Shipping Policy

Order Processing

All orders are processed within 24–48 business hours (Monday to Friday, excluding public holidays).
Orders containing pre-order or personalised items will ship once all items are ready. Processing times will be clearly stated on the product page.
Address changes or cancellations can be requested within 30 minutes of placing the order. Please email pawtrekau@gmail.com as soon as possible. After this window, we cannot guarantee adjustments.

Shipping Methods & Rates

Australia (Domestic)

Standard Shipping: AUD $9.95 flat rate for orders under AUD $99.
Free Standard Shipping: Orders over AUD $99.

Large or oversized items may incur additional freight charges. If applicable, these will be displayed at checkout or communicated via email before dispatch.

International Shipping

International rates are calculated at checkout based on destination and weight.
Duties, taxes, and customs fees (if any) are the responsibility of the recipient.

Estimated Delivery Times

Standard Shipping (Australia Post / Aramex)
- Metro areas: 1–6 business days
- Regional/remote: 5–10 business days

Delivery times are estimates only and may be impacted by peak periods, weather events, or courier delays.

Tracking & Delivery

Once dispatched, you’ll receive a confirmation email with tracking details. Please allow up to 48 hours for tracking to update.
If you authorise Authority To Leave (ATL), Pawtrek is not responsible for lost parcels once marked as delivered by the courier.
Re-delivery due to incorrect addresses or failed delivery attempts may incur additional charges.

Damaged or Missing Items

Please inspect your order within 48 hours of delivery. If items are missing, damaged, or incorrect, contact us at pawtrekau@gmail.com with photos of the packaging, shipping label, and product(s). We’ll resolve the issue promptly.