Shipping policy

Last updated: 18 October 2026

Paw Joy Pets is Australian-owned and run from Victoria. We ship tracked parcels Australia-wide. Here is exactly what to expect.

Delivery times

  • Dispatch: orders are usually dispatched within 1–3 business days of payment.
  • Delivery: most orders arrive within 8–15 business days after dispatch. Deliveries to regional areas, Western Australia, the Northern Territory and Tasmania can take up to 20 business days.
  • Business days are Monday to Friday, excluding Australian public holidays. Delivery times are estimates based on recent orders, not guarantees, and may be longer during peak periods such as November–December.

To keep prices fair, our products ship directly from our fulfilment partners' warehouses overseas rather than from an Australian warehouse. That is why delivery takes longer than a local courier. If your order contains several items they may arrive in separate parcels, each with its own tracking number, at no extra cost.

Shipping costs

  • Free standard tracked shipping on Australian orders of $49 or more.
  • $9.95 flat rate standard tracked shipping on orders under $49.
  • We currently ship within Australia only.

All prices include GST. Orders under A$1,000 attract no additional import duties or charges on arrival.

Tracking

You will receive a shipping confirmation email with a tracking link as soon as your order is dispatched. Tracking can take 2–5 days to show movement after dispatch while the parcel is processed by the carrier. If you have not received a tracking email within 4 business days of ordering, check your junk folder, then email us at hello@pawpawjoypets.com.

If your order is late or missing

If your order has not arrived within 25 business days of dispatch, or tracking shows it is lost, contact us and we will send a replacement or give you a full refund, including shipping — your choice. You do not need to chase the carrier yourself.

Addresses

Please check your delivery address carefully at checkout. If an order is returned to sender because of an incorrect or incomplete address, we will contact you to arrange redelivery; a redelivery fee may apply. If you notice a mistake, email us straight away — we can usually correct it before dispatch but not after.

Damaged in transit

If a parcel arrives damaged, keep the packaging, take a photo and email us within 7 days of delivery. We will replace the item or refund you in full. See our Refund Policy.

Your rights

Nothing in this policy limits your rights under the Australian Consumer Law. If we cannot supply your order within the time we have stated, you are entitled to a solution, including a refund.

Questions

Email hello@pawpawjoypets.com. Our Australian team replies within 1 business day, Monday to Friday.