SHIPPING POLICY

SHIPPING POLICY

Effective Date: 12 May 2026

Petfuz Australia Pty Ltd (“Petfuz”, “we”, “our”, or “us”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, store, and protect information when you access or use our website, products, services, smart pet tags, and related features available through petfuz.com.au. By accessing or using our services, you acknowledge that you have read and understood this Privacy Policy.

1. Order Processing

Orders are generally processed within 1–2 business days after payment confirmation.

Processing times may be longer during:

  • Public holidays
  • Promotional periods
  • High order volumes
  • Product launches
  • Unforeseen operational delays

Orders are processed during normal Australian business days only and do not include weekends or public holidays.

2. Shipping Locations

Petfuz currently ships across Australia.

We may expand shipping availability to additional countries or regions in the future.

Some remote or regional areas may experience extended delivery timeframes depending on carrier availability and local logistics services.

3. Delivery Timeframes

Estimated delivery timeframes are provided as a guide only and are not guaranteed.

Typical delivery estimates:

  • Standard Shipping: approximately 3–7 business days
  • Regional Areas: approximately 5–10 business days
  • Remote Locations: delivery times may vary depending on carrier access and availability

Actual delivery times may be affected by:

  • Courier delays
  • Weather conditions
  • Transport disruptions
  • Public holidays
  • Customs processing (if applicable)
  • Other circumstances outside Petfuz’s reasonable control

4. Shipping Costs

Shipping charges are calculated at checkout based on:

  • Delivery location
  • Shipping method
  • Promotional offers
  • Order contents

From time to time, Petfuz may offer:

  • Free shipping promotions
  • Discounted shipping
  • Limited-time delivery offers

Any such promotions may be modified or withdrawn without notice.

5. Order Tracking

Where tracking is available, customers may receive shipment tracking information by email once an order has been dispatched.

Tracking updates are provided by third-party shipping carriers and may occasionally experience delays or inaccuracies beyond Petfuz’s control.

6. Incorrect Shipping Information

Customers are responsible for ensuring that shipping details provided during checkout are accurate and complete.

Petfuz is not responsible for:

  • Delays
  • Failed deliveries
  • Additional shipping charges
  • Lost parcels

Resulting from incorrect or incomplete shipping information supplied by the customer.

If an order has not yet been dispatched, customers should contact us promptly regarding address corrections.

7. Lost, Delayed, or Missing Parcels

If a parcel appears delayed, missing, or lost, customers should contact us at:

📧 contact@petfuz.com.au

Petfuz will make reasonable efforts to assist customers in working with the relevant shipping provider to investigate delivery issues.

However:

  • Delivery services are operated by third-party carriers
  • Petfuz cannot guarantee delivery timeframes or carrier performance

Investigation timeframes may vary depending on the shipping provider.

8. Damaged Deliveries

If an order arrives damaged, customers should contact Petfuz within 7 days of delivery and provide:

  • Order number
  • Photographs of the damaged item and packaging
  • A brief description of the issue

Petfuz may review the matter and, where appropriate, offer:

  • A replacement
  • Store credit
  • Repair assistance
  • Refund

In accordance with applicable Australian Consumer Law obligations.

9. Authority to Leave

Where supported by the shipping carrier, customers may choose “Authority to Leave” delivery options.

If Authority to Leave is selected:

  • Parcels may be left unattended at the delivery address
  • Responsibility for the parcel may pass to the customer upon confirmed delivery by the carrier

Petfuz is not responsible for theft, loss, or damage occurring after confirmed delivery.

10. Delivery Delays Outside Our Control

Petfuz is not liable for delays caused by circumstances outside our reasonable control, including:

  • Extreme weather
  • Natural disasters
  • Courier disruptions
  • Strikes
  • Transport interruptions
  • Government restrictions
  • Technical failures
  • Force majeure events

11. Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts, or modifies any rights or remedies that cannot be excluded under the Australian Consumer Law.

Customers may be entitled to certain guarantees, remedies, or protections under applicable consumer laws.

12. Changes to This Shipping Policy

Petfuz may update this Shipping Policy from time to time.

Updated versions will be published on this page with a revised effective date.

Continued use of our services after updates become effective constitutes acceptance of the updated policy.

13. Contact Us

For shipping-related questions or support, please contact:

Petfuz Australia Pty Ltd
📧 contact@petfuz.com.au
🌐 petfuz.com.au