Shipping policy
Shipping Policy
We know you're counting down to pickup day, so we work hard to get your kit to you before your puppy arrives. Here's everything you need to know about how we ship.
Where we ship
We currently ship Australia-wide. At this time we do not offer international shipping.
Shipping costs
Free shipping on all orders over $100. A flat rate of $9.95 applies to orders under $100. Your shipping cost is always shown at checkout before you pay.
When to order
To make sure everything is ready before your puppy comes home, we recommend ordering 7 to 10 days before your pickup day.
Processing time
Orders are processed and dispatched within 1 to 2 business days. Orders placed on weekends or public holidays are processed the next business day.
Delivery times
Once dispatched, estimated delivery times are:
- Metro areas: 2 to 5 business days
- Regional areas: 4 to 8 business days
Please note these are estimates provided by our carriers, not guarantees. Delivery times can occasionally be affected by carrier delays, weather, or busy periods, which are outside our control.
Tracking your order
You'll receive a confirmation email when your order is placed, and a tracking number by email the moment your order is dispatched, so you can follow it all the way to your door.
Missing, delayed or lost parcels
If your tracking hasn't updated in a few days, or your order hasn't arrived within the estimated timeframe, please email us at hello@pawone.com.au and we'll chase it up with the carrier for you.
If a parcel is confirmed lost in transit, we'll arrange a replacement or refund. Please note that once an order is marked as delivered by the carrier, we're unable to take responsibility for parcels that are stolen or go missing after delivery, so we recommend shipping to an address where someone can receive it.
Incorrect address
Please double-check your shipping address at checkout. We're unable to redirect or refund orders sent to an incorrectly entered address, though we'll always do our best to help.
Questions?
We're real puppy people and always happy to help. Email us anytime at hello@pawone.com.au