Shipping policy
<h2>Where we ship</h2>
<p>We ship <strong>Australia-wide</strong>. Every order is dispatched from within Australia — nothing you order is coming in from overseas and sitting in customs.</p>
<p>We don't ship internationally yet. If you're outside Australia, email {{hello@auspetsupply.com.au}} and we'll let you know if that changes.</p>
<h2>Shipping costs</h2>
<ul>
<li><strong>Free standard shipping on orders over $99</strong> to metro areas. Bulky items are excluded — see below.</li>
<li>Under $99, shipping is calculated at checkout based on the size of the parcel and where it's going. You'll see the exact figure before you pay — there are no surprise charges after your order is placed.</li>
</ul>
<p><strong>Bulky items</strong> — large beds, ramps, crates and similar oversize products — are marked on their product pages. Couriers price on the space a parcel takes up rather than what it weighs, so bulky items carry a delivery surcharge and don't count towards free shipping. The surcharge shows at checkout before you pay.</p>
<h2>When your order goes out</h2>
<p>Orders are dispatched by our fulfilment partner within <strong>1–2 business days</strong>. Orders placed on a weekend or public holiday go out on the next business day. We don't offer same-day dispatch.</p>
<p>Occasionally an order with several items may arrive as more than one parcel. You'll get tracking for everything.</p>
<p>If something you've ordered is unexpectedly out of stock or delayed, we'll email you rather than leave you wondering. You can wait, swap to something else, or get a full refund — your call.</p>
<h2>How long delivery takes</h2>
<p>Orders ship from South Australia. Once your order is dispatched, typical transit times are:</p>
<ul>
<li><strong>Adelaide metro</strong>: 1–2 business days</li>
<li><strong>Melbourne, Sydney and Brisbane metro</strong>: 2–5 business days</li>
<li><strong>Perth, regional areas, NT and Tasmania</strong>: 4–9 business days</li>
</ul>
<p>These are estimates from our couriers, not guarantees. Bulky items sometimes move through freight depots rather than standard parcel runs, which can add a day or two. Christmas, end-of-financial-year sales, floods, bushfires and courier strikes all push things out, and we'll post a note on the site when we know delivery is running slow.</p>
<p>If your order is taking noticeably longer than the estimate above, email us with your order number and we'll chase the courier for you.</p>
<h2>Tracking</h2>
<p>You'll get an email with tracking once your order is on its way. Tracking sometimes takes up to 24 hours to start updating after the first scan — that's normal and doesn't mean your parcel is lost.</p>
<h2>Delivery addresses</h2>
<p>Please double-check your delivery address at checkout, including the unit or street number. Once a parcel is in the courier network we often can't redirect it, and an order returned to us as undeliverable will need to be re-sent at your cost.</p>
<ul>
<li>Bulky items are usually <strong>too large for PO boxes and parcel lockers</strong> — please give us a street address for those.</li>
<li>Business and residential addresses both work. If nobody will be home during the day, a work address is usually the safer bet.</li>
<li>If the courier can't deliver and leaves a card, follow the instructions on it promptly. Parcels held at a depot are usually returned to sender after a set period, and a redelivery may attract a fee.</li>
</ul>
<h2>Authority to leave</h2>
<p>Where you've given the courier authority to leave, or where the courier judges the location safe, your parcel may be left without a signature. Once a parcel has been left as instructed we can't take responsibility for it going missing or getting rained on. If your spot isn't secure, ask for a signature on delivery or send it somewhere staffed.</p>
<h2>If something arrives damaged, or doesn't arrive at all</h2>
<p>Check your order over when it lands. If the carton is crushed or torn, or the product itself is damaged, <strong>tell us within 7 days of delivery</strong> and send photos of the outer box, the shipping label and the damage. Hang on to the packaging until we've sorted it. We'll organise a replacement, repair or refund at no cost to you — see our Refund and Returns Policy for the detail.</p>
<p>If tracking says delivered and nothing turned up, check with anyone else at the address and have a look in the usual hiding spots, then get in touch. We'll lodge an enquiry with the courier and stay on it until there's an answer.</p>
<p>Nothing on this page limits your rights under the Australian Consumer Law.</p>
<h2>Questions</h2>
<p>If you need something by a particular date — a new puppy arriving, a birthday, a vet-recommended change for an ageing pet — email us before you order and we'll tell you straight whether it's likely to make it.</p>
<p>Aus Pet Supply · ABN 37 675 468 701<br>
Email: {{hello@auspetsupply.com.au}}<br>
Web: auspetsupply.com.au</p>