Terms & Conditions
Latest Edited June 2024

Processing Times

Orders are processed within 1-3 business days from purchase, some lead times may vary.

Once your order has been processed you will receive an email advising that your order has now been completed and is ready for dispatch. A copy of your invoice will be forwarded at this time, customers who have created an account can also view recent orders here 

ALL ORDERS ARE DISPATCHED FROM SYDNEY DISTRIBUTION CENTRE, NSW using Australia Post as our preferred courier.

Delivery Times (Australia Post)

All orders are generally dispatched to Australia Post within one to three business days from purchase, with the exception of special order items and items falling onto backorder.

The below timetables are Australia Posts guidelines based on reasonable expectations and experience. 

Australia Post will exercise due care and skill in supplying you with our services. However, the nature of postal services is such that circumstances may impact on the successful delivery of your article. 

If your parcel is lost or damaged, and you haven’t purchased Extra Cover, compensation of up to $100 and a postage refund may be payable. 

Neither the cover included with our service nor the purchase of Extra Cover limits any rights you may have under the Australian Consumer Law. For more information on Compensation refer to P4.2.

The table shows the estimated number of business days to deliver parcels within Australia. 

Within same state 

Posted for delivery Estimated delivery by (business day after posting)

  • Within metropolitan areas of capital cities or within the same city or town or environs Up to 2 days 
  • Between a metropolitan area of a capital city and a country location Up to 4 days 
  • Between country locations Up to 5 days 
To other states 

Posted for delivery Estimated delivery by (business day after posting) 

  • Between: • Sydney / Brisbane • Sydney / Melbourne • Melbourne / Canberra • Melbourne / Adelaide 2 to 3 days 
  • Between: • Sydney / Adelaide • Melbourne / Brisbane • Melbourne / Tasmania • Adelaide / Canberra 3 to 4 days 
  • Between other capital cities 5 to 6 days 

To other interstate locations Please ask at your local Post Office or call 13 POST (13 7678)

NOTE: Items being shipped via Express Post will still attract the same processing time of 1-3 days.

Orders will be scheduled for delivery once your order has been completed. Please be reminded processing typically takes 1-3 days from time of ordering.

Local delivery services are subject to the following conditions;

  • Orders will be unloaded at the first safe and secure location available to our drivers.
  • Drivers are not permitted to leave hard surfaces. (Strictly No Grass)
  • Drivers are not permitted to stack your feed. 
  • Drivers are not permitted to lift individual items exceeding 25Kg.
  • Drivers are not permitted to enter properties with unrestrained dogs /roosters or geese.
  • If you are concerned about the weather and wish to delay your order please contact the team.

If easy access to your property is not possible your order will be returned to our base in Glenorie. When delivering to unattended properties, a photo of the order will be taken for our records.

Flat rate delivery is available to customers located in the following regions;

  • The Hills District
  • Upper North Shore
  • North West Sydney
  • Parramatta
  • Penrith
  • Blacktown
  • Central Coast (Scheduled Days)

If your postcode is not showing when obtaining an online shipping estimate please feel free to contact our online orders team directly at: orders@nwlivestock.com.au or call 0493 842 589

*Free local delivery only applies to selected postcodes in Sydney, NSW. (Postcodes – 2157, 2159, 2158, 2756, 2156 are included) See above for terms and conditions. 

Orders placed within Australia and for delivery within Australia your price will be calculated based upon the location, total weight and dimensions of your order. If your shipping exceeds the estimated fee charged you may be contacted. 

Shipping calculations are based off Australia posts domestic delivery estimator. 

We do not recommend using PO Box addresses as the delivery address for your order, as Australia Post might not deliver your product and instead mark it as return to sender.

Product shipping weights may be different to the net weight of an individual products contents. Shipping weight includes the net weight of the product and any associated packing material such as boxes, plastic containers, void fill etc.

There is no minimum order value for orders being sent to an Australian address.

To be eligible for free local delivery you must spend over $99 in a single transaction.

You must select free delivery as your delivery option at checkout for the delivery charge to be removed. this option will become available when:

  • 1) Your address falls within the free delivery zone; and
  • 2) You have spent over $99 in a single transaction.
  • 3) Free local delivery currently applies for Saturday deliveries only.

Free local delivery currently applies to following postcodes in Sydney, NSW. – 2157, 2159, 2158, 2756, 2156.

These local delivery zones are subject to change without notice.

N & W Livestock currently services the Australian domestic market only and does not directly offer the exportation of products internationally.

Australian customers who would like to discuss facilitating the shipment of bulk orders internationally can contact our online orders team directly to discuss your options by email: orders@nwlivestock.com.au or call 0493 842 589

International bulk orders will need to be purchased online by an Australian entity or individual providing an Australian address, these orders will likely require the engagement of a customs agency/broker. This fee is payable in addition and is to be paid directly to the agency/broker prior to collection.

Once orders have been dispatched from the warehouse, it is with the responsibility of the courier to deliver orders to our customers, and the customer to manage order tracking via the tracking link provided in the shipping notification email.

