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  SHIPPING & RETURN

RETURN, REFUND & EXCHANGE POLICY
If you need to return an item, please read the instructions below carefully:
 

  • If you believe your product is damaged, faulty due to manufacturing defects or the wrong item was sent by us. Please contact us via CONTACT FORM HERE with your ORDER NUMBER & the REASON for returning the item. We can assure you that we will treat this with the highest of priority.
     

  • We DO NOT offer an exchange / refund for change of mind on item(s) or purchase by mistake.
     

  • We DO NOT offer an exchange / refund for late delivery/damaged in transit by Australia Post. Please contact Australia Post directly to file your claim.
     

Refunds will be processed within 7 - 9 working days once the returned goods have been shipped out to our designated warehouse.

All items to be returned must adhere to the following conditions in order for a refund/ exchange of the returned goods to be processed:

  • Items to be returned must include all relevant documents, tags, product accessories and must be returned along with the original packaging.
     

  • All merchandise to be returned must be unused. Any products returned with a sign of damage - original factory seal tampered or original retail packaging damaged due to mis-handling/mis- use while in the customer’s possession will prohibit refund/exchange of the relevant items.

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You can also fill out the Contact Us form below with any questions and we'll respond as soon as possible! If you have any enquiries - before or after your purchase - please do not hesitate to contact us. We are here to help!

SHIPPING POLICY

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Shipping Charges to Australian Addresses

PawsPlanet ships most Australian orders using Australia Post eParcel. Standard shipping is free for all orders delivered within Australia. We reserve the right to charge additional shipping fees for large, bulky, or commercial orders. Express delivery options are available for an additional fee, calculated based on the total weight and size of your order.

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Shipping Method

Australia Post eParcel provides a door-to-door service. We can deliver to residential addresses, business addresses, and PO Boxes. When shipping to a business address, please ensure that the business name and a contact person are clearly provided. All deliveries require a signature upon receipt.
If no one is available to receive the parcel at the time of delivery, a postal card will be left, and the parcel can be collected from your nearest post office.

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Global Fulfilment Network

PawsPlanet operates through a global network of distribution centres and reliable logistics partners to ensure efficient order fulfilment. Most orders shipped to Australia are handled by reputable international carriers with full tracking provided. Depending on the product type and availability, shipments may be dispatched from Asia, Europe, or North America.

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Delivery Timeframes

Most orders are processed and dispatched within 3 business days of being placed. Items on backorder or temporarily out of stock may take longer to leave our warehouse. In such cases, we will notify you via email of any expected delays or changes in stock availability.

Estimated delivery times:

  • Victoria, Tasmania, New South Wales, and South Australia: approximately 5–7 business days to metropolitan areas.

  • Queensland, Western Australia, and Northern Territory: approximately 6–9 business days to metropolitan areas (orders may be shipped from our WA warehouse).

  • Orders to remote or regional areas may take longer.

If your order includes multiple items, it may be shipped from a single warehouse (as a complete order) or from multiple supplier locations (in separate deliveries). You will receive a shipping confirmation email with tracking details and dispatch locations when your order is shipped.

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International Shipping Costs

International shipping costs are calculated based on the destination country and total weight of your order. You can estimate the shipping cost by adding your desired products to the cart and using the “Estimate Shipping and Tax”feature at checkout.

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Customs and Duties

Prices do not include overseas customs duties, import taxes, or clearance fees, which may be imposed by your local authorities. These charges are the responsibility of the customer and must be paid directly to the relevant courier or customs office prior to delivery.
PawsPlanet cannot be held responsible for any additional charges, delays, or refusals by customs authorities. If you decline to pay customs or import fees, your parcel may be abandoned, and no refund will be issued.

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