Shipping Information

Shipping Information

Shipping:

We use Australia Post, Fastway Couriers and TNT. You can arrange your own courier, 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. 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 8 weeks of order date so we can investigate as couriers hold tracking information for certain amounts of time.

Pickup:

Available by appointment with 1 days notice from 1/44 Devlan Street, Mansfield 4122. Pick up times are 8am – 3pm Monday to Friday accept Wednesdays which is from 10:30am. You must have an order placed before hand and paid for via the website. no drop-ins and cash payments, sorry. please come to the warehouse door and catch someones attention as the reception is locked and unmanned.

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 – our $9.95 metro cap is under the condition that we can use the cheapest carrier to your location. Often Australia Post is much more expensive and so you need to specifically select it.

$9.95 Capped Shipping Rate:

This covers most locations except for regional Australia with no upper limit of your order. 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.

Not covered: N.T, WA (except most Perth suburbs), TAS (except most Hobart and Launceston suburbs), S.A (except most Adelaide suburbs) Regional VIC, NSW and QLD)

Cart Weight: Cubic and Dead Weight:

Shipping costs 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.

Of course, the capped rate of $9.95 is applicable to most orders so you normally don’t need to worry – its our problem!

Local Capped and Free Shipping Rates:

Brisbane (within the Fastway Courier Network):  $6.95 capped rate, FREE over $95. See Brown area in picture (approximate – some remote areas not covered)

Sunshine, Gold Coast, Toowoomba: Free over $150 else $9.95 cap. See Lime area in picture (approximate – non metro areas are 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 within 48 hours though this is not a guarantee and please allow up to 4 working days. That said most orders ship by the next business day and many ship same day if early enough. If we expect your order to take longer than 3-4 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. 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 – simply choose 4000 as your postcode and select pick-up – then email us with your freight company details. We will reply with the weight, dimensions and qty once its packed.

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: 7-8 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 – 7 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 – 3 days.

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