Shipping Information

Shipping Information

Shipping:

We use Australia Post, Fastway Couriers and TNT on your behalf. You can also arrange your own courier, to do this you need to put our address in the checkout (1/44 Devlan St, Mansfield, QLD 4122) and select pickup as your option. Then in the checkout comments state you are using your own courier and what address to use. We will email you when the order is ready for pickup. In the extremely unusual event that a parcel is not received, you must contact us within 6 weeks of order date so we can investigate as couriers hold tracking information for certain amounts of time to investigate.

Pickup:

Pick ups are from 1/44 Devlan Street, Mansfield 4122. Available with 24 hours notice (order at 11:30am means its ready from 11:30am the next working day). Pick up times are 8am – 3pm Monday to Friday. You must have an order placed and paid for before pickup. If paying by EFT you should contact us before pickup to confirm payment has been received as orders cannot be released until payment has been received. No drop-ins and cash payments, sorry. Please come to the warehouse fly screen. If you need to pick up earlier, please order and email us your order ID and when you would like it and we will reply to confirm if this is possible and will bring it up the packing queue.

Signature on Delivery:

By default your order will need to be signed for on delivery. You can give authority to leave details in the checkout which we will write on your parcel. Please note by waiving the signature on delivery option, you then take full responsibility of the order. The item is deemed delivered when the courier marks the item as delivered – effectively signing on your behalf and our responsibility ends at this point. You should be confident that it is safe to leave when choosing this option. Please note, if you choose TNT it is automatic authority to leave since there is a $25 redelivery fee on every attempt.

PO Box / Parcel Connect / Auspost Addresses Delivery:

We can deliver to Australia Post addresses however you must select the Australia Post shipping option and not the capped rate unless the shipping option states ‘regional capped rate’. Our $9.95 metro cap and free shipping rates are under the condition that we can use the cheapest carrier to your location. Australia Post is much more expensive and so you need to specifically select it.

$9.95 Capped Shipping Rate:

This covers all of Queensland, N.S.W, Victoria, A.C.T and most of Hobart, Launceston, Perth and Adelaide suburbs. It does not cover N.T and rest of  TAS, W.A or S.A which is at cost. The only condition of this option is that we have the right to choose the cheapest delivery option be it TNT, Fastway or eParcel, satchels or boxes. If you prefer a particular method or want to use an Australia Post address such as a PO Box then please select it instead of the capped option. If the option states its a ‘regional capped rate’ then a PO Box can be selected since its likely Australia Post will be used anyway as the only option.

$7.50 Local Capped Shipping Rate:

Brisbane metro Fastway Courier locations (See Brown and Lime zones below (approximate)

Free Shipping Rates:

Australia: Over $150 in Fastway Couriers Metro locations (at our final discretion) in QLD, NSW, ACT, VIC, and most Perth and Adelaide suburbs

Brisbane Over $95 in Fastway Couriers Metro locations (at our final discretion) . See Brown area in picture (approximate – some remote areas not covered)

Fastway-Local-and-short-Haul

Raw4Paws customers:

Raw4Paws is a frozen product and we only deliver within our Brisbane delivery area. Please see suburbs on the product page.

Dispatch times:

We aim to dispatch all orders same or next day and most will have shipped within 48 hours but occasionally it can take longer during busy periods. If we expect your order to take longer than 3 days to ship then we will contact you to explain why and offer any alternative if applicable.

Delivery Times

Delivery times are in addition to dispatch times.

This can vary depending on the carrier and times are typical and not guaranteed and do not take in to account season variances such as Christmas when shipping volumes can double. Please understand we are not couriers ourselves and have no influence whatsoever on delivery times, errors, specific routes taken etc by the courier. While we will do our best to help in the event of a freight issue, we respectfully ask for your understanding that the couriers are external companies we employ on your behalf to deliver your order and we don’t have any influence over delivery after its been dispatched to their care. You are more than welcome to use your own freight company if our selection is not suitable for you.

FASTWAY Typical Delivery Times (in working days)

Brisbane and surrounds: 1/2 – 1 day

South-east QLD Noosa to Tweed Heads: 1 day

Noosa to Mackay, Tweed Heads to Sydney: 1-2 days

Canberra, Melbourne, Townsville, Cairns: 2-3 days

Adelaide, Hobart: 3-4 Days

Perth: 8 – 10 days

Australia Post Typical Delivery Times (in working days)

Brisbane & Southeast QLD Noosa to Tweed Heads: 1 day

Rest of QLD, NSW, ACT, Melbourne, 3-4 days

Adelaide, Hobart: 5-6 Days

Perth, Darwin: 6 – 8 days

International Shipping:

Due to customs issues and lack of transparency and support we no longer ship to the USA. Other locations not on the list are generally due to custom restrictions. Please note due to the increased effort in providing custom declarations, international shipping documents etc, and increased Credit Card fees there is a minimum order size of $125 before shipping. We use TNT as our international shipping partner.

Please register and select your shipping country. After selecting your country as one other than Australia the website will show prices excluding Australia’s GST of 10%. If your country is not there it means we have not shipped to this country before or we have had issues with that country. Please email us to discuss but you should research if you can import before we will add the country.

It is your responsibility to understand your local importation guidelines and restrictions. We take no responsibility for any orders once collected by TNT.

Please be aware that many  countries customs will charge you a local duty and/or VAT/GST on your order. some charge a quarantine inspection fee. You should investigate if dried animal pet treats can be imported and the costs of importing before you order.

We recommend purchasing in larger quantities, perhaps with friends and clubs as the cost per kg dramatically reduces. The TNT Economy express rate kicks in at 10kg (delivery times increase by a few days).

We aim to ship all international orders within 1 – 2 days.

Cart Weight: Cubic and Dead Weight:

Shipping costs (excluding capped and free rates) are calculated based on the worst case of dead weight or cubic weight. Treats are often light and bulky so cubic weight is generally the higher. For example a 250g bag of sheep ears has a cubic weight of around 1.2kg! This is why some orders which are less than 500g in dead weight do not qualify for the cheaper under 500g satchel rates as they don’t fit or are over the cubic weight for the non satchel rate.

The cubic weight is calculated by Length (m) x Width (m) x Height (m) x 250. ie 3kg of Sheep Ears fit in a 55cm x 30cm x 25cm Box = 0.55 x 0.30 x 0.25 x 250 = 10.31kg.