If your order has been marked as delivered but you cannot find it, we suggest checking with everyone in your home to ensure someone did not collect it for you, or if the postman has hidden it somewhere outside your home.

We also recommend double-checking your mailbox and other areas around your home to see whether your local courier had left a card for collection anywhere, or contacting your local post office with your tracking information and contact details to see whether they may be able to assist you further.

If you suspect your order is lost in transit or parcel theft, we ask that customers contact the courier for your order and file a claim for your package.

To file a claim, please complete the form on the Australia Post website here.

If you have any questions regarding lost or missing orders, please get in touch with our friendly team within 14 days of purchase, and we will assist you further.

*Please note: Unfortunately, N & W Livestock are not able to reimburse any lost or missing orders that have been marked as delivered, or reimburse orders that are subject to parcel theft.

If you have experience an issue and require some support please feel free to contact our online orders team directly at: orders@nwlivestock.com.au or call 0493 842 589

MEMBERSHIP

To join loyalty rewards you will need to create an account at www.nwlivestock.com.au ‘N & W Livestock website’ using an email address. There can only be one account linked to an email address. Member loyalty/rewards purchases and redemptions are only eligible at www.nwlivestock.com.au.

If you are under the age of 18, you must have your parent or guardians’ approval to join loyalty rewards and your parent/guardian will need to read these Terms and Conditions.

Joining is free and there are no fees relating to the loyalty reward program. To earn any rewards, gifts, benefits, or offers you will need to make eligible purchases on the
N & W Livestock website as outlined in these Terms and Conditions.

You can only have one member account and accounts/rewards are non transferrable.

If you wish to cancel your loyalty rewards membership you can do this by contacting us at hello@nwlivestock.com.au.

We (N & W Livestock) reserve the right to exclude certain products or customers from accruing loyalty rewards and/or to exclude certain products/customers from being eligible for the redemption of loyalty rewards. We are entitled to cancel your loyalty rewards membership at any time by providing you with 30 days notice. We may terminate your membership without notice if you are inactive in your membership for an extended period of time or if we believe you have breached these Terms and Conditions.

If your loyalty rewards membership is cancelled, you will no longer be entitled to the program benefits.

By joining loyalty rewards you are agreeing to these Terms and Conditions as well as our Privacy Policy and Terms of Service.

COMMUNICATION

Loyalty rewards updates and benefits are communicated through email and/or sms, and if you choose not to opt-in to email and/or sms you may miss out on your benefits.

As a member it is your responsibility to keep your contact details up to date. You can update your details within the My Account section of the N & W Livestock website or by contacting us at hello@nwlivestock.com.au.

N & W Livestock is not responsible for ensuring you are opted-in to receive email and/or sms communications and will not be held accountable if benefits/rewards are missed due to communication not being received and/or sent.

Please refer to our general Privacy and Terms and Conditions outlined on the N & W Livestock website for further information.

Returned product refunds will be deducted from your spend balance. E.g. for every $1 refunded, $1 will be deducted from your spend balance.

Member Only Offers: From time to time at our discretion, we will provide members with early access to promotions/sales as well as offers exclusive to loyalty rewards members. These will normally be communicated to members via email and/or sms. Members must be opted-in to receive email/sms communications to receive this benefit.

Birthday Voucher:  Where a date of birth has been provided on your account, we will send you a coupon code ‘voucher’ on your birthday to redeem on your next order at nwlivestock.com.au. The voucher is valid for 30 days from date of issue. Not in conjunction with any other offer. One birthday voucher per year, per person. If DOB is in the past, you will need to wait until the following year to receive your birthday voucher. If DOB is within 30 days of joining the loyalty rewards program, your birthday voucher will be sent 30 days after joining for the first year only. This will be communicated to you via email and/or sms. Members must be opted-in to receive email/sms communications to receive this benefit.

Member benefits are subject to change and additional exclusives/benefits may be communicated throughout the year.

N & W Livestock reserves the right to reverse or cancel any loyalty rewards issued for any reason without notice to the affected customer/s.

EARNING POINTS

Loyalty rewards members earn points on eligible purchases at nwlivestock.com.au. For each dollar spend at nwlivestock.com.au on eligible purchases you will earn 1 point ($1 spent = 1 point earned). For detail on eligible purchases see exclusions under the ‘General’ section of these Terms and Conditions.

Points are accrued on your account upon fulfilment of your order.

You can view your available point balance by logging in to your loyalty rewards account on the N & W Livestock website and going to the ‘My Rewards’ section of ‘My Account’.

Points expire after 12 months from the date they were accrued.

Upon joining the loyalty rewards program, members will start with 0 points. Points will not be accrued from previous purchases.

Returned product refunds will be deducted from your point balance. E.g., for every $1 refunded, 1 point will be deducted.

