We use Australia Post, Fastway Couriers and TNT on your behalf. We ship within 0- 2 working days of your order being received (most within 1 working day). You can also arrange your own courier, contact us for further information on this process. In the extremely unusual event that a parcel is not received, you must contact us within 25 days of order date so we can investigate as couriers hold tracking information for certain amounts of time to investigate. after 4 weeks the insurance with our freight companies is void so claims cannot be made after 4 weeks from order date.
Pick ups are from Unit 5, 14-16 Cairns Street, Loganholme, Queensland, 4129. Pick ups are available next working day by 11am (actually if you order by 6am, it will be ready by 11am that same 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.
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 an automatic authority to leave since there is a $25 re-delivery fee on every attempt.
Australia Post is, unfortunately, an expensive courier for us – often 2 -3 x the price. For this reason, we do not generally use Australia Post with our capped and free ship rates. If you wish to ship using Australia Post or to use a PO Box then you need to select Australia Post in the checkout. There is an exception to this rule where your regional address is only serviced by Australia Post but you are still within our capped / Free ship zones. Since we have to ship via Auspost anyway – you are welcome to use a PO Box. You may contact us for confirmation before your order, or if after your first order you see its sent with AusPost – you may use PO Boxes for subsequent orders.
These rates are for our retail customers only. Wholesale customers pay shipping at cost – please refer to your welcome email and brochure.
Note: Free and capped rates are on condition that we have the right to choose the cheapest delivery option be it TNT, Fastway or eParcel or other. If you prefer a particular courier or want to use an Australia Post address such as a PO Box then do not select the free ship option. See the PO Boxes section for our regional exception.
Australia: Free over $99 or capped to $9.95 if under $99, in ALL of QLD, NSW, ACT, VIC. Also, most Perth, Adelaide, Hobart and Launceston suburbs are covered if within the main Fastway delivery area. Areas outside this are at cost.
International: Free and capped rates are not available
For full details please read the shipping tab on the Raw4Paws product page. Raw4Paws is a frozen product and we only deliver within Fastway Couriers Brisbane delivery area. Type your suburb into the finder on the product page to check. Shipments are picked up in the morning at 10-10:30am and delivered in the afternoon for most suburbs. Some outer suburbs are only serviced once a day and/or our pickup driver may not sync with your delivery driver at the lunch time depot switch. In these cases, our driver returns to the depot at around 11:30am where it is immediately placed in the freezer when this happens. It’s then removed and delivered the next day.
Note all frozen deliveries ship in an insulated poly box (like an esky), and tests show they can keep the product frozen for at least 12 hours and up to 24hrs.
Please mention any preferred delivery days (or not to deliver days) in the checkout comments. Orders placed before 6am normally ship the same day but occasionally its next day. If we see delivery comments left by you which make this an issue we will contact you before shipping.
We aim to dispatch all orders within 48 working hours and most go same or next working day. Occasionally it can take longer during busy periods or if we are caught short with stock. If we expect your order to take longer than 3 working days to ship then we will contact you to explain why and offer an alternative if applicable.
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 into 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 the 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 (not guaranteed) Delivery Times (in working days)
Brisbane and surrounds: 1/2 – 1 day
South-east QLD Noosa to Tweed Heads: 1 days sometimes 2.
Noosa to Mackay, Tweed Heads to Sydney: 1-2 days
Canberra, Melbourne, Townsville, Cairns: 3 days
Adelaide, Hobart: 3-5 Days
Perth: 10 days
Australia Post Typical Delivery Times (in working days)
Brisbane & Southeast QLD Noosa to Tweed Heads: 1-2 days
Rest of QLD, NSW, ACT, Melbourne, 3-4 days
Adelaide, Hobart: 5-6 Days
Perth, Darwin: 6 – 8 days
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 customs 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 and FedEx 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.
Please note due to the cost of international shipping, in the rare case that we make an issue with your order, we can only provide a refund or credit for the item(s) and include a pro-rata amount for the shipping you paid in the original order. Also, note due to the extended air and land journey, occasional bags can open or perforate due to weight movement & hard edges of treats. This will not affect the product though you can decant into new bags if kept in humid conditions. We do not offer credits or refunds in such cases.
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.