Shipping and Delivery

At The Pet Department, we are dedicated to providing our customers with reliable, transparent and convenient shipping. This Shipping & Delivery Policy outlines our processing times, estimated delivery times and other important information to help ensure a smooth shopping experience.

Delivery Time

Orders are generally processed within 1–2 business days (excluding Sundays and public holidays) before shipment.

Once your order has been processed and dispatched, delivery typically takes approximately 7–14 business days.

Please note that delivery times are estimates and may occasionally vary depending on your location, carrier availability, seasonal demand, public holidays, weather conditions or other circumstances outside our reasonable control.

In some cases, delivery may take slightly longer than expected. You will receive tracking information as soon as your order has been dispatched so you can follow your package along the way.

Free Standard Shipping

We are pleased to offer FREE standard shipping on all orders within Australia, regardless of order value.

It’s our way of making shopping for your pets a little easier. 🐾

Shipping Method

Orders may be shipped directly from one of our trusted fulfilment partners or suppliers.

This allows us to offer a wider selection of products while ensuring orders can be processed and dispatched as efficiently as possible.

Depending on the products ordered and their fulfilment location, items from the same order may occasionally arrive in separate packages.

Order Processing

Once your order has been placed successfully, you will receive an order confirmation email.

Orders are generally processed within 1–2 business days (excluding Sundays and public holidays).

As soon as your order has been dispatched, you will receive a shipping confirmation email containing your tracking information, where available.

Please make sure that your email address and shipping information are entered correctly when placing your order.

Order Tracking

Most shipped orders include a track & trace number.

Once your order has been dispatched, your tracking information will be sent to the email address provided during checkout.

You can use this information to follow your shipment from dispatch to delivery.

Please allow some time for your tracking information to become active after receiving your shipping confirmation. In some cases, carriers may require additional time to scan and update a shipment in their system.

Separate Shipments

To help get your products to you as efficiently as possible, orders containing multiple items may occasionally be shipped separately.

This can occur when products are fulfilled from different locations or when one item is ready for dispatch before another.

As a result, you may receive multiple packages for a single order. Receiving only part of your order does not necessarily mean that any remaining items are missing.

Where available, separate tracking information will be provided for each shipment.

There are no additional standard shipping charges when we divide an order into multiple shipments.

Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping information when placing an order.

If you notice an error in your delivery address, please contact us as soon as possible at Support@the-pet-department.com.

We will always do our best to assist. However, once an order has entered processing or has already been dispatched, we cannot guarantee that the shipping address can still be changed.

The Pet Department is not responsible for unsuccessful deliveries resulting from incorrect or incomplete shipping information supplied by the customer, except where required by applicable law.

Shipping Delays

While we do our best to ensure orders arrive within the estimated 7–14 business day delivery timeframe, occasional delays may occur due to circumstances outside our reasonable control.

These circumstances may include:

  • Carrier or postal delays

  • Severe weather conditions

  • Seasonal or holiday demand

  • Public holidays

  • Customs processing

  • Logistical disruptions

  • Unexpected fulfilment delays

If your order is taking longer than expected, please contact us at Support@the-pet-department.com and our customer service team will be happy to assist.

Nothing in this policy limits any rights or remedies you may have under the Australian Consumer Law.

Lost or Missing Packages

If your tracking information indicates that your package has been delivered but you cannot locate it, please first check around your property, with other household members and, where appropriate, with neighbours or your local delivery carrier.

If you are still unable to locate your package, please contact us at Support@the-pet-department.com so that we can investigate the shipment with the relevant delivery provider.

If an order is confirmed as lost in transit, we will work with you to provide an appropriate solution in accordance with applicable consumer law.

Return Shipping & Handling Costs

For eligible change-of-mind returns, customers are generally responsible for return shipping costs.

Where clearly disclosed before purchase and permitted by applicable law, a $25.00 AUD return shipping and handling fee per returned item may apply.

For example:

  • 2 returned items may incur 2 separate return shipping and handling fees.

  • 3 returned items may incur 3 separate return shipping and handling fees.

Any applicable return costs will be communicated as part of the return process.

These charges do not apply where doing so would limit a customer's rights or remedies under the Australian Consumer Law, including where a product is faulty, unsafe, damaged, incorrectly described or otherwise fails to meet an applicable consumer guarantee.

Please refer to our Return & Refund Policy for complete return conditions.

International Orders

Where international shipping is available, delivery times may vary depending on the destination.

International customers may be responsible for applicable customs duties, import taxes, clearance charges or other fees imposed by their country.

These charges are not included in our standard shipping offer unless explicitly stated otherwise.

Customers are responsible for checking any applicable import requirements before placing an international order.

Customer Service & Questions

If you have any questions regarding your order, tracking information or our Shipping & Delivery Policy, please contact us at:

Email: Support@the-pet-department.com

Our customer service team is happy to assist and aims to respond within 24 hours.

Our Commitment

At The Pet Department, we want your shopping experience to be simple from the moment you place your order until your pet’s new favourites arrive at your door. 🐾

We aim to keep you informed throughout the delivery process and are always here to help if you have any questions.

The Pet Department
Sydney, Australia
Support@the-pet-department.com