Shipping policy

SHIPPING POLICY

Last updated: 1 August 2026

This Shipping Policy applies to orders placed with The Pet Superstore AU. We operate exclusively online and fulfil orders from Australian and overseas warehouses.

FREE AUSTRALIAN SHIPPING

We provide free standard shipping on every order delivered within Australia, including regional and remote locations that our delivery partners can service.

There is no minimum order value required for free standard shipping. We will not request additional shipping payment after an order has been completed.

If an address cannot be serviced because of legal, carrier or product restrictions, we will contact you and provide an appropriate alternative or refund the affected product.

DELIVERY TIMEFRAME

Most orders are expected to arrive within 4–10 business days from the date the order is placed.

Business days do not include weekends or public holidays. Delivery estimates may be affected by:

• Regional or remote delivery locations
• Courier network delays
• Severe weather or natural disasters
• Public holidays and peak shopping periods
• Customs or international freight delays
• Incorrect or incomplete delivery information
• Product availability or supplier delays

Delivery timeframes are estimates and are not guaranteed delivery dates. We will take reasonable steps to dispatch and deliver orders within the stated timeframe or otherwise within a reasonable period.

AUSTRALIAN AND OVERSEAS FULFILMENT

Products may be dispatched from:

• Australian warehouses
• Australian suppliers or fulfilment partners
• Overseas warehouses, suppliers or fulfilment partners

The fulfilment location may depend on product availability and the delivery address.

Ordering a product fulfilled from overseas does not change the price or free standard shipping displayed at checkout. Overseas fulfilment may occasionally be affected by customs, international freight or carrier delays.

ORDER PROCESSING

Orders begin processing after payment has been successfully completed and any required fraud or address checks have been finalised.

Orders placed on weekends or public holidays may not begin processing until the next business day.

We will contact you if additional information is required to process or deliver your order.

TRACKING

Tracking is provided for every order where supported by the delivery service.

Tracking details will usually be sent by email after the order has been dispatched. Tracking may take several business days to display its first scan, particularly where an overseas supplier or freight partner transfers the parcel to a local Australian carrier.

An order containing multiple products may be sent in separate parcels. Each parcel may have a different tracking number and delivery date.

SPLIT SHIPMENTS

Products within the same order may be dispatched separately where they are stored at different warehouses or become available at different times.

You will not be charged additional shipping fees because an order is divided into multiple parcels.

Receiving only part of an order does not necessarily mean the remaining products are missing. Check the tracking information provided for any additional parcels or contact us for assistance.

DELIVERY ADDRESSES

You are responsible for providing a complete and accurate delivery address when placing an order.

Please check that your address includes any relevant:

• Unit, apartment or property number
• Street name and number
• Suburb, state and postcode
• Business or building name
• Parcel-locker or PO-box details
• Access or delivery instructions

Contact us as soon as possible if you notice an address error. We will attempt to update the address, but changes cannot be guaranteed once an order has entered processing or been dispatched.

If an order is returned, redirected or redelivered because of an incorrect or incomplete address supplied by the customer, we may require payment of the reasonable additional delivery cost before resending it. We will not charge this cost where the address error was caused by us.

PO BOXES AND PARCEL LOCKERS

We may deliver to PO boxes and parcel lockers where the selected courier and product permit it.

Some bulky products, restricted products or courier services may require a physical street address. We will contact you if an alternative address is needed.

AUTHORITY TO LEAVE

A courier may leave a parcel in a reasonably safe location where:

• You provide authority to leave
• The delivery service permits unattended delivery
• The courier determines that a safe location is available

Where authority to leave is selected, please ensure that the delivery location is secure and protected from weather and animals.

Authority to leave does not remove any rights you may have if the parcel was not delivered in accordance with your instructions or was mishandled by the carrier.

FAILED DELIVERY AND UNCOLLECTED PARCELS

If no one is available to receive a parcel, the courier may:

• Leave it in a safe location
• Take it to a collection point
• Attempt delivery again
• Return it to the sender

You are responsible for monitoring tracking and collecting a parcel within the carrier’s collection period.

If a parcel is returned because it was not collected, delivery was repeatedly unsuccessful or access could not be obtained, contact us to arrange the next step. Reasonable redelivery costs may apply where the failed delivery was not caused by us or the courier.

DELIVERY DELAYS

Tracking updates may occasionally pause while a parcel moves between warehouses, freight providers or local couriers.

If your order has not arrived within the estimated timeframe, contact us at support@thepetsuperstore.com.au with your order number. We will review the tracking information and contact the relevant warehouse, supplier or courier where necessary.

A delay does not automatically mean that a parcel has been lost. However, if an order cannot be delivered within the promised or a reasonable timeframe, we will provide an appropriate remedy in accordance with the Australian Consumer Law.

LOST OR MISSING PARCELS

Contact us if:

• Tracking has not updated for an extended period
• The estimated delivery period has passed
• A parcel is recorded as delivered but cannot be located
• Only part of an order has arrived and no additional parcel is shown

Before contacting us about a parcel recorded as delivered, please check:

• Around the delivery address and any safe locations
• With other occupants, neighbours or building management
• Your mailbox, parcel locker or nearby collection point
• Any delivery photograph or instructions shown in the tracking

We will investigate the delivery with the relevant courier or fulfilment partner. Depending on the outcome and applicable law, we may arrange a replacement, refund or another appropriate remedy.

A courier’s delivered scan or photograph may be considered as part of the investigation but does not automatically prevent a valid claim where the parcel was not properly delivered.

DAMAGED PARCELS

If a product arrives damaged, contact us as soon as reasonably possible at support@thepetsuperstore.com.au.

Please include:

• Your order number
• A description of the damage
• Clear photographs of the product
• Photographs of the parcel and shipping label where available

Keep the product and packaging until we confirm the next steps, as they may be required for assessment or a courier claim.

Damaged or faulty products are handled under our Refund & Return Policy and the Australian Consumer Law.

PREORDERS AND BACKORDERS

Preorder and backorder products may have different estimated dispatch or delivery periods. The applicable estimate will be shown on the product page, at checkout or communicated separately.

If an order contains both available and preorder or backorder products, we may:

• Hold the order until all products are available
• Dispatch available products separately
• Contact you with available options

Preorder and backorder dates are estimates and may change because of supplier, manufacturing, customs or freight delays.

SHIPPING RESTRICTIONS

Some products may be subject to legal, safety, courier or location restrictions.

We may decline or cancel delivery of a restricted product where it cannot lawfully or safely be sent to the nominated address. If we cancel a paid product for this reason, we will refund the amount paid for that product.

CUSTOMER COLLECTION

The Pet Superstore AU is an online-only retailer and does not offer customer collection unless we expressly arrange it with you in writing.

CHANGES TO THIS POLICY

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

Updates apply from the date the revised policy is published and will not retrospectively alter the shipping terms applying to an order already accepted.

CONTACT US

For shipping or delivery assistance, contact:

support@thepetsuperstore.com.au