Shipping policy

Shipping Policy

At PetNation, we’re committed to getting your pet’s new products to you as quickly and safely as possible. We work closely with trusted Australian suppliers to ensure your order is processed and delivered with care.

Shipping Locations

We currently ship to most residential and business addresses across Australia.

Unfortunately, some remote or restricted postcodes may be unavailable due to carrier limitations. If we’re unable to deliver to your address, we’ll contact you promptly and provide a full refund if we cannot fulfil your order.

 

Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully received.

During busy periods, public holidays or promotional events, processing times may be slightly longer.

Stock Availability

While we do our best to keep our website up to date, product availability may occasionally change.

If an item becomes unavailable after your order has been placed, we’ll contact you as soon as possible and offer you the choice of:

• A full refund, or
• An alternative product (where available).

 

Delivery Timeframes

Estimated delivery times after dispatch are:

• Victoria: 3–5 business days
• New South Wales, South Australia & ACT: 4–8 business days
• Queensland, Western Australia, Tasmania & Northern Territory: 7–10 business days

These delivery timeframes are estimates only and may vary depending on your location, weather conditions, courier delays, peak periods or other circumstances outside of our control.

 

Tracking Your Order

Once your order has been dispatched, you’ll receive a confirmation email containing your tracking information.

Tracking information may take up to 24 hours to become active after dispatch.

 

Multiple Shipments

Some orders may arrive in multiple parcels if products are shipped from different suppliers or warehouses.

If this occurs, you’ll receive tracking information for each shipment where available.

 

Incorrect Shipping Address

Please ensure your shipping address is accurate before completing your purchase.

If an incorrect or incomplete address is provided and your parcel is returned to us, additional shipping charges may apply before your order can be resent.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us within 7 days of delivery at:

petnationdirect@outlook.com

Please include:

• Your order number
• Photos of the product
• Photos of the packaging (where possible)
• A brief description of the issue

We’ll review your claim and work with our supplier to provide an appropriate resolution, which may include a repair, replacement or refund in accordance with Australian Consumer Law.

Please do not return any items without contacting us first, as return instructions may vary depending on the product and supplier.

Delivery Delays

While we always aim to deliver your order within the estimated delivery timeframes, occasional delays may occur due to factors beyond our control, including:

• Severe weather
• Public holidays
• High parcel volumes
• Courier operational delays
• Remote delivery locations

If your order appears significantly delayed, please contact us and we’ll happily investigate with the courier on your behalf.

 

Questions?

If you have any questions about your order or delivery, please don’t hesitate to contact us at:

petnationdirect@outlook.com

We’re always happy to help.

 

UNDELIVERABLE POSTCODES:

STORE NAME regrets that due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. Please refer to the list below for more details.

We try our best to include all the undeliverable postcodes on the list, however, there are still a few postcodes that are undeliverable for some SKUs. Orders with no shipment service will be cancelled and refunded automatically.

Please kindly contact our customer service for more information if you need the item to be delivered to a remote area to ensure your order could be processed successfully.

UNDELIVERABLE POSTCODES:

 

Bulky items: