Terms of service

Last updated: 8 October 2026

Pet TopID is operated by Zhengyuan TAN, trading as Pet TopID, ABN 89 138 661 095. These Terms apply to use of our online store and purchases from us. Our Refund Policy, the product description and the selected configuration and charges shown for your order form part of the terms of that purchase.

1. Consumer rights

Nothing in these Terms or our policies excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded. This includes rights under the Australian Consumer Law and applicable US federal and state law. If a provision conflicts with a mandatory consumer protection, that protection prevails.

2. Made-to-order products

We believe each dog deserves a thoughtfully chosen bowl. All our products are made to order according to your selected configuration. Customisation includes the listed colour, bowl size and height; nameplate personalisation is optional. A product without a personalised nameplate is still made to order.

Please check the dimensions, configuration, care instructions and intended use on the product page before purchasing. Screen settings can affect how colours appear. Goods must match the description and agreed configuration and meet any applicable consumer guarantees. This section does not excuse faults, an incorrect configuration or goods that do not match what you ordered.

Product descriptions and available options may change for future orders. Changes do not alter an existing order without your agreement, except where required by law.

3. Orders, changes and cancellations

When placing an order, provide accurate contact, delivery and customisation details and ensure you are authorised to use the payment method. Your order confirmation records the selected options and amount paid. If essential information is missing or there is a genuine problem with an order, we will contact you.

Production begins one hour after you place your order. Voluntary cancellation requests must be received at support@pettopid.com within that first hour. Eligibility depends on when the request is received by our email system, not when we reply. An eligible cancellation will be honoured even if we read or reply to your email after the window. For a change, contact us within the same first hour; we will confirm what is possible and agree any price difference with you. After that window, we do not accept change-of-mind cancellations and may be unable to make changes.

All products are made to order, so we do not offer change-of-mind returns, exchanges or refunds after production begins. The Refund Policy explains cancellations, product problems, return arrangements and refunds. These commercial conditions do not limit any cancellation, return or refund rights required by applicable law.

We may decline or cancel an order for a reasonable reason, such as a genuine stock or production problem, a material pricing error, an unsupported delivery address, or evidence of fraud or unlawful activity. We will notify you and refund any amount due within the applicable deadline. We will not unilaterally substitute a different product, charge you more or change an agreed specification without your consent. A pricing error does not permit us to disregard applicable price-display or consumer laws.

4. Prices, taxes and payment

The currency, selected configuration price and charges collected by us are shown before payment. Prices for future orders may change. A promotion applies according to the conditions disclosed when you order and does not remove mandatory consumer rights.

Prices displayed to Australian consumers include any applicable taxes and unavoidable charges that must be included under Australian price-display law. Shipping charges that depend on the delivery address are shown before payment. We are not currently registered for Australian GST and do not collect it while we are not required to register.

Any applicable US sales taxes collected by us are shown according to the rules for the destination. Import duties, import taxes and customs-clearance charges are separate from ordinary shipping charges. We will tell you before payment whether import duties, import taxes and customs-clearance charges are included in your payment to us or may be payable separately. A free-shipping offer alone does not mean import charges are covered. These Terms do not shift to you any charge that we are legally responsible for.

Use only a payment method you are authorised to use. Do not send payment-card details by email or in customisation fields.

5. Production, dispatch and delivery

Our bowls are designed in Australia and made and dispatched by our manufacturing partners in China. Dispatch and delivery are different stages: dispatch is physically handing the parcel to the carrier, while delivery is its arrival at the agreed destination. A label or tracking number alone does not prove dispatch.

The preparation and dispatch period and any delivery estimate shown for your order apply to that order. Delivery estimates can be affected by the route, destination, customs and carrier conditions, but do not remove our statutory responsibilities. If we cannot dispatch by the promised date, we will notify you and offer the delay or cancellation options required by law.

If your parcel appears lost, damaged or not delivered as agreed, contact us. We will investigate and provide the remedy required by applicable law and the terms of your order. Handing the parcel to a carrier does not by itself allow us to deny a remedy. We do not require you to pursue the carrier or manufacturer instead of contacting us as your seller.

Delivery availability is determined by the services and destinations shown before payment.

6. Product problems and returns

Contact returns@pettopid.com if a product is faulty, damaged, incorrect or misdescribed. We will assess the issue and provide the remedy required by applicable law. A custom configuration, sale price or absence of original packaging does not by itself remove those rights.

The Rhodes contact address does not accept return parcels. If a return is needed, we will provide the correct address and case-specific instructions. We do not currently provide prepaid return labels in Australia or the United States. We will arrange a suitable return method or cover or reimburse reasonable return costs where required by law. The Refund Policy provides further details.

7. Accounts and lawful use

Purchasers must have the legal capacity to enter the transaction. Keep account credentials secure and tell us if you suspect unauthorised access. You are responsible for information and activity you authorise; this does not make you responsible for a security failure attributable to us.

Do not use the store to commit fraud, threaten or harass others, upload malicious code, unlawfully collect personal data, interfere with security, or infringe another person's rights. Nothing in these Terms restricts your right to post honest reviews or make lawful complaints.

We may restrict access where reasonably necessary to address fraud, security risks or unlawful conduct. We will give notice where practicable and lawful. Restricting an account does not remove your rights concerning existing orders or our obligation to provide a refund or other remedy when due.

8. Intellectual property and customer content

Our branding and store content belong to us or their respective owners or licensors. You may browse the store, keep information needed for your purchase or a lawful complaint, and use any downloadable measuring or care materials for their stated purpose. Other reuse requires the relevant owner's permission unless the law permits it.

You retain ownership of your reviews and content submitted for publication. You grant us a non-exclusive, royalty-free licence to display and use that published content in connection with our store. Private customer-support emails and evidence provided for returns are not included in this publication licence and are handled under our Privacy Policy.

We may moderate unlawful, threatening, harassing, irrelevant or clearly false content. We will not suppress an honest review solely because it is negative or because we disagree with it.

9. Shopify, third-party tools and links

Shopify provides the ecommerce platform for our store. Purchases from this store are made directly with Pet TopID; Shopify is not the seller of our products. This does not limit any non-excludable rights you have against any party.

Independent third-party websites and optional services may have their own terms and privacy practices. Review those before using them. Their involvement does not remove our responsibilities as seller for the products and services we agree to provide.

10. Privacy

Personal information is handled as described in our Privacy Policy. That policy governs privacy matters if it conflicts with these Terms. Shopify also processes information as explained in its Consumer Privacy Policy. These Terms do not treat browsing as consent to optional marketing or tracking.

11. Website availability and responsibility

We aim to keep the website information accurate and the store available, but temporary outages or technical errors can occur. We will correct errors when identified. A technical limitation does not change the description, agreed terms or consumer guarantees applicable to goods you have purchased.

Our responsibility for loss or damage is determined by applicable law. Nothing here excludes liability or a remedy that cannot lawfully be excluded. You are not required to indemnify us merely for browsing, buying from or otherwise lawfully using the store. No provision requires you to pay for loss caused by our own fault.

12. Applicable law and disputes

Australian law, including any applicable state or territory law, governs these Terms, subject to any mandatory consumer law that applies to your transaction. This choice does not deprive you of protections or remedies that cannot be excluded under the law applicable where you live.

Please contact us first if you have a complaint so we can try to resolve it. This does not prevent you from contacting a consumer authority, seeking advice, or bringing a claim before a court or tribunal with lawful jurisdiction. We do not require you to use an exclusive overseas forum.

13. Policy updates and earlier orders

We may update these Terms for future transactions and show the revised date on this page. Material changes to an ongoing service will be notified where required by law. Changes do not retrospectively reduce your rights or our obligations for an existing order. Orders placed before publication of this version retain the applicable earlier terms and commitments.

Any lawful transfer of our business must preserve obligations for your existing orders and your non-excludable rights; we will notify you where required. If part of these Terms cannot be enforced, the rest applies to the extent permitted by law. Nothing in these Terms overrides a product representation or other promise where the law makes it binding.

14. Contact and seller details

Seller: Zhengyuan TAN, trading as Pet TopID
ABN: 89 138 661 095
Orders, cancellations and complaints: support@pettopid.com
Product problems and return arrangements: returns@pettopid.com
Phone: +61 401 662 702
Postal contact address: U2410, 42 Walker Street, Rhodes, NSW 2138, Australia

This postal contact address does not accept returns. Contact us for the correct return arrangements if a return is needed.