Shipping policy

  1. SHIPPING REGIONS

PuzuPaws currently ships to:

  • All locations within Australia (mainland and territories)
  • We do not currently offer international shipping at this time
  1. SHIPPING TIMEFRAMES

Processing Time:

  • Orders are processed Monday to Friday, excluding public holidays
  • Processing typically takes 1-2 business days after order confirmation
  • Weekend and public holiday orders will be processed the next business day

Delivery Timeframes:

  • Standard Delivery: 3-7 business days from dispatch
  • Express Delivery: 1-2 business days from dispatch (where available)
  • Regional areas: 5-10 business days from dispatch
  • Please note these are estimates and not guaranteed delivery dates

We are not responsible for delays caused by:

  • Shipping carrier delays
  • Customs or postal processing
  • Weather conditions
  • Natural disasters
  • Public holidays
  • High order volumes
  1. SHIPPING METHODS AND COSTS

Standard Shipping:

  • Available for most orders
  • Delivery within 3-7 business days
  • Cost varies based on postcode and order weight
  • Shipping costs calculated at checkout

Express Shipping:

  • Available for orders placed before 2:00 PM weekdays
  • Delivery within 1-2 business days
  • Premium shipping rates apply
  • Not available for all postcodes

Regional/Remote Delivery:

  • Additional fees may apply to remote areas
  • Delivery times may be extended to 5-10 business days
  • Some fragile items may not be available for regional delivery

Free Shipping:

  • May be offered on orders over a specified amount
  • Terms and conditions apply
  • Excludes certain oversized or heavy items
  1. SHIPPING ADDRESS REQUIREMENTS

Valid Shipping Address:

  • A complete street address (PO Boxes accepted for certain items)
  • Suburb/locality name
  • Postcode
  • Contact phone number
  • Contact email address

PuzuPaws is not responsible for:

  • Incorrect addresses provided by the customer
  • Undeliverable addresses
  • Packages returned to sender due to incomplete or incorrect information
  • Packages lost due to customer-provided address errors
  1. ORDER TRACKING

Tracking Information:

  • A tracking number will be provided via email when your order is dispatched
  • You can track your package using the provided tracking number and carrier website
  • Tracking updates are typically available within 24 hours of dispatch

Email Notifications:

  • Order confirmation email sent upon successful purchase
  • Dispatch notification with tracking information sent when order ships
  • Delivery confirmation sent upon successful delivery (carrier dependent)
  1. SPECIAL HANDLING FOR PERISHABLE ITEMS

Pet Food and Treats:

  • Perishable items are packaged with care to prevent spoilage
  • Additional packaging materials may be used to maintain freshness
  • Customers should inspect perishable items immediately upon delivery
  • Report any spoilage within 24 hours with photographic evidence

Sensitive Items:

  • Items sensitive to temperature are packaged with protective materials
  • During extreme weather, we may delay shipping to prevent damage
  • Customers are responsible for storing products appropriately upon receipt

Weather-Related Delays:

  • During extreme heat or cold, perishable items may not be shipped
  • We will contact you to reschedule delivery or offer alternatives
  • No additional charges for rescheduled deliveries due to weather
  1. FRAGILE ITEMS

Packaging Standards:

  • Fragile items are securely packaged with protective materials
  • Extra padding and cushioning are used to prevent breakage
  • Signed delivery may be required for high-value items

Damage Claims:

  • Inspect your package upon delivery
  • Photograph any visible damage before opening
  • Report damage within 24 hours to petshop19121998@gmail.com
  • Provide photographic evidence of damage and the damaged item
  • PuzuPaws will investigate and work to resolve the issue

Liability:

  • PuzuPaws takes reasonable precautions but is not responsible for damage during transit
  • Shipping carriers maintain insurance; file claims directly with the carrier if necessary
  • Customers may provide proof of damage for replacement consideration
  1. SIGNATURE REQUIRED

Signature on Delivery:

  • Certain high-value items may require signature on delivery
  • You will be notified if signature is required for your order
  • If you cannot sign, provide delivery instructions to the carrier

Unclaimed Packages:

  • If a package cannot be delivered and is returned to sender, you will be notified
  • A restocking fee may apply to returned items
  • Shipping costs are non-refundable for returned packages
  1. DELIVERY TO SPECIFIC LOCATIONS

Apartments and Unit Complexes:

  • Provide clear unit/apartment number and building access instructions
  • Include any security gate codes or intercom numbers
  • Delivery to reception areas may occur if building access is restricted

Rural and Remote Areas:

  • Extended delivery timeframes apply
  • Some items may not be available for remote delivery
  • Additional shipping charges may apply
  • Confirm address accuracy before purchase
  1. LOST OR MISSING PACKAGES

Reporting a Missing Package:

