Shipping and Delivery
At Pets Paradise, we're committed to getting your pet supplies to you quickly and safely. Here's everything you need to know about our shipping and delivery options.
Delivery Areas
We currently deliver to all addresses within Australia, including:
- Metropolitan areas in all states and territories
- Regional and rural locations
- PO Boxes and parcel lockers (where applicable)
Note: Some remote areas may have extended delivery times. International shipping is not currently available.
Shipping Options & Costs
Standard Shipping
- Delivery Time: 3-7 business days
- Cost: $9.95 (FREE on orders over $75)
- Tracking: Included
Express Shipping
- Delivery Time: 1-3 business days
- Cost: $15.95
- Tracking: Included
- Available for metro areas only
Same-Day Delivery
- Delivery Time: Within 4 hours (order by 2 PM)
- Cost: $25.00
- Available in select Sydney metro postcodes only
- Subject to availability
Free Shipping
Enjoy FREE standard shipping on all orders over $75! This offer applies automatically at checkout when your order total reaches the threshold.
Order Processing
- Orders placed before 2:00 PM AEST on business days are typically dispatched the same day
- Orders placed after 2:00 PM or on weekends/public holidays will be processed the next business day
- You'll receive an email confirmation when your order is dispatched with tracking information
Tracking Your Order
Once your order has been dispatched, you'll receive:
- A shipping confirmation email with your tracking number
- A link to track your package in real-time
- Estimated delivery date
- SMS notifications for delivery updates (where available)
Delivery Process
Standard Delivery: Our courier will attempt delivery to your specified address. If no one is available to receive the package, a card will be left with instructions for collection or redelivery.
Signature Required: Orders over $200 require a signature upon delivery for security purposes.
Safe Drop: You can request a safe drop location in the delivery instructions at checkout if you won't be home.
Delivery Delays
While we strive for on-time delivery, delays may occasionally occur due to:
- Extreme weather conditions
- Public holidays
- Courier disruptions
- Incorrect or incomplete delivery addresses
If your order is delayed beyond the estimated delivery date, please contact us and we'll investigate immediately.
Special Delivery Instructions
During checkout, you can provide special delivery instructions such as:
- Gate codes or access instructions
- Preferred safe drop locations
- Best time for delivery
- Contact number for the courier
Bulk or Heavy Items
Large or heavy items (such as bulk pet food bags, large crates, or aquariums) may require:
- Extended delivery times
- Additional shipping fees
- Delivery to ground floor or kerbside only
Any additional charges will be clearly displayed at checkout.
Damaged or Missing Packages
Damaged Package: If your package arrives damaged, please take photos and contact us within 48 hours at support@petsparadise.com.au. We'll arrange a replacement or refund immediately.
Missing Package: If your tracking shows the package was delivered but you haven't received it, please:
- Check with neighbors or building management
- Look for a safe drop location
- Contact us within 7 days and we'll investigate with the courier
Order Changes
Need to change your delivery address or cancel your order? Contact us as soon as possible at support@petsparadise.com.au. Once an order has been dispatched, we cannot modify the delivery details.
Contact Us
For shipping inquiries or assistance, please contact our customer service team:
Email: support@petsparadise.com.au
Phone: +61 (0)2 1234 5678
Business Hours: Monday - Friday, 9:00 AM - 6:00 PM AEST