Shipping policy
SHIPPING POLICY
Last updated: 31 October 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.
AUSTRALIAN SHIPPING RATES
All shipping prices below are in Australian dollars and include GST where applicable. Your complete shipping charge is shown at checkout before payment.
For products in our standard shipping range, delivery is $8.99 per shipping group on orders below $49. Standard delivery is free when the order merchandise subtotal is $49 or more after discounts, excluding shipping charges. Different shipping groups may be used for products fulfilled through different warehouses or delivery arrangements, and their applicable charges are combined at checkout.
The $49 offer applies only to standard delivery of eligible products to serviceable Australian addresses. It does not remove weight-based delivery charges, special handling or quoted delivery charges. The order subtotal determines the standard delivery offer; weight-based delivery remains payable even when the total order is $49 or more.
WEIGHT-BASED DELIVERY
Products identified as weight-based delivery have separate delivery charges and are excluded from the $49 free-standard-shipping offer. These products may be dispatched separately from other items in your order.
The following fixed Australian delivery bands apply to each weight-based shipping group. These are our published customer delivery rates, not a live courier quote. Shipping weight is the chargeable weight used for delivery and may include packaging and cubic weight; it can differ from a food bag's labelled net weight.
| Chargeable shipping weight | Delivery charge including GST |
|---|---|
| Under 0.5 kg | $12.99 |
| 0.5 kg to under 1 kg | $17.99 |
| 1 kg to under 3 kg | $21.99 |
| 3 kg to under 5 kg | $26.99 |
| 5 kg to under 10 kg | $41.99 |
| 10 kg to under 15 kg | $51.99 |
| 15 kg to under 25 kg | $86.99 |
| 25 kg to under 43 kg | $127.99 |
For shipments of 43 kg or more, products without a verified shipping weight, oversized goods or destinations without an available delivery service, please contact us for a delivery quote before placing your order. If checkout shows no available rate, contact us rather than selecting an unrelated delivery method.
Deliveries require a serviceable physical street address. The rates above do not cover PO boxes, Parcel Lockers or Parcel Collect. Contact us before ordering if you require one of these addresses. Refrigerated or frozen products are only available where a suitable delivery service has been expressly confirmed; the standard parcel rates above do not establish refrigerated delivery availability.
For mixed orders, standard delivery and weight-based delivery are calculated separately and combined at checkout. For example, reaching the $49 order threshold may make the standard portion free while the weight-based portion retains its weight-based charge.
CHECKOUT PRICE AND EXISTING ORDERS
We will not request additional shipping payment after accepting an order to cover a difference between our quoted rate and our actual delivery cost. If an address or product cannot be serviced, we will discuss an appropriate alternative or refund the affected item. Any alternative that changes the order price requires your agreement.
Orders accepted before this policy change retain the shipping terms offered when they were placed. International delivery, where available, is priced separately at checkout and is not covered by the Australian $49 offer or weight-based rate table.
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 dispatch 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
• Overseas warehouses
The fulfilment location may depend on product availability and the delivery address.
Ordering a product fulfilled from overseas does not change the delivery price accepted 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 warehouse or freight provider 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.
Applicable shipping-group charges are included in the total displayed at checkout. We will not add another delivery fee after purchase simply because we divide an accepted shipment into more 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 standard-range products to PO boxes and parcel lockers where the selected courier and product permit it. Weight-based delivery rates require a physical street address; contact us before ordering if you need PO box, Parcel Locker or Parcel Collect delivery.
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 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 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: