Shipping Policy

 

Business Name: MyPaw Pet Food PTY LIMITED
ABN: 83 674 185 025
Address: 331 Condamine Street, Manly Vale NSW 2093 Australia
Email: Support@mypawpetfood.com.au
Phone: +61 468 108 568

Operating Hours:
Monday – Friday: 9:00 AM – 5:00 PM AEST
Saturday – Sunday: 11:00 AM – 4:00 PM AEST

1. Order Processing Time

At MyPaw Pet Food, we aim to process and dispatch orders promptly.

Orders are generally processed within 1–2 business days after payment has been successfully received.

Orders placed on weekends or Australian public holidays will generally begin processing on the next business day.

Processing may take longer during periods of high demand, promotional events, public holidays, or unforeseen circumstances. If there is a significant delay, we will contact you using the contact details provided with your order.

2. Order Cut-Off Time

Our standard order cut-off time is:

2:00 PM AEST, Monday–Friday.

Orders received before the cut-off time on a business day will normally be processed that business day.

Orders received after the cut-off time, on weekends, or on public holidays will generally be processed on the next business day.

The order cut-off time is an estimate and does not guarantee same-day dispatch.

3. Handling Time

Handling time: 1–2 business days.

Handling time refers to the time required to prepare, pack, and dispatch your order after payment has been successfully received.

Certain products, large orders, or orders requiring additional processing may take longer.

4. Transit Time

Once your order has been dispatched, standard delivery within Australia generally takes approximately:

2–7 business days

Transit times can vary depending on your delivery location, courier capacity, weather conditions, public holidays, and other circumstances outside our control.

Remote and regional areas may require additional delivery time.

5. Total Estimated Delivery Time

The estimated total delivery time is:

3–9 business days

This consists of:

  • Handling/processing: 1–2 business days

  • Transit: 2–3 business days

  • Estimated total: 3–5 business days

Delivery estimates are not guaranteed delivery dates.

6. Shipping Currency

All shipping charges are displayed and charged in:

Australian Dollars (AUD).

Product prices and applicable shipping charges will be clearly displayed at checkout before payment is completed.

7. Shipping Costs

We offer the following shipping rates for eligible orders within Australia:

Order Value Shipping Cost
Orders $200 AUD or more FREE SHIPPING

Orders $99 AUD to $200AUD

Minimum Order 

$8.95 AUD flat rate

$99 AUD

The free shipping threshold is calculated based on the eligible merchandise value of the order before shipping charges.

Any exclusions or special delivery charges applicable to particular products or locations will be clearly communicated before checkout.

8. Shipping Confirmation and Tracking

Once your order has been dispatched, we will provide a shipping confirmation by email where tracking information is available.

The shipping confirmation may include:

  • Courier or delivery carrier name

  • Tracking number

  • Tracking link

  • Dispatch date

  • Estimated delivery information

You can use the tracking information to monitor your shipment directly through the carrier’s tracking system.

Tracking information may take some time to become active after the parcel has been collected by the carrier.

9. Delivery Address

Orders are delivered to the address provided by the customer during checkout.

Please ensure that your delivery address, apartment/unit number, postcode, contact telephone number, and any other relevant delivery information are accurate before completing your order.

MyPaw Pet Food is not responsible for delays or additional costs caused by incorrect, incomplete, or outdated delivery information supplied by the customer.

If you notice an incorrect address after placing your order, contact us as soon as possible at Support@mypawpetfood.com.au or +61 468 108 568.

We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

10. Delivery Carriers

MyPaw Pet Food may use reputable third-party delivery carriers and courier services to deliver orders within Australia.

The carrier selected may depend on the destination, parcel size, weight, availability, and delivery requirements.

Available delivery carriers may include Australia Post, StarTrack, Sendle, or other reputable Australian courier services.

The carrier used for an individual order may vary.

11. Delivery Attempts

Delivery carriers may make one or more delivery attempts depending on their standard procedures.

If nobody is available to receive the order, the carrier may:

  • Leave the parcel in a safe location where permitted;

  • Leave a delivery notification;

  • Redirect the parcel to a collection point; or

  • Arrange another delivery attempt.

Customers should follow the carrier’s instructions provided through the tracking information.

12. Delayed or Lost Shipments

Although we work with reputable delivery carriers, delivery delays can occasionally occur due to circumstances outside our control, including:

  • Severe weather;

  • Natural disasters;

  • Public holidays;

  • Courier network disruptions;

  • Incorrect or incomplete delivery addresses;

  • High seasonal demand;

  • Remote-area delivery requirements; or

  • Other unforeseen circumstances.

If your order has not arrived within a reasonable period after the expected delivery timeframe, please contact us so that we can assist with tracking the shipment and, where appropriate, contact the carrier.

13. Damaged Packages

Please inspect your order when it arrives.

If your package appears damaged, we recommend taking photographs of the packaging and the products before disposing of any packaging materials.

Contact us as soon as possible at Support@mypawpetfood.com.au with:

  • Your order number;

  • A description of the damage; and

  • Clear photographs of the package and affected products.

We will assess the issue and work with you to determine the appropriate resolution in accordance with our Returns and Refunds Policy and applicable Australian consumer law.

14. Incorrect, Missing, or Incomplete Orders

If you receive an incorrect item, an item is missing from your order, or your order arrives with a problem, please contact us promptly.

Please provide your order number and details of the issue so that our customer service team can investigate and assist you.

15. Authority to Leave

Where available, customers may be able to select an authority-to-leave or safe-place delivery option through the carrier.

If you authorise a carrier to leave a parcel unattended, delivery may be considered completed when the carrier records the parcel as delivered to the nominated location.

Customers should only select a safe delivery location where appropriate.

16. Delivery to Remote and Regional Areas

We deliver to eligible Australian addresses, including many regional and remote locations.

Delivery times may be longer for remote and regional areas.

Additional delivery restrictions or charges may apply where a carrier does not provide standard service to a particular location. If additional charges apply, we will communicate them before fulfilling the order where reasonably possible.

17. Public Holidays

Orders placed on Australian public holidays will generally be processed on the next business day.

Public holidays may also affect courier collection and transit times.

As a result, delivery may take longer than the standard estimated delivery timeframe during public holiday periods.

18. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible.

We will try to accommodate your request where the order has not yet been processed or dispatched. Once an order has been dispatched, we may be unable to change or cancel it.

Any approved cancellation or refund will be handled in accordance with our applicable Returns and Refunds Policy and Australian consumer law.

19. Shipping Restrictions

Some products may be subject to delivery restrictions based on their size, weight, availability, or destination.

If we are unable to deliver an order to the address provided, we will contact you to discuss the available options.

20. Delivery Estimates

All delivery times stated in this policy are estimated timeframes only.

The estimated delivery timeframe begins after the order has been successfully processed and dispatched. It does not include delays caused by circumstances outside MyPaw Pet Food’s reasonable control.

We do not guarantee that an order will arrive on a specific date unless a specific delivery service has been expressly agreed upon.

21. Contact Us About Shipping

If you have any questions about shipping, delivery, tracking, or your order, please contact us:

MyPaw Pet Food PTY LIMITED
ABN: 83 674 185 025
Address: 331 Condamine Street, Manly Vale NSW 2093 Australia
Email: Support@mypawpetfood.com.au
Phone: +61 468 108 568

Operating Hours:
Monday – Friday: 9:00 AM – 5:00 PM AEST
Saturday – Sunday: 11:00 AM – 4:00 PM AEST

We are committed to providing clear shipping information and reliable delivery services to our customers.