Shipping Policy

Shipping costs

Shipping costs are calculated based on the size and weight of your order, the delivery location and the carrier required. The applicable shipping charge will be displayed at checkout or included in your quote or invoice.

Retail orders

Most retail orders are shipped through Australia Post. Larger or bulky orders may be sent through an alternative courier or freight service where necessary.

Once your order has been dispatched, tracking information will be sent to the email address or mobile number provided with your order, where tracking is available.

B2B and trade orders

B2B, wholesale and trade orders are generally sent using an express courier or another suitable freight provider.

Shipping costs may be calculated at checkout, included on your invoice or provided as part of a freight quote. Delivery timeframes depend on the size of the order, the delivery location and courier availability.

Express courier services do not guarantee same-day or next-day delivery unless this has been specifically confirmed in writing.

Processing and dispatch

Orders are processed and dispatched on business days, excluding weekends and Victorian public holidays.

Dispatch times may vary depending on stock availability, order volume, product size and whether an item needs to be manufactured or prepared. If there is a significant delay with your order, we will contact you using the details provided.

Estimated delivery times

Any delivery timeframe provided by Aussie Pet Doors, Australia Post or another carrier is an estimate only.

Actual delivery times may be affected by the destination, regional or remote locations, weather, peak trading periods, carrier delays and other circumstances outside our control.

Although we cannot control a parcel once it has been collected by the carrier, we will provide reasonable assistance if you experience a delivery problem.

Delivery addresses

Please ensure that your delivery address is complete and correct, including the postcode, unit number and business name where applicable.

Contact us as soon as possible if you need to change your delivery address. Once an order has been dispatched, we may not be able to redirect it.

Additional carrier charges resulting from an incorrect address, failed delivery or requested redelivery may be charged to the customer.

Authority to leave

Where authority to leave has been provided, the carrier may leave the parcel in a safe location at the nominated delivery address.

If you do not want your order left unattended, please request a signature-on-delivery service before your order is dispatched. Additional charges may apply.

Damaged orders

Please inspect your order as soon as it arrives. If an item appears to have been damaged during delivery, contact Aussie Pet Doors promptly and provide:

• Your order number
• Photographs of the damaged item
• Photographs of the packaging and shipping label
• A description of the damage

Please retain the product and its original packaging while the matter is being assessed. Do not install or use a product that appears to have been damaged in transit.

Missing or delayed deliveries

If tracking shows that your order has been delivered but you cannot locate it, please check around the delivery location and ask other household members, neighbours, reception staff or building management before contacting us.

For delayed or missing parcels, Aussie Pet Doors may need to lodge an enquiry with Australia Post or the relevant courier. We will keep you informed while the carrier investigates the delivery.

Split deliveries

Orders containing multiple products may be shipped in separate parcels or through different carriers. You may receive more than one tracking number, and the parcels may arrive at different times.

Contact us

If you have any questions about shipping or require assistance with an order, please contact Aussie Pet Doors via contact us, and we will always work with you to address any issues.

Nothing in this Shipping Policy excludes or limits any rights or remedies available under the Australian Consumer Law.