Shipping & Delivery
HOW MUCH DOES SHIPPING COST?
Shipping is calculated based on the cheapest rate for your order available to Pet Guardians via the Shippit Smart Delivery Service. There are no hidden additions, all rates are transparent at the time of checkout.
Parcel Lockers and PO Boxes can only be sent via Australia Post.
Pet Guardians offers FREE standard shipping on all orders over $150 with parcel weight less than 5kg.
For heavy parcel (more than 5kg) deliveries, customer needs to pay full shipping costs. We do offer a $10 discount if your heavy parcel order total amount is over $150.
For urgent deliveries or delivery with transit cover and insurance, please select the Express Post option if it is available at the time of checkout.
WHERE DO YOU DELIVER?
We can deliver to all addresses in all States and Territories of Australia.
Pet Guardians orders are delivered with either Couriers Please, Fastway and Australia Post, whichever is cheapest at the time of placing your order.
We can only send to PO Boxes and Parcel Lockers using the Australia Post network and this is not always the cheapest option.
Due to strict Customs regulations, unfortunately currently we do not ship internationally.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
We allow between 1 to 2 working days to despatch your order - however we aim to have most orders shipped within 24 hours of placement, if we receive your order before 11.00 am Mon -Fri (if you require it sooner please select your order to be shipped Express post if you are in an overnight postcode for an additional fee).
For prescription medication orders, please allow up to the 2 days, so please order in advance if you require your pet’s medication by a certain date.
Please take care to ensure your full address is listed to avoid any delays.
For any special delivery instructions please include these in the ‘order comment/instructions’ section during checkout.
Once dispatched, we estimate delivery times of approximately:
- Sydney, Melbourne and Brisbane: 1-3 business days
- Adelaide: 2-4 business days
- Perth, NT & Tasmania: 5-7 business days
- Regional hubs (e.g. Wollongong, Gold Coast and Geelong): 2-4 business days
- Remote regional areas can take longer for delivery.
If you are not home for delivery, you will be left a redelivery slip to arrange a suitable time or, in some instances your parcel may be left with one of Shippit’s pick up locations. (Generally these will be a nearby Newsagency where your parcel will be stored safely and released upon I.D. being shown)
In the case where multiple products are ordered together, the order will not be shipped until all the products ordered are available from our warehouse. In circumstances where a particular product will be delayed for a lengthy time, Pet Guardians will endeavour to advise you of the situation promptly and make any arrangements or adjustments necessary.
COVID-19 UPDATE: All courier companies are currently experiencing longer than usual delays due to government regulations and so we highly recommend any medication order be placed in advance so your pet does not run out of medication. We recommend orders to metro cities to be placed a week in advance and 2 weeks for those in rural or regional areas. We thank you for your understanding during this time.
HOW WILL MY ORDER BE SHIPPED?
All orders are dispatched via either Couriers Please, Fastway or Australia Post. However Pet Guardians reserves the right to at any time select an alternative courier if delivery time is quicker and insurance is provided to ensure customers receive their orders quickly and securely.
Every parcel is uniquely barcoded and trackable online. Parcels are delivered from Monday to Friday, between the approximate hours of 8am-6pm. Some addresses may be eligible for Saturday delivery via Australia Post (click here for more info). You will receive a tracking code via email that you can use to keep track of your delivery.
We care about customer service, that’s why we have chosen Shippit to deliver your purchase. Shippit will notify you of progress made throughout your delivery so you know when to expect it. You can contact Shippit directly for any questions relating to the whereabouts of your parcel or if you need to update your shipping address or special instructions (e.g. you won’t be home to receive your item) once it’s left our distribution centre.
DO I NEED TO BE HOME TO ACCEPT MY DELIVERY?
By default, a signature is required on delivery for all orders containing prescription medication. If no one is available to accept delivery, the item will be kept secure at the post office or courier depot until you are available to collect it.
For all non-prescription medication orders we give the delivery companies the authority to leave in a safe/secure place, unless the customer has notified us not to do this at the time of ordering.
Please ensure you leave any required order/ delivery instructions in the relevant section on the checkout page to ensure your parcel is delivered to you promptly and securely.
WHAT HAPPENS IF MY ORDER IS DELAYED, LOST OR DAMAGED?
Any order via Couriers Please or Fastway has Insurance included in the shipping costs. However this is determined by which company offers the cheapest rate for your parcel to be sent. If Couriers Please or Fastway Couriers is not the cheapest option to send your parcel, Pet Guardians will not be liable under any circumstances for any loss or damage, whether direct or consequential, arising from events beyond our control if your parcel is sent with Australia Post.
Australia Post does not accept liability for delay in delivery or damage to goods that may result from delayed delivery.