Shipping & Collection Information
Please note: Same Day Delivery will only be available to eligible shipping locations across Melbourne, Sydney, Perth & Brisbane. *Delivery window between 1pm - 6pm weekdays. *Excludes weekends & all public holidays. **Excludes parcel lockers & post box addresses.
Same Day Processing Conditions:
- Same day processing is NOT same day delivery, standard delivery times will still apply. All items ordered must be in stock and available to be shipped from our Altona DC for VIC, TAS, SA, NSW & ACT orders, from our Stafford store for QLD & NT orders, or from our Osborne Park store for WA orders. Same day processing excludes public holidays, promotional days and events that attract an unusually high number of orders over a short period of time i.e. percentage off sales or free shipping promotions.
Shipping Options, Exclusions & Conditions:
- A signature is required to receive all deliveries unless ATL has been provided. (see below)
- Same Day Delivery service not applicable to P.O.Boxes or Parcel Lockers.
- *Free shipping calculations are based on the total amount payable for your order (excluding shipping costs) and may not apply when a discount coupon or voucher has reduced your order total below the $49.99 threshold required to qualify for free shipping.
- *Flat rate, capped, same day delivery, or free shipping promotions exclude certain bulky items including, but not limited to; kennels, coops, hutches, carriers and large pet beds. Excluded products will be highlighted in your shopping cart and on product pages.
- Deliveries (free or otherwise) will be shipped via a carrier of our choosing, currently either Australia Post or StarTrack, and can only be extended to areas reachable through these carriers which may exclude extremely remote locations. If you are unsure about your location you may contact us prior to ordering. We reserve the right to cancel orders that cannot be delivered at reasonable cost.
- Please ensure suitable provisions are in place to handle your delivery when it arrives. Our freight costs do not cover instances whereby the driver cannot complete delivery due to unforeseen problems preventing delivery.
- Delivery services not available on public holidays.
- Please note we do not offer international shipping.
Authority to Leave (ATL): Although we do not recommend leaving orders unattended when not home to accept delivery, you may request this service with any delivery. You may do this by placing a short note, such as; 'Please leave order if not home', in the order comments section found on our checkout page.
Australia Post Safe Drop: Tracking notifications now provide you the option to specify Safe Drop where the order will be left in the Safe Drop location specified unless, in the judgement of the carrier, it is exposed to passers-by or the weather, in which case the parcel will be carded for a Post Office collection.
Free Shipping Promotions
Free shipping applies to our 'Flat Rate' shipping option and is not available for our 'Same Day' delivery services. Free shipping promotions may also exclude certain bulky items including, but not limited to; kennels, coops, hutches, carriers and large pet beds. Excluded products will be highlighted in your shopping cart and on product pages.
*Bulky / Oversize Deliveries
Flat rate, capped, same day delivery, and free shipping promotions exclude certain bulky items including, but not limited to; kennels, coops, hutches, carriers and large pet beds. Excluded products will be highlighted in your shopping cart and on product pages.
If your order contains a bulky item that has been excluded from our free shipping or capped price options, your order will be shipped by Australia Post with a cost based on the size, weight and number of items you have ordered. Shipping costs for this service can only be viewed on the checkout page prior to placing your order.
Collection Conditions for Click & Collect Orders
'Click & Collect' orders for in stock items received before 2:00pm weekdays will usually be available for collection by 2:00pm the following day, or sooner. PLEASE make contact with us to prior to collecting any orders so that we can ensure your order is ready for collection prior to your arrival. Please note the following collection conditions apply to 'Click & Collect' orders.
Click & Collect orders purchased via our website will only be released under the following strict conditions;
- By presenting the credit card used for the transaction to our staff upon collection. i.e. physical card must be sighted.
- Photo ID will be required to collect orders paid for by other means, i.e. Paypal.