Shipping policy

All orders are processed/dispatched within 1 to 4 business days (excluding weekends and holidays) after receiving your order confirmation email depending on your destination. You will receive another notification when your order has shipped. 

Certain periods of the year are busy for our postal carriers so during these times please expect a longer delivery time.

Domestic Shipping Rates and Estimates

Shipping charges for your order will be calculated and displayed at checkout. 

For simple flat rate shipping: We offer $14 flat rate shipping to METRO & REGIONAL AREAS WITHIN AUSTRALIA ONLY. 

FREE FREIGHT FOR ORDERS OVER $89.

Dispatch

Transit times may vary depending on  customer location and demands on the freight companies. 

• We send products using Australia Post Flat Rate service for all parcels under 5kg, transit times should be 2-4 days.
• For larger parcels we may use Sendle, Aramex  or other Australia Post services, transit times could be up to 21 days depending on customer location.
• We may use other shipping methods at our discretion if a better method is available.
• Our freight charges are minimal as our aim is only to cover the cost of shipping your goods to you.
• Due to restricted operating hours from Australia Post and courier/freight companies, we are unable to dispatch orders on weekends or public holidays. Public Holidays may cause a delay in the delivery of your order.
• Australia Post is a reasonably fast and efficient service, but offer no included insurance.  These items can be tracked and tracking numbers and link will be supplied upon Postage.

COVID-19 Delays & Christmas Cutoff dates

The COVID-19 pandemic has led to a major surge in parcel deliveries, causing disruptions and delays to all parcel delivery services.

Unfortunately these logistic constraints are outside our control and it is expected that delivery delays will continue into the foreseeable future. 

Currently NSW & VIC customers can expect delays of up to 10+ days 

Christmas cutoff dates – although we cannot guarantee delivery timeframes, we do recommend that your order be placed prior to the 10^th of December, to give yourself every opportunity to receive your goodies prior to Christmas. 

Thank you for your patience and understanding during these uncertain times.

In-store pickup

You can skip the shipping fees with free local pickup at Unit 4/13 Brewers Street Burpengary 4505, Queensland, Australia. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 4 to 10 business days. We will send you an email when your order is ready along with instructions. 

Our in-store pickup hours are 9am-4pm on Monday-Fridays (not open public holidays or weekend and selected weeks around Christmas). Please have your order confirmation email with you when you come.

International Shipping

We only ship within Australia. We do not offer international shipping

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at orders@aussiepm.com.au with your name and order number, and we will look into it for you.

Aussie Pooch Mobile recommend you check your email and / or Junk mail for the dispatch information, tracking numbers & links in the event of delayed delivery please contact the postal carrier or courier directly so we can continue to focus on fast dispatch & competitive prices.

Do I need to be home to receive my delivery?

If you are not home when Aust Post or courier attempts to deliver your order they will typically leave a note or calling card. This calling card usually contains the details needed to contact the courier to arrange a suitable re-delivery date. The courier will attempt to deliver your order two times however if for any reason you do not contact them and/ or they are unable to contact you, the delivery may be returned to us.  If returned, we will contact you and either arrange another delivery (at an additional cost to you), or we will arrange a refund of the order value less any incurred delivery costs.

Refunds, returns, and exchanges

Aussie Pooch Mobile offers a 21 day* money-back guarantee (less shipping costs) provided the product is unused, in the original undamaged box including all original packing, original owner's manuals, warranties and any included accessories. 

Except in cases where the product was shipped in our error or was considered to be faulty on arrival, the purchaser is required to pay all costs incurred with regard to shipping the product back to Aussie Pooch Mobile. 

In the event that your order arrives damaged in any way, please email us as soon as possible at orders@aussiepm.com.au with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you receive a faulty product from us, return it to us within 30 days of purchase and we will inspect the product and if we agree that the product is faulty and the fault is unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product. If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price (and delivery price, if any). If however, you return the product more than 30 days after purchase or you do not agree to the replacement or refund referred to immediately above, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you further. 

If you have any further questions, please don't hesitate to contact us at orders@aussiepm.com.au

* Effective from date of receipt

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