Shipping policy
Last updated: 28 June 2026
This Shipping Policy applies to purchases made from www.thepetgoods.com.au, operated by Ecommerce Advisory Group Pty Ltd, ABN 16 689 668 371, trading as The Pet Goods.
Please read this policy carefully before placing an order. It explains how we process, dispatch and deliver orders, including estimated delivery timeframes, fulfilