Store Policy
Customer Care
We want every order from FrostLine to arrive safely and make both you and your pet happy. If anything is wrong with your order — a damaged item, the wrong product, or a delivery that's taking longer than it should — contact us within 14 days and we'll put it right with a replacement, a refund, or a clear answer.
You can reach our customer care team through the Contact page, and we aim to reply within one business day. Before you buy, we're happy to answer questions about product sizing, ingredients, suitability for your pet's breed or age, shipping times, or anything else that helps you shop with confidence.
We treat every query the same way we'd want our own questions treated — quickly, honestly, and without jargon. If we don't know the answer straight away, we'll tell you and find out, rather than guess. Our goal is simple: you should feel safe buying from FrostLine, and your pet should get exactly what you ordered.
Privacy & Safety
Your privacy matters to us. FrostLine collects only the information needed to process your order and deliver it to you — your name, email, phone number, shipping address, and payment details. We never sell your personal information to third parties, and we don't use it to send you marketing messages unless you've asked us to.
Payments are handled by trusted third-party payment providers, so your card details never touch our servers — they're verified and stored securely by the payment processor. After your order is completed, we'll contact you only about that order (shipping updates, delivery confirmation, or a query about your purchase) unless you've opted in to hear from us about new products or offers. You can ask us to update or delete your information at any time through the Contact page, and we'll do it within a reasonable timeframe.
Wholesale Inquiries
FrostLine welcomes wholesale and stockist enquiries from pet shops, groomers, vets, and other retailers who'd like to carry our products. We offer clear wholesale pricing, straightforward minimum order quantities, and reliable shipping across Australia. If you run a store and want to stock our range, reach out through the Contact page with your business name, ABN, store address, and the products you're interested in.
We'll come back to you within two business days with pricing, availability, and our wholesale terms. We work with retailers who care about quality and want to offer their customers the same pet products we're proud to sell — so tell us a little about your shop and your customers, and we'll find a way to work together that makes sense for both of us.
Payment Methods
- Credit / Debit Cards
- PAYPAL