Shipping policy

ITEMS UNABLE TO BE SHIPPED:

  • SOME FOOD orders are not able to be shipped to WA, NT, & TAS as these states have restrictions on certain imports. Β 
  • If you order prohibited products to be sent to WA, NT or TAS these items will be REMOVED/CANCELLED from the order.
  • Items unable to be shipping have that CLEARLY stated at the top of the description of each relevant product page.
  • A $5 administration fee is payable for processing the refund which will be deducted from the amount refundable.

SHIPPING COST

  • We have a Weight Based Rate for Shipping Australia wide - This shipping charge will cover the majority of orders varying with remote locations and total weight of order, where some additional shipping charges may apply in some circumstances, see below.Β 

DISTANCE BASED CHARGES:

Extra charges are for all areas withinΒ WA, NT & TASΒ andΒ allΒ RURAL & REMOTEΒ areas of QLD, NSW, VIC & SA.

  • The charges only apply if you are within the above areas
  • Areas that areΒ NOTΒ affected are all metro areas of QLD, NSW, VIC & SA. If you are in these areas and not classed as a Remote or Rural area there isΒ NO additional shipping charge unless you exceed 20kg or over.
  • For more info, see Additional Shipping Fee Process

WIEGHT BASED CHARGES:

  • Extra shipping charges will be worked out on the total weight of your boxed order.
  • If the weight of the order is 20kg or above there maybe extra charges applied due to weight, size, shape, etc. of items/boxes
  • For more info, see Additional Shipping Fee Process

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PO BOX (Includes PMB, Parcel Collect or any Australia Post collect facility boxes):

  • We prefer you provide us with a residential address rather than a PO Box, as Courier is normally a more cost effective way to ship.
  • We understand some of you are in Rural areas, so can only provide a PO Box address.
  • We will contact you via email after we receive your order if we require extra shipping charges.Β 

SHIPPING METHOD:

  • Orders are sent either via Australia Post, Aramex (Fastway) or Big Post Couriers.Β 
  • We will assess which option is more cost effective based on the weight and dimensionsΒ of your parcel.Β 
  • If you have a PO Box as your shipping address, your order will be sent via Australia Post only, but please note there maybe extra shipping charges, For more info, see Additional Shipping Fee Process
  • If you request for us to send your order via Australia post rather then courier then there also maybe extra shipping charges.Β 
  • We prefer you provide us with a residential address rather than a PO Box, as the Courier will not deliver to PO Box addresses and in most cases sending parcels via Courier is more cost effective.
  • If you provide us with a business address, please also include the business name at checkout.Β 

EXPRESS Shipping:

  • Express shipping is only available for items in the cart adding up to a maximum of 2kg in weight (Including packaging)
  • This option is available if you are offered in your shopping cart when you submit your orderΒ 
  • Please email us if you require a quote on express shipping charges.Β 
  • For more info, see Additional Shipping Fee Process

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Additional Shipping Fee Process:

  • Please note; these extra shipping charges are NOT calculated at checkout; once we receive your order as paid, we will determine any additional shipping fees which will be invoiced separately and emailed to you for payment due prior to dispatch,Β 
  • The extra postage charge may take up to 24 hours (Monday to Friday) to be emailed after you submit your order.
  • We do our best to keep any extra charges as low as possible, using various shipping companies.
  • The extra shipping charge will be the total of what we are charged by the shipping company take the flat rate charge you pay when you process your order. Additional fees to most areas will vary; roughly $15 to $20 for an additional 3 to 5kg. However cost also varies depending on distance from SE QLD.
  • If you are planning to order 20kg or more of products and would like a quote on postage prior to purchasing, please contact us
  • Please note if you process an order that requires extra shipping charges and you request for us to cancel and refund the order, there maybe extra charges deducted from your refund to cover payment fees we are charged from Afterpay, Zip pay etc.Β 

SHIPPING DELIVERY TIME FRAME:

  • We try to process and ship orders promptly, within approx.Β 2 business days (between Monday to Friday only) from the date payment is received. depending on time received and your courier pickup times.Β 
  • Please allow for extra delays during busy pre xmas, newsletter promotions, shop sale periods and for orders received over the weekend. Please allow an extra day for processing.
  • Our couriers are CLOSED Saturday and Sundays and local public holidays,Β so orders will not be processed during that period.Β 
  • Delivery time to most areas once your parcel leaves here is approx. 2 to 5 business days (Monday to Friday)
  • Remote/Rural Areas and Western Australia, Northern Territory & Tasmania may take up to approx. 7 to 14 business days (Monday to Friday) generally if you are more than one hour from a major city, you may be classed as a Remote area.Β 
  • If you are in one of these areas and would like to receive your parcel quicker, please contact us via email once you place your order and we can discuss express shipping options and any extra costs.Β 
  • Any time frames given for delivery are a guide only. These times may not take into account state public holidays, busy periods or road delays. Please allow 3 more extra days for delivery in case of transit delay
  • We will send email or text notifications to you once your order has been received and shipped.Β 
  • Tracking - Once your order has been shipped you will be sent an email or text with shipment confirmation that will include your tracking number.Β 
  • Contact us if you have not received your Order confirmation email after submitting your order, please check spam too or it may be that your email was entered incorrectly at checkout.Β 
  • Contact us if you have not received your parcel after 5 business days from the expected terms
  • Please note there will be delays in processing/shipping orders during public holiday periods and our closed periods during Xmas & January, so the standard times given above may not be applicable during these times.Β 

Authority to LeaveΒ (ATL):

  • All parcels are sent with authority from you for the courier to leave in a safe place. If you would like your parcel left in a certain place or require a signature for delivery, then please leave these details in under theΒ "extra order details"Β section of theΒ Shopping Cart page. Please note there may be extra charges if a signature is required.Β 
  • Proceeding with your order will automatically indemnify East Coast Pet Supplies, Australia Post, Big Post, Aramex and its Courier Franchisee against any claim for loss and / or damage relating to any freight item left.