Question 1

Shipping Options Within Australia

Accepted Answer

We ship Australia-wide via Australia Post, including to PO Boxes and Parcel Collect locations.

Standard Shipping
Free on orders over $50 to most Australian addresses. Estimated delivery time is 1–2 weeks depending on your location.

Express Shipping
Available at checkout for an additional fee. Express orders receive priority dispatch and are sent via Australia Post Express.

Dispatch Times
Orders placed before 1:00 PM (AEST), Monday to Friday, are generally dispatched the same business day. Ord

Question 2

Shipping Options Outside Australia

Accepted Answer

We ship from our Brisbane warehouse to the following international destinations:

Belgium, Canada, Denmark, Finland, France, Germany, Hong Kong, Ireland, Israel, Italy, Japan, Netherlands, New Zealand, Norway, Singapore, Sweden, United Kingdom, and the United States.

Shipping Methods

- Australia Post International — Used for most international destinations. Fast, fully tracked delivery.
- DHL — Used for select destinations where DHL provides the best service.

Orders to the United States
All U

Question 3

When will my order be shipped?

Accepted Answer

We aim to dispatch every order as quickly as possible from our Brisbane warehouse.

Same-Day Dispatch
Orders placed before 1:00 PM (AEST), Monday to Friday, are generally dispatched the same business day.

Next Business Day
Orders placed after 1:00 PM, or on weekends and public holidays, will be dispatched on the next business day.

Tracking
Once your order has shipped, you'll receive an email with tracking details. Follow your order's progress on our tracking page.

Wondering about your dispatc

Question 4

Why have I been charged postage?

Accepted Answer

Pacific Pet Supplies offers free shipping on most orders over $50, but postage charges may still apply in certain situations.

Remote or On-Forwarding Zones
Australia Post charges extra fees for addresses in remote or on-forwarding areas. Common postcode ranges that attract a surcharge include:

- Northern Territory: 0822–0899
- Remote Western Australia: 6720–6798
- Far North Queensland: 4871–4895
- Remote islands: Lord Howe Island (2898), Norfolk Island (2899)

Heavy or Bulky Items
Certain over

Question 5

My tracking says the order was delivered, but I haven't received it?

Accepted Answer

We know it can be frustrating when a package shows as delivered but can't be found. Here are a few steps you can take to help locate it:

- Look around your property - Check all potential delivery spots including your front door, behind bins or pot plants, in your letterbox, carport, garage, or side entrances.
- Ask anyone you live with - A housemate, partner, or family member may have picked it up without mentioning it.
- Check with neighbors or your building manager - Sometimes parcels are lef

Question 6

I unsubscribed from tracking emails, how do I get them again?

Accepted Answer

No worries! If you've unsubscribed from tracking notifications but want to start receiving them again, you'll just need to re-subscribe yourself (due to privacy and anti-spam rules).

Here's how to do it:

1. Go to our tracking page.
2. Enter your tracking number (or your order number works too).
3. Once your tracking info loads, hit the Subscribe button.
4. Pop in your email - and you'll be back in the loop!

Need help finding your tracking number or order info? Reach out to us anytime.

Question 7

I entered the wrong delivery address — what can I do?

Accepted Answer

If you've entered an incorrect delivery address, please contact us straight away.

Before Dispatch
If your order hasn't been dispatched yet, we may be able to cancel it so you can reorder with the correct address. The sooner you get in touch, the better our chances of catching it in time.

After Dispatch
Once your order has left our warehouse, we're unable to change or redirect the delivery address. In most cases you'll need to cancel the order and place a new one with the correct details.

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Shipping & Delivery