seller
    99.6%
  • Approved online Catch seller since June 2020

Welcome To the Pet World

Adora Island is an Australia leading online pet store. We aim to create a world where pets and their families are healthy, happy and spend more time together. That’s why we stock thousands of premium and natural brands pet foods like Ziwi Peak, Royal Canin, Orijen, etc. We also stock brands like Bravecto, Nexgard, Frontline to support pet health, pet accessories such as bowls, beds, clothings to enhance pet’s experience.

We aim to make buying process hustle free for all the pet parents. Thousands of them shop with us as we offer fast delivery nationwide, second to none customer service and many other services others cannot do.

A business that creates no value is not a good business, that is why we are working with charities and non-government organisations to support animal healths and protection services. So please support us, a socially responsible corporate organisation looking to give back to the community.


Can I return an order?


Yes, we have a hassle-free returns policy as well as a dedicated support team to make everything right for you. Simply contact us and we can sort everything out. Please note that no credits or refunds can be given without first speaking to our customer service.


To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. (We acknowledge the external box may have been opened for visual inspection, but nothing else must be opened or used)


Several types of goods are exempt from being returned.


- Perishable goods such as food or magazines


- Intimate or sanitary goods, hazardous materials, or flammable liquids or gases.


- Some health and personal care items


Our policy lasts 14 days of the customer’s order being received. 


There are certain situations where extra fee will incur (if applicable)


- Any item not in its original condition, is damaged(including packaging) or missing parts for reasons not due to our error will incur extra 10% to up to total payment depends on the condition of the returned item. (This policy also applies to customer "change their mind")


How do I return items?


Simply contact us via Catch messaging and we will sort everything out. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
You will be responsible for paying for your own shipping costs for returning your item.


Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


How do I cancel or change an order?
Made a mistake while ordering? No worries, you can cancel or change your order before it leaves our warehouse by contacting us via Catch messaging.


Refunds
Once your return is received and inspected, we will notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds


If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.



Exchanges


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email.