Shipping policy

Last updated: 31 July 2026

Shipping Overview

Shipping destination	Australia
Shipping method	Standard delivery
Shipping cost	Free
Order processing time	1 to 2 business days
Estimated transit time	2 to 5 business days
Estimated total delivery time	3 to 7 business days

The estimated total delivery time combines order processing time and carrier transit time. It begins when we receive and confirm your order.

Business days are Monday to Friday, excluding public holidays that affect fulfilment or delivery at the origin or destination.

Free Standard Delivery

Standard shipping is free on all Australian orders. No minimum order value is required.

The shipping cost shown at checkout is therefore AUD $0.00 for standard delivery.

We do not add undisclosed mandatory shipping charges after an order has been submitted.

Shipping Destinations

We ship to delivery addresses throughout Australia.

In rare cases a carrier may not be able to service a particular address. Address availability is confirmed at checkout. If we cannot deliver to your address, the order cannot be completed at checkout, or we will contact you promptly and provide a full refund.

We do not currently offer delivery to countries outside Australia through the Australian storefront unless this is expressly shown at checkout.

Order Processing

Orders are normally processed within 1 to 2 business days after payment has been authorised and the order has been accepted.

Orders placed on weekends or public holidays begin processing on the next applicable business day.

Processing time may include payment verification, fraud screening, preparing the order and handing the parcel to the delivery carrier.

You will receive a dispatch confirmation email after your order has been handed to the carrier.

Estimated Delivery Time

After dispatch, standard delivery is estimated to take 2 to 5 business days.

The estimated total time from order confirmation to delivery is therefore 3 to 7 business days.

Delivery estimates are not guaranteed delivery dates. Delivery may take longer because of:

public holidays or peak shopping periods;
severe weather, natural disasters or other safety disruptions;
carrier network delays;
remote or difficult to access delivery locations;
incorrect or incomplete delivery information;
customs or government inspections where applicable; or
other events outside our reasonable control.

We will take reasonable steps to keep you informed if we become aware of a material delay.

If an order cannot be supplied within an agreed time, or within a reasonable time where no specific time was agreed, we will provide the remedy required by applicable law. Depending on the circumstances, this may include cancellation, a replacement or a refund.

Delivery Carriers

We use established shipping carriers and local delivery partners. The carrier may vary depending on your delivery address, parcel size, stock location and fulfilment route.

The carrier or tracking service used for your order will normally be identified in your dispatch confirmation.

We do not guarantee that a particular carrier will be used unless this is expressly stated before purchase.

Order Tracking

Where tracking is available, your dispatch confirmation email will include a tracking number or tracking link.

Tracking information may take up to 48 hours after dispatch to show its first carrier scan.

If your tracking information has not updated for an extended period or your parcel has not arrived within the estimated delivery window, contact us at info@pettapaw.com.

Split Shipments

Items from the same order may occasionally be sent in more than one parcel.

If your order is split, you will not be charged an additional shipping fee. Separate tracking information may be provided for each parcel.

Delivery Address

You are responsible for providing a complete and accurate delivery name, street address, suburb, state or territory, postcode and contact information at checkout.

Please review your delivery details carefully before submitting your order.

If you notice an address error, contact us as soon as possible at info@pettapaw.com. We may be able to correct the address before dispatch, but we cannot guarantee changes after fulfilment has started.

We are not responsible for a failed delivery caused solely by materially incorrect or incomplete address information supplied by you. However, we remain responsible for errors made by us or by a carrier acting on our behalf.

If a parcel is returned because of an incorrect or incomplete address, refusal of delivery without a valid product related reason, or failure to collect it, reasonable and actual reshipping or return carrier costs may apply. Any deduction or charge will be handled in accordance with our Returns & Refunds Policy and applicable law.

Authority To Leave And Delivery Instructions

A carrier may follow safe place, authority to leave or other delivery instructions provided by you directly to the carrier.

Please choose delivery preferences carefully. Nothing in this section removes rights that cannot be excluded under applicable consumer law or our responsibility where a parcel was not delivered in accordance with the authorised instructions.

Lost, Missing Or Undelivered Parcels

Please contact us at info@pettapaw.com if:

your parcel has not arrived within the estimated delivery period;
tracking shows no meaningful movement for an extended period;
tracking shows delivery but you have not received the parcel; or
only part of your order has arrived.

Please include your full name, order number and any relevant tracking information.

We will investigate the matter with the carrier. We will not require you to resolve a delivery failure solely with the carrier.

If an order is confirmed lost, cannot be supplied or was not delivered within an agreed or reasonable time, we will provide the remedy required by applicable law. Depending on the circumstances, this may include a replacement or refund.

Damaged Parcels Or Items

If a parcel or item arrives damaged, contact us as soon as reasonably possible at info@pettapaw.com.

Please include:

your order number;
a description of the damage;
clear photographs of the item and packaging; and
a photograph of the shipping label where reasonably available.

Photographs can help us investigate the issue, but they do not remove or limit any rights that cannot lawfully be excluded.

Do not return a damaged or incorrect item at your own expense unless we first ask you to do so. Remedies are handled in accordance with our Returns & Refunds Policy and applicable consumer law.

Risk During Delivery

Risk of loss or damage remains with us until the order is physically delivered to you or to a person you authorised to receive it.

If you independently arrange a carrier that was not offered by us, risk may pass when the order is handed to that carrier, to the extent permitted by applicable law.

Taxes, Duties And Other Charges

Any shipping cost and any tax that we are required to collect will be included in the order total or clearly shown before you submit payment.

If an order may be subject to an import duty, customs charge or other government fee that is not collected by us, this must be disclosed before purchase.

We will not add undisclosed mandatory charges after checkout.

Australian Consumer Rights

Online purchases supplied to Australian consumers may be protected by the Australian Consumer Law.

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified.

If we cannot supply a paid order on time or within a reasonable time, we will provide an appropriate solution as required by applicable law.

Changes To This Policy

We may update this Shipping Policy when our delivery services, fulfilment arrangements or legal obligations change.

The shipping conditions shown when you place your order will apply to that order. Material changes will not be applied retrospectively to an accepted order unless required by law or agreed with you.

The latest version will be published on this page with an updated revision date.