  • Contact us within 7 days of the expected delivery date
  • Provide your order number and tracking information
  • We will investigate with the shipping carrier
  • Investigation typically takes 5-10 business days

Resolution:

  • If confirmed lost, we will offer a replacement or refund
  • A replacement will be reshipped at no additional cost
  • Refunds will be processed after investigation completion
  • Insurance claims may be filed with the carrier
  1. UNDELIVERABLE PACKAGES

If a Package Cannot Be Delivered:

  • The carrier will attempt delivery based on delivery instructions
  • After failed delivery attempts, the package will be returned to sender
  • We will notify you of the return
  • A restocking fee may apply to returned items

Reshipment:

  • You may provide a corrected address for reshipment
  • Additional shipping fees will apply for reshipment
  • Or request a refund minus original shipping costs
  1. SHIPPING DELAYS AND WEATHER

Adverse Weather:

  • Orders may be held to prevent damage during extreme weather
  • You will be notified of any delays
  • No additional charges apply for weather-related delays
  • Delivery timeframes will be adjusted accordingly

Natural Disasters:

  • In the event of natural disasters affecting shipping, we will notify customers
  • Orders may be delayed or cancelled at customer request
  • Full refunds will be issued for cancelled orders
  1. BULK ORDERS

Large Orders:

  • Bulk orders may require extended processing time (up to 5 business days)
  • Contact us at petshop19121998@gmail.com for bulk order inquiries
  • Special shipping arrangements may be available
  • Quote will be provided before order placement
  1. INTERNATIONAL SHIPPING

Currently Unavailable:

  • PuzuPaws does not offer international shipping at this time
  • We only ship within Australia
  • For future updates, subscribe to our newsletter or check our website
  1. SHIPPING COSTS

Calculation:

  • Shipping costs are calculated based on destination postcode and package weight
  • Costs are displayed at checkout before payment
  • All prices include GST (if applicable)

Non-Refundable:

  • Shipping costs are non-refundable once an order has been dispatched
  • If an order is cancelled before dispatch, full refund including shipping will be issued
  • If a return is initiated, return shipping costs are customer's responsibility (unless due to our error)
  1. CHANGE OF ADDRESS

Before Dispatch:

  • Contact us immediately at petshop19121998@gmail.com if you need to change your delivery address
  • Address changes are only possible before order dispatch
  • Provide your order number and new address
  • We will confirm the change and any associated costs

After Dispatch:

  • Once dispatched, address changes cannot be made
  • Contact the shipping carrier with your tracking number
  • Some carriers allow address changes for a fee
  • If package is returned, see undeliverable packages section
  1. DELIVERY PROOF

Delivery Confirmation:

  • Signature may be required for certain items
  • Driver will leave photographic or signed proof of delivery
  • Delivery notifications sent via email
  • Check your spam folder if you don't receive notification
  1. RETURNS AND RESHIPMENT

Return Shipping Address:

  • Return instructions will be provided with refund authorizations
  • Customers typically pay for return shipping (unless due to our error)
  • Use tracked courier for return shipment
  • Keep tracking number for your records

Reshipment After Return:

  • If replacement is approved, reshipment will be sent at no additional cost
  • Processing time for replacement is 3-5 business days
  • Tracking information will be provided
  1. HOLIDAY PERIODS

Christmas and New Year:

  • Extended processing times may apply
  • Delivery may be delayed during peak seasons
  • Orders should be placed well in advance
  • Estimated delivery dates will be provided at checkout

Public Holidays:

  • We are closed on public holidays
  • Processing resumes the next business day
  • Plan accordingly for time-sensitive orders
  1. CUSTOMER RESPONSIBILITIES

Upon Delivery:

  • Inspect packages immediately for damage or missing items
  • Report any issues within 24 hours
  • Provide photographic evidence of problems
  • Do not refuse delivery due to minor packaging damage

Storage:

  • Store delivered items in appropriate conditions
  • Protect perishable items from temperature exposure
  • Follow storage instructions provided with products
  • PuzuPaws is not responsible for improper storage after delivery
  1. CONTACT US FOR SHIPPING INQUIRIES

Questions About Your Shipment:

Tracking Issues:

  • Provide your order number
  • Check carrier website directly with tracking number
  • Contact carrier customer service for detailed tracking

Address or Delivery Concerns:

  • Contact us as soon as possible
  • We will work with the carrier to resolve issues
  • Include photographic evidence if applicable
  1. POLICY UPDATES

Amendments:

  • PuzuPaws reserves the right to modify this shipping policy
  • Changes will be posted on our website
  • Major changes will be communicated via email
  • Continued use of our service indicates acceptance of updated policy

By placing an order with PuzuPaws, you acknowledge that you have read and understood this Shipping Policy.