Shipping
Information
We use Australia Post, Aramex (formally Fastway) and TNT on your behalf. We ship within 0 to 2 working days of your order being received (most within 1 working day). You can also arrange your own courier, contact us for further information on this process. In the extremely unusual event that a parcel is not received, you must contact us within 25 days of the shipment date so we can investigate as couriers hold tracking information for certain amounts of time to investigate. After 4 weeks the insurance with our freight companies is void so claims cannot be made after 4 weeks from order date.
Signature on Delivery
By default, your order will need to be signed for on delivery. You can give authority to leave details in the checkout which we will write on your parcel. Please note by waiving the signature on delivery option, you then take full responsibility of the order. The item is deemed delivered when the courier marks the item as delivered – effectively signing on your behalf and our responsibility ends at this point. You should be confident that it is safe to leave when choosing this option. Please note, if you choose TNT it is an automatic authority to leave since there is a $25 re-delivery fee on every attempt.
PO Boxes
Australia Post is, unfortunately, an expensive courier for us – often 2 to 3 x the price. For this reason, we do not generally use Australia Post with our capped and free ship rates. If you wish to ship using Australia Post or to use a PO Box then you need to select Australia Post in the checkout. There is an exception to this rule where your regional address is only serviced by Australia Post but you are still within our capped / Free ship zones. Since we have to ship via Auspost anyway – you are welcome to use a PO Box. You may contact us for confirmation before your order, or if after your first order you see its sent with AusPost – you may use PO Boxes for subsequent orders.
Free Shipping and $10 Capped Shipping Rate
Note: Free and capped rates are on condition that we have the right to choose the cheapest delivery option be it TNT, Aramex or eParcel or other. If you prefer a particular courier or want to use an Australia Post address such as a PO Box then do not select the free ship option. See the PO Boxes section for our regional exception.
Australia: Free over $100 or capped to $10 if under $100, in ALL of QLD, NSW, ACT, VIC. Also, most Perth, Adelaide, Hobart and Launceston suburbs are covered if within the main Aramex delivery area. Areas outside this are at cost.
Rural Australia: Rural deliveries may incur additional freight surcharges. If this is the case we will contact you to discuss other options.
International: Not available
Dispatch Times
We aim to dispatch all orders within 48 working hours and most go same or next working day. Occasionally it can take longer during busy periods or if we are caught short with stock. If we expect your order to take longer than 3 working days to ship then we will contact you to explain why and offer an alternative if applicable.
Delivery Times
Delivery times are in addition to dispatch times.
This can vary depending on the carrier and times are typical and not guaranteed and do not take into account season variances such as Christmas when shipping volumes can double. Please understand we are not couriers ourselves and have no influence whatsoever on delivery times, errors, specific routes taken etc by the courier. While we will do our best to help in the event of a freight issue, we respectfully ask for your understanding that the couriers are external companies we employ on your behalf to deliver your order and we don’t have any influence over the delivery after its been dispatched to their care. You are more than welcome to use your own freight company if our selection is not suitable for you.
Aramex Typical (not guaranteed) Delivery Times (in working days)
Between 5-10 WORKING days
Australia Post Typical Delivery Times (in working days)
Between 3-8 WORKING days
Cart Weight: Cubic and Dead Weight:
Shipping costs (excluding capped and free rates) are calculated based on the worst case of dead weight or cubic weight. Treats are often light and bulky so cubic weight is generally the higher. For example, a 250g bag of Fish Tails has a cubic weight of around 1.2kg! This is why some orders which are less than 500g in dead weight do not qualify for the cheaper under 500g satchel rates as they don’t fit or are over the cubic weight for the non-satchel rate.
The cubic weight is calculated by Length (m) x Width (m) x Height (m) x 250.
Free delivery
over $100
Spend $100 or more for free standard delivery!
$10 capped delivery under $100
*excludes some rural and remote areas. CLICK HERE for more shipping info.
