Who you buy from, how orders arrive, and what our badge means.
Effective: 30 October 2026
Version: 1.5
BoneAppetit is an evidence-led pet store. We bring independent pet brands together in one place, so you can buy from several of them in a single order and pay once.
It works a little differently from a normal online shop, so here are the two minutes worth knowing.
Who you are buying from
Each product is sold by one of our partner brands or by BoneAppetit.
When a partner brand is the seller, we act as its agent and take the payment on its behalf. When BoneAppetit is the seller, you are buying from us.
The product page and your order confirmation tell you who the seller is.
How an order works
You add products to your basket and pay once at checkout.
We send you an order confirmation. That is the point your order is accepted.
Each seller packs and sends its own products, and you get tracking for each parcel as it goes out, unless a seller uses a service that does not offer it.
An order with products from more than one seller arrives in more than one parcel, often on different days. Nothing has gone wrong when that happens.
Free delivery on orders over $99. Otherwise delivery is $9.95 per order, however many sellers are in your basket. Delivery times are set by each seller and shown at checkout. Our Shipping and Delivery Policy explains the detail.
If something goes wrong
Come to us first. Email support@boneappetit.com.au with your order number.
We manage returns and problems with the seller for you, so you don't have to chase the brand yourself.
Our Returns and Refunds Policy sets out your rights under the Australian Consumer Law, and the change of mind window we offer on top of them.
The BoneAppetit Verified badge
Australia has no mandatory pet food safety standard. The Australian Standard that exists, AS 5812:2023, is voluntary.
So we look at the evidence. A product carries the BoneAppetit Verified badge only when we hold an independent laboratory test record for that exact product.
A product without the badge has not been tested by us. That is not a fail, and we add the badge as we test more products.
The badge describes the evidence behind a product. It is not a promise about your pet's health. To see the evidence behind a badge, email support@boneappetit.com.au.
How we choose brands
We curate. We do not list every product we are offered.
We look at what a brand makes, where it makes it, and what it can tell us about its ingredients and testing.
How we make money
When a partner brand is the seller, we take a commission on what it sells. That is how BoneAppetit pays for itself.
Sometimes we fund a discount ourselves. When we do, the brand still receives the full amount for its product.
Questions
Email support@boneappetit.com.au. A real person reads it.