Frequently Asked Questions
Where are your treats made?
We are an Australian small business, and we love to support local where we can. Our hand made treats are made in Sydney, Australia using locally sourced produce. All of our sourced treats are from suppliers who source and process in Australia.
Do your treats contain any additives, preservatives or fillers?
No. All of our dehydrated range are single protein, and our hand made bakery treats contain no additives or preservatives.
What is the shelf life of your treats?
Our dehydrated treats have a shelf life of up to 2 years, if they are kept in airtight container or in their original packaging. If you live in a hot or humid area, make sure you keep your treats in a cool dry place out of direct sunlight.
Our barkery treats are baked and then dehydrated – giving them a shelf life of up to 3 months when stored in an airtight container. These treats can be stored in the freezer to extend the shelf life up to 3 months.
When will my order be shipped?
We aim to have your order packed and ready to ship within 5 business days from your ordering.
Once your order has been shipped, you will receive a notification via email along with the tracking number.
*Please allow a few extra days for processing time during peak periods and sales.
Why is my tracking not showing updates?
TWT sends all parcels via Australia Post. It can take up to 24 hours from Australia Post receiving the parcel for the tracking details to be updated. If there has been no tracking updates in more than 10 days, please email firstname.lastname@example.org and you'll be updated on the location of your delivery as soon as humanly possible.
How long will it take for my parcel to arrive?
Our Australia Post service for all orders includes tracking and will take between 2-7 business days from dispatch for most areas. These are estimates and are not guaranteed dates.
My order hasn't arrived!
If your tracked order hasn't arrived within the estimated time frame (10 business days within Australia) please email email@example.com with your order number and full name.
It is recommend you contact Australia Post ASAP before contacting TWT to help us move quicker with your solution. Occasionally postal services may let a parcel slip through the cracks and the quicker you contact them the quicker they can help us determine if someone forgot to scan something along the way or if it's disappeared into the mail black hole of no return (if it's confirmed lost by Australia Post don't stress, we've got you covered)!
My order arrived and something is missing/incorrect?
Oh no! Sometimes the sausages help with packing and I make a slip up, and I am truly sorry about that! BUT all you have to do is pop through an email to firstname.lastname@example.org with your order number, a description of the issue, and if necessary a photo or two, and I will get you a solution ASAP!
My order was sent to the wrong address!
All orders will be delivered to the address specified on your order. We are not responsible for incorrect shipping addresses, so please make sure we have the right address for you. If you notice an error after you have placed your order, please contact us immediately by email. If your shipping label has already been created and paid for you will be required to cover the costs to create a new label. If your order has already been shipped you will need to make contact directly with the courier to redirect your delivery at your own risk. Alternatively your order can be returned to sender and reshipped once arrived back in our hands at your expense.
Do you have any coupon codes?
All coupon codes and active promos are posted on our Instagram, Facebook, and in our VIP Facebook Group. If you do not see anything in our recent posts, then there are no active codes or promotions currently running. We also have a fabulous team of ambassadogs who have their own unique discount codes – find their details through our Instagram.
Do you offer wholesale/collaborations?
We sure do! We would love to see some of our range in your business.
Email us at: email@example.com