These Terms of Service ("Terms") govern your use of the ANOA website and your purchase of products from ANOA ("we," "us," or "our"). By ordering from us or using this site, you agree to these Terms. If you do not agree, please do not place an order or use the site.
ANOA is a small, handmade pet food business based in Sydney, Australia. We prepare our products in small batches using fresh, real ingredients. We are not a large commercial manufacturer, and our products are made to order rather than mass produced and warehoused.
Orders are currently placed directly with us via Instagram, email, or SMS rather than an automated checkout. Once you contact us, we will confirm product availability, quantities, and the total price before you pay.
Payment is accepted via PayID. An order is only confirmed once payment has been received and acknowledged by us. We reserve the right to decline or cancel an order at our discretion, for example if we are unable to fulfil it within a reasonable timeframe.
We currently deliver within the Sydney area. Delivery timeframes are estimates only and may vary depending on order volume, ingredient availability, and other factors outside our control. We will let you know if we expect any delay.
Our products are made from real, whole-food ingredients such as pumpkin, carrot, green beans, sweet potato, and a protein of your choice. Any feeding guidance provided on our website, social media, or in direct messages is general in nature and is not a substitute for individualised veterinary advice.
Every dog is different. Factors such as age, weight, breed, activity level, and existing health conditions can all affect what and how much your dog should eat. If your dog has allergies, sensitivities, or any medical condition, please consult your veterinarian before introducing a new food or treat.
Because our products are fresh and do not contain artificial preservatives, they have a shorter shelf life than mass-produced pet food. Please follow the storage guidance provided with your order (and on our website) closely, and discard any product that smells off, looks discoloured, or has passed its recommended use period.
Because our products are fresh, handmade, and perishable, we are unable to accept returns once an order has been delivered. If there is a genuine problem with your order, such as an incorrect item, damaged delivery, or a quality issue, please contact us as soon as possible so we can make it right.
Nothing in these Terms is intended to limit any rights you may have under the Australian Consumer Law, which cannot be excluded.
To the maximum extent permitted by law, ANOA is not liable for any indirect, incidental, or consequential loss arising from the use of our products, except where such liability cannot be excluded under the Australian Consumer Law or other applicable law.
We may update these Terms from time to time as our business grows. The version posted on this page will always be the most current. Continuing to order from us after changes are posted means you accept the updated Terms.
If you have any questions about these Terms, reach out to us at hello.anoa.lab@gmail.com or via Instagram @anoa.lab.