REDEEMING POINTS

Redeem your points for a discount: Loyalty rewards members will be eligible to redeem their points for a discount on their order. The values and discounts will be outlined in the promotional communication to members. This redemption discount will not be valid in conjunction with any other offer.

GENERAL

Exclusions: Points cannot be earned on Gift Card purchases, shipping fees and tax.

Loyalty rewards points have no cash or monetary value and cannot be taken or redeemed as cash or equivalent. Points and/or benefits cannot be exchanged for products or services.

Any points or benefits not redeemed within their eligible period will be forfeited.

Any part of N & W Livestock loyalty rewards programme may be amended, changed or cancelled by N & W Livestock at any time without reason or notice. Should the N & W Livestock rewards program be discontinued at any time after the commencement of the program, all unredeemed points and/or unredeemed discounts issued as part of the loyalty rewards program will be forfeited without any form of discount or compensation owing from N & W Livestock.

N & W Livestock reserves the right to change the loyalty rewards program at any time. Notice will be provided where possible.

N & W Livestock reserves the right to change the loyalty rewards Terms and Conditions at any time. Notice will be provided where possible.

For any questions regarding our loyalty rewards Terms and Conditions please contact us at orders@nwlivestock.com.au or call 0493 842 589

Our intention is to keep prices low and to do that we need to keep systems automated. We do not accept cash or offer 30 day accounts. The only way to use our service is online.

N&W Livestock accepts these methods of payment:

  • VISA & MasterCard
  • Paypal

We do however offer exceptional customer service and advise, so if you have questions about the products or your order, please feel free to contact our online orders team directly at: orders@nwlivestock.com.au or call 0493 842 589

All standard items excluding feed are returnable for refund within 14 days of purchase provided they have not been damaged by use or abuse, and are in their original packaging.

Please call us for instructions before returning any item and note;

  • Returns may incur up to 20% re-stocking fee. 
  • Refunds will not include the original shipping costs. 

Please contact our online orders team directly to discuss your situation by email: orders@nwlivestock.com.au or call 0493 842 589

Weights shown on products include the total weight for the purposes of shipping. This weight includes the product contents, container, plus packaging and void fillers. 

These weights are required to calculate shipping costs. As a result these weights may appear inflated.

NOTE: for example a 20L of product is calculated by including 20L of liquid, plus container plus packaging. This tends to equal approx. 26.5Kg in total. Therefore shipping is calculated at the total weight.

EG: Australia Post restricts the shipment of parcels that exceed 22Kg in total weight. This is unfortunately out of our control.

Customers located in Sydney, NSW, The Hills District, Upper North Shore, North West Sydney, Parramatta, Penrith, Blacktown can contact the team to discuss delivery charges.

Vaccines are carefully shipped in thermal packaging with an ice pack however N&W Livestock are unable to take responsibility for handling once in transport. Vaccines require a constant temperature between 4-8’C in general. 

If you have considered the risks of ordering vaccines by mail and still wish to do so, N&W Livestock will take the following steps:

  1. Package your vaccine inside of an esky or thermal packaging with an ice pack.
  2. Ship ONLY on the first two business days of the week to avoid the products being stuck in a depot for extended periods of time. e.g. weekends and public holidays.

Should you wish to pre-book a vaccine shipment please contact our online orders team directly at: orders@nwlivestock.com.au or call 0493 842 589

Stock levels are managed between 6:30am and 2:30pm Monday to Friday (ex. public holidays) where every effort is made to keep these stock level indicators as accurate as possible.

“In Stock” represents physical stock stored at one or more warehouses. This may include “Stock on Order” that is is expected to arrive within 7 days.

“Back Order” represents that the manufacturing of the product has been delayed or the shipment of this product to a warehouse has been delayed. This product is still available for purchase.

“Out of Stock” represents that we are unable to source this product, often due to a manufacturer or production line related issue.

Special Order” represents that these items are ordered directly from the manufacturer. NOTE: these items may experience a slight delay in processing times.

“DG” (Dangerous Goods) might attract extra charges for shipping dependant of the goods and mode of transport required. Our team will contact you if this is the case.

If you require stock level confirmation prior to purchasing please feel free to contact our online orders team directly at: orders@nwlivestock.com.au or call 0493 842 589

We stand behind all products we sell. While we endeavour to inspect all products before shipping, there is always the very remote possibility of a defect in the product that may not show up until you are using it on the farm. Defective materials will be replaced and will be shipped to you at no cost upon receipt of defective material.

By submitting your samples for testing, you declare that you are authorised to request analysis of the samples.

The McMaster technique uses a special counting chamber which enables a known volume of faecal suspension (0.30 ml) to be examined microscopically. If a known weight of faeces and a known volume of flotation solution are used to prepare the suspension, then the number of eggs per gram of faeces can be calculated.

You acknowledge that have read and agree to the N&W Livestock Terms and Conditions that can be accessed at www.nwlivestock.com.au/terms. You acknowledge that N&W Livestock are not providing a veterinary service, should you require a treatment plan we suggest speaking to your vet about your results All information shared will be general in nature.