Shipping & Delivery Policy

Last updated: 5 October 2026

At a glance

HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends is the seller of record for all products currently sold on Pawfriends.
We deliver to Australia only, including all states, territories, regional and remote areas.
Delivery is free on every order. Prices are in AUD, include GST, and there is nothing extra to pay on delivery for a standard Pawfriends order.
Orders are usually dispatched within 1-5 business days and usually arrive within 7-20 business days of ordering.
Most items are sent from overseas, mainly China. Some items are sent from Australia and the listing says so.
Tracking is emailed when your order is dispatched.
If your order has not arrived 20 business days after ordering, or by the latest estimate shown to you, contact us for an investigation, replacement or full refund.

This policy explains how shipping and delivery work for orders placed on Pawfriends at pawfriends.com.au. HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends runs the website and checkout, takes payment, and handles customer service, delivery problems, returns and refunds. Your order is usually sent directly to you by the relevant supply partner. If we later open a listing to an independent seller, that seller will be clearly named on the listing before you buy and will be the seller of record for that listing.

If you have delivery questions, contact HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends at [email protected]. We are based in Melbourne, Victoria, Australia, and we usually reply to emails within one business day.

Where do you deliver?

We currently deliver to Australia only.
We deliver to every state and territory, including regional and remote areas.
Some items cannot be delivered to PO boxes or parcel lockers. If an item cannot be sent to your address, this will be shown before payment.
Please make sure your delivery address, email address and phone number are complete and correct when you place your order.

Who sends my order?

Every product on Pawfriends is currently sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. The stores on Pawfriends each group the range of one of our supply partners. After you place an order, the relevant supply partner dispatches the item directly to you.

Most items are sent from overseas, mainly China. A smaller number are sent from Australia, and the listing will say so.

How much is delivery?

Delivery is free on every order, with no minimum spend.
Prices are in AUD and include GST.
There is nothing extra to pay on delivery for a standard Pawfriends order.

How long do dispatch and delivery take?

Dispatch
Usual time: 1-5 business days after ordering
Notes: Most orders are prepared and sent by the relevant supply partner.
Delivery
Usual time: 7-20 business days of ordering
Notes: Regional and remote areas, customs checks, public holidays and peak periods can add time.
Australia-sent items
Usual time: Varies by listing
Notes: Some items sent from Australia may arrive faster, but the estimate shown on the listing or at checkout is the best guide.

All delivery timeframes shown on Pawfriends are estimates, not guarantees.

Will I get tracking?

Yes. We email tracking details when your order is dispatched.

International tracking may not update for several days while the parcel is in transit or going through customs. This does not necessarily mean the parcel is lost.

If your order contains items from more than one store, or from different supply locations, it may arrive in separate parcels on different days.

Do I need to pay customs, import charges or carrier fees?

No extra charges should be payable for a normal Pawfriends order. Prices on Pawfriends include GST, including for items shipped from overseas.

If a carrier or anyone else asks you to pay duty, GST, a clearance fee or any other charge for a Pawfriends order, contact [email protected] before paying anything. Unexpected payment requests can sometimes be a delivery scam.

What happens if I miss a delivery?

If a carrier cannot deliver your parcel, they may leave a card, send an SMS or email, or provide instructions for collection or redelivery.

If you miss a delivery or need help arranging redelivery, email [email protected] with your order number.

If a parcel is returned because the delivery address provided at checkout was incomplete or incorrect, this can delay delivery and may prevent successful redelivery.

What should I do if my order is late, lost or damaged?

Email [email protected] with your order number.
If the parcel is damaged, include photos of the item and packaging.
We will investigate with the carrier or supply partner and tell you what happens next.

Order not arrived
What to do: Contact us if it has not arrived 20 business days after ordering, or by the latest estimate shown to you.
What we do: We investigate and, if the parcel cannot be delivered, we send a replacement or give a full refund.
Tracking appears stuck or parcel seems lost
What to do: Contact us with your order number.
What we do: We investigate with the carrier or supply partner and keep you updated. If confirmed lost, we send a replacement or provide a full refund.
Damaged in transit
What to do: Email us with your order number and photos of the item and packaging.
What we do: We offer a replacement or a full refund.

For more detail about refunds, see our Returns & Refunds Policy.

Does Buyer Protection apply to delivery problems?

Yes. Our Buyer Protection applies in addition to your rights under the Australian Consumer Law.

For an item not received, the Buyer Protection claim window runs from the latest estimated delivery date until 30 days after it.

Can I change or cancel my order?

You can cancel an order free of charge until it has been dispatched. Email [email protected] with your order number as soon as possible. After dispatch, an order can no longer be cancelled.

If a price or product detail is obviously wrong, we may cancel the order before dispatch and refund it in full.

Your Australian Consumer Law rights

Nothing in this policy limits your rights under the Australian Consumer Law.

ACL consumer guarantees apply whether an item is shipped from Australia or overseas. If goods are faulty, unsafe, not as described or not fit for purpose, you may be entitled to a repair, replacement or refund as provided by law.

For these problems, see our Returns & Refunds Policy for how to report an issue and what happens next.

Questions?

See our Help Centre or contact HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends at [email protected].