This Shipping Policy applies to all purchases made with us and is a part of our “Terms of Use”. WhiskersAndWags reserves the right to update or change the Shipping Policy at any time without any prior notice.

WhiskersAndWags offers free shipping across Australia for most products. However, free shipping may not apply to certain products/orders, depending on factors such as the size and weight of the product, delivery location, order value, or other business considerations.

Free shipping may also not apply to a few specific categories of products, such as “Accessories”, “Clothing”, “Pet Bedding”, etc., as they are shipped separately by our suppliers. The shipping fees (if applicable) will be calculated and displayed on the checkout page.

All our orders are processed and dispatched within 1-2 business days of being placed on our website. Once your order is dispatched, you will receive a shipping confirmation email to your registered email address. Please reach out to our customer support team, if you do not receive an order confirmation email within two business days of placing the order.

WhiskersAndWags is committed to providing fast and convenient delivery. Most of our orders are delivered within 3-5 business days. However, we request our customers to allow up to 10 business days for delivery.

At WhiskersAndWags,we deliver orders using one of the following methods, and applicable shipping fees may vary depending on the shipping method. We request our customers to check the final shipping charges on the checkout page while placing the order.

1. Australia Post Regular Mail (Standard Free Shipping)

We offer prompt and free shipping on almost all orders. Most of these orders are posted via Australia Post Regular Mail. However, WhiskersAndWags reserves the right to determine the shipping method for all orders eligible for free shipping.

Please note:

• We may flatpack the order to reduce shipping costs while ensuring product safety.
• Tracking and insurance are not included for small orders with free shipping.
• Free shipping eligibility depends on factors such as order value, product weight/size, delivery location, and other business considerations.
• All orders shipped through this method are the buyer’s responsibility.

2. Australia Post eParcel

Australia Post eParcel offers fast delivery to all locations. Customers can opt for shipment via Australia Post to ensure quick, reliable delivery.

Please note:

• A standard shipping fee of $9.95 is applicableto this shipping option.
• This option includes a tracking number for tracking the order.
• Insurance is not included for orders shipped via Australia PosteParcel.

3. Australia Post Express

Australia Post Express offers the fastest delivery, typically within 24-48 hours. Customers looking for urgent deliverycan opt for this shipping option.

Please note:

• A standard shipping fee of $11.95 is applicableto this shipping option.
• This option also includes a tracking number for tracking the order.
• Insurance is not included for orders shipped via Australia Post Express.

4. Aramex (formerly Fastway Couriers)

Certain orders may be shipped through Aramex Couriers, depending on the delivery location and size of the order. Typically, packages weighing above 2 kg (e.g.,pet food, shampoos, toys, etc.) are shipped using this courier service.

5. International Shipping

Shipping outside of Australia (international shipping) will incur an additional $14.95 shipping cost. WhiskersAndWags is not responsible for any customs duties or taxes imposed on international shipments. All fees incurred during or after shipping (tariffs, taxes, etc.) are the responsibility of the customer.

All orders placed with us come with a guaranteed delivery. If you do not receive your order within 21 working days from the date of shipping, you can request a refund or reshipment at no additional cost by contacting our customer support team.

If you receive the original order after a refund/reshipment due to a delay in transit, we request you to contact our customer support team for assistance with the next steps. You may either return the additional shipment or keep it by paying for the same.

Kindly note that we will not be able to offer a refund or reshipment if our shipping partners provide us with proof of delivery. Once the order is marked as delivered by our courier partners, it is the receiver’s responsibility.

Delivery delays may occur occasionally. Shipments may be delayed due to unforeseen circumstances, public holidays, or high volume of orders. If a significant delay is expected in the shipment of the order for any reason, we will notify you via email or telephone.

For more information and updates on this, please click on the links below:

• For Australia Post:
  https://auspost.com.au/disruptions-and-updates/domestic-service-updates
• For ARAMEX Couriers:
  https://www.aramex.com.au/our-services/network-service-updates/

Return Policy

We offer a No Questions Asked Return Policy on all orders.

If you wish to return your order, please contact our customer support team within 5 days of delivery to request a return authorisation. Returns will not be accepted without prior approval.

To be eligible for a return:

• The product must be unused, unopened, and in its original sealed packaging.
• The return must be initiated within the specified return window.

Return Shipping Costs

If you choose to return part or all of your order,you will be responsible for the return shipping costs.

We will only cover return shipping costs if the return is due to an error on our part (such as receiving an incorrect or defective item).

In cases where we have shipped the wrong product, we will:

• Arrange for the return at no cost to you.
• Either ship the correct product or issue a refund once the returned item has been received and inspected.

Refund Policy

Refunds are processed only after we have received and verified the returned product.

All refunds will be credited to the original payment method used during checkout.

Refunds typically reflect in your account within 3-5 working days, depending on your bank or payment provider.

Free shipping

• Please note that some items may be flat-packed and shipped in an envelope to fit inside a standard letterbox, helping to reduce shipping costs.
• Additional shipping fees may apply for certain locations or orders and these fees are calculated based on parcel weight and delivery zone.
• Free shipping may not be valid together with other discounts, offers orduring sale events.

For deliveries to parcel lockers or parcel collect addresses, buyers must:

• Inform our customer support team within 24 hours of placing the order, and
• Select a paid shipping option, as free shipping does not apply to parcel locker deliveries.

Delivery responsibility & limitations

• Once an order has been marked as delivered by our courier partners, the responsibility for the shipment transfers to the buyer.
• No refund or reshipment will be offered for claims of non-delivery claims once the order has been marked as delivered.
• Buyers are responsible for contacting the courier or postal service directly for delivery-related issues/requests after dispatch.

Delivery delays

• Order dispatch or processing may take longer during peak trade periods and major sales (including, but not limited to, Black Friday/Cyber Monday, Click Frenzy, Boxing Day or Christmas). During these times, please allow up to 10 business days for order dispatch.

Undeliverable locations

• In certain regions of Australia, courier services may be unable to deliver.
• If a shipment is returned to us due to delivery limitations, we will contact the buyer to arrange a refund or areshipment. The shipping costs for reshipments will be the responsibility of the buyer.

Returns of damaged, incorrect, or incomplete orders

• If you wish to return a parcel, especially if the order is damaged or incorrect, youmust provide clear photos of the product, images of the packaging, and a copy of the invoice to authorise the return.

Delivery records & claims

• Delivery records are maintained for up to 2 months from the shipping date.
• No refund or reshipment will be offered if a buyer contacts us after 2 months regarding the shipment’s delivery status.

Refunds & reshipments

• Refunds or reshipments are processed only after verification and approval by our customer support team.
• Approved refunds will be issued to the original payment method used at checkout.
• Refund processing times may vary depending on the payment provider or bank.

For any questions or assistance regarding shipping, returns, or refunds, please reach out to our customer support team.