Shipping Policy

Good things are on their way. Here’s what to expect from checkout to your doorstep.

Order processing

Orders are processed at our Sydney warehouse within 24–48 hours, excluding weekends and public holidays.

You’ll receive a shipping confirmation email once your order has been dispatched.

Processing time is separate from delivery time. Shipping estimates shown at checkout refer to transit after dispatch, unless stated otherwise.

During launches, sales and busy periods, processing may take longer. If a significant delay affects your order, we’ll contact you.

Australian shipping rates

We offer FREE standard shipping Australia-wide on orders over $99, including orders using a discount code.

The qualifying amount is your product total after discounts, excluding shipping charges. If a discount code brings your product total to $99 or below, shipping charges apply.

For orders that do not qualify, shipping charges are calculated and displayed at checkout.

Where free shipping applies, we select the carrier and standard delivery service. Free shipping does not include an express upgrade.

Delivery timeframes

Available delivery estimates are shown at checkout where provided by the carrier.

Delivery times vary depending on your location and the selected service. Rural and remote deliveries may take longer.

Carrier delays can occur during busy periods, severe weather or transport disruptions. Unless expressly stated as guaranteed, delivery dates are estimates.

If your parcel is delayed, please contact us—we’ll help investigate.

Tracking your order

Once your order has shipped, we’ll email your tracking number or tracking link.

Please allow up to 48 hours for the carrier’s first tracking update to appear.

If you haven’t received your shipping confirmation, check your spam or junk folder before contacting us.

Delayed or missing parcels

If your parcel has passed its estimated delivery date, or hasn’t arrived within 10 days of your shipping confirmation, email:

hello@pawstotails.com.au
Subject: DELAYED ORDER – [ORDER NUMBER]

Include your order number and a brief description of the issue. We’ll review the tracking and contact the carrier where needed.

You can contact us sooner if tracking shows a problem or says delivered when you haven’t received the parcel.

These timeframes are guidance for requesting assistance, not limits on your consumer rights.

Delivery addresses and PO boxes

Please check your delivery address carefully before placing your order.

PO box and Parcel Locker delivery depends on the carrier and service available for your order. Some courier services require a physical street address.

If you need delivery to a PO box or Parcel Locker and the checkout options are unclear, contact us before ordering so we can confirm availability.

If you notice an address error after ordering, email us immediately. We’ll help where possible, but changes may not be available once the parcel has been dispatched.

If an address error results in an additional redelivery charge, we’ll explain the cost and seek your agreement before arranging redelivery.

Missed deliveries and parcel collection

If delivery cannot be completed, follow the carrier’s tracking updates, collection notice or redelivery instructions.

Collection locations, identification requirements and holding periods vary by carrier.

Please collect your parcel within the timeframe provided. If it is returned to us, contact our team so we can discuss the next steps and any reasonable redelivery costs that apply.

Damaged or incorrect orders

If an item arrives broken, damaged or incorrect, please email hello@pawstotails.com.au within 14 days of delivery so we can promptly assess the issue.

Use the subject ORDER ISSUE – [ORDER NUMBER] and include:

• Your order number.

• A description of the issue.

• Clear photos of the affected item.

• Photos of the packaging and shipping label, where relevant.

Keep the item and packaging while we review your request. Please contact us before returning anything.

We’ll assess the issue and arrange an appropriate remedy, including a replacement where appropriate.

The 14-day period is our requested notification timeframe for delivery issues. It does not limit your rights under Australian Consumer Law.

Returns, refunds and exchanges

We do not offer refunds or exchanges for change of mind.

Our separate voluntary VitaChews Vitality 90-Day Guarantee applies only to eligible Vitality Program purchases and has specific claim requirements.

For full details, please read our Returns, Refunds & Our Vitality Promise policy.

Nothing in this Shipping Policy excludes or restricts your rights under Australian Consumer Law.

Need a hand?

For shipping questions, contact hello@pawstotails.com.au with your order number, if available.

PAWS TO TAILS
Operated by EverMore PTY LTD
ABN: 40 683 367 893