Shipping policy

Shipping Policy

At AUSTRALIAN PET NUTRITION (ACN 649 176 572) (we, us, our), we are committed to delivering your orders promptly and efficiently while ensuring your satisfaction. This Shipping Policy (Policy) outlines important information regarding our shipping process, costs, and timelines.

This Policy governs all shipping we undertake and forms a binding contractual agreement between us and you. This Policy is important and should be read carefully. Any questions about this Policy must be directed to us in writing at customersupport@australianpetnutrition.com.au before purchasing our products or using our services.

1           ORDERS PROCESSING TIME

1.1        Standard orders are processed and dispatched within 1-2 business days of payment confirmation.

 

1.2        Express orders placed before 1pm (ACST) are dispatched on the same business day. Express orders placed after 1pm are dispatched on the following business day.

 

1.3        Orders placed on weekends or public holidays will be processed on the next business day.

 

1.4        During peak periods or sales events, processing times may extend by an additional 1-2 business days.

 

1.5        Once your order has been dispatched, you will receive an email confirmation to let you know your order is on the way, which will contain a tracking number to allow you to monitor the progress through the Australia Post’s website.

2           SHIPPING RATES AND DELIVERY ESTIMATES WITHIN AUSTRALIA

2.1           We use Australia Post to deliver our products, and we currently ship to all locations within Australia.

 

2.2           We offer multiple shipping options to meet your needs:

 

(a)            Standard Shipping

Orders over $150 will have a free standard shipping.

Orders under $150, a flat rate of $15 will apply.

Delivery time: estimated 5-10 business days, depending on the destination within Australia.

 

(b)            Express Shipping

Available for all orders at a flat rate of $20.

Delivery time: estimated 1-3 business days for metro areas. Regional and remote areas may take slightly longer.

2.3           You acknowledge that delivery timeframes are subject to Australia Post’s delivery schedules. Please refer to the Australia Post website for any delays that may affect the timelines outlined in this clause.

3           INTERNATIONAL SHIPPING

3.1           We currently offer shipment to the USA and New Zealand.

 

3.2           For orders shipped to the USA, a flat rate of $25 applies on all orders.

 

3.3           International orders will be dispatched within 2 business days.

 

3.4           Your order may be subject to import duties and taxes (including but not limited to Value Added Tax), which are incurred once a shipment reaches your destination country. You acknowledge when placing an order that we are not responsible for these charges.

 

3.5           Your order may also be subject to customs requirements. By proceeding with the purchase, you agree that you to take full responsibility for all customs requirements.

 

3.6           If the customs reject your order, we accept no liability for the rejection or associated costs.

4           DELIVERY TIME

4.1           While we aim to meet the delivery timelines, delays may occur due to unforeseen circumstances such as:

 

(a)            Extreme weather conditions;

 

(b)            Regional or remote delivery challenges;

 

(c)             High demand during sale periods or holiday seasons.

 

4.2           In the event of a delay, we will take steps to notify you promptly and work with Australia Post to resolve any issues.

 

4.3           Delivery times are estimates and cannot be guaranteed. Even when we process and dispatch your order correctly and on time, delays may occur as delivery times depend on Australia Post's services.

5           UNDELIVERABLE PACKAGES

5.1           If a package is returned to us due to an incorrect address or failure to collect from a delivery point, we will contact you to arrange redelivery. Redelivery fess may apply.

 

5.2           We do not deliver frozen food if no one is available to accept delivery of the order. If we are unable to delivery your order of frozen food, we will return your order to our warehouse and will contact you to reschedule your delivery for the next delivery run in the following week.

 

5.3           We accept no responsibility for undeliverable packages resulting from the absence of a recipient at the delivery address at the time of delivery. By placing an order, you acknowledge and agree that ensuring someone is available to receive the package is your responsibility.

6           MISSING, DAMAGED, OR INCORRECT ITEMS

6.1           If your order arrives incomplete, damaged, or incorrect, please contact our customer service team as soon as you received the package at customersupport@australianpetnutrition.com.au and include your order number, photos of the damaged (if applicable), and a description of the issue for prompt resolution.

 

6.2           You acknowledge that all returns are subject to our terms and conditions.

7           SPECIAL NOTES FOR BULK ORDERS

7.1           Additional shipping fees may apply to bulk or large orders. Please contact our team for a shipping quote before placing your order.

 

7.2           Delivery times for bulk orders may vary depending on the quantity and delivery location.

8           CONTACT US

8.1           For any questions or concerns about your order or this Policy, please contact us at customersupport@australianpetnutrition.com.au.

© Progressive Legal Pty Ltd – All legal rights reserved (2025). This Policy was last updated in January 2025.