Shipping & Delivery Policy

Last updated: 1 October 2026

This policy explains how delivery works for orders placed on Pawfriends. Orders are sent directly by our suppliers, in most cases from overseas, and delivery is free to every address in Australia. If a product is sold by an independent seller, that seller sends it. Either way, Pawfriends helps if something goes wrong.

Where we deliver

• We currently deliver to addresses within Australia only.
• Some items can't be delivered to PO boxes or parcel lockers. If an item can't be delivered to your address, you'll be told before you pay.
• Please make sure your delivery address is complete and correct. If an order is sent to the address you entered and that address is wrong, the seller may not be responsible for redelivery.

Where items ship from

Where each item ships from is shown at checkout before you pay:

• Ships from Australia – some suppliers send from a warehouse in Australia; the listing will say so.
• Ships from overseas – most items are sent by our suppliers from outside Australia, mainly from China.

Delivery costs

• Delivery is free to every address in Australia.
• All prices are in AUD and include GST; there is no delivery charge at checkout.

Delivery times

Delivery options and costs for your postcode are shown at checkout before you pay. Delivery time is made up of:

• Handling time – the time the seller takes to pack and send your order.
• Transit time – the time the carrier takes to deliver it to you.

As a general guide:

• Items shipped from Australia usually arrive within the time shown by the seller, which depends on your location.
• Items shipped from overseas usually take longer – typically around 7–20 business days.

All delivery times are estimates, not guarantees. Deliveries to regional and remote areas may take longer, and delays can happen because of carrier issues, customs checks, severe weather, public holidays and peak periods.

Multiple parcels

If you order from more than one seller, or a seller sends items from different locations, your order may arrive in several parcels on different days. Each parcel will have its own tracking where available.

Tracking your order

When a seller sends your order, we'll email you and show tracking details (where available) on your order page. Tracking for overseas parcels may not update for several days while the parcel is in international transit or customs.

Customs and import charges

Prices on Pawfriends include GST, including for items shipped from overseas. If a carrier or anyone else asks you to pay an unexpected charge to receive an Pawfriends order, contact [email protected] before paying – this can also be a sign of a delivery scam.

Missed deliveries

If a carrier can't deliver your parcel, they may leave a card or send a notice with instructions for collection or redelivery. Parcels that aren't collected may be returned to the seller. Email [email protected] with your order number if this happens.

Late, lost or damaged deliveries

• Late: if your order hasn't arrived by the end of the estimated delivery window, email [email protected] with your order number and we'll contact the seller.
• Lost: if the seller can't locate your parcel or doesn't respond, we'll handle it as an "item not received" claim under Pawfriends Buyer Protection.
• Damaged: take photos of the item and packaging and email them to [email protected] with your order number. See our Returns & Refunds Policy.

Under the Australian Consumer Law, a seller must supply goods within the time agreed, or within a reasonable time if no time was agreed. Nothing in this policy limits your rights under the Australian Consumer Law.

Questions?

See our Help Centre or email [email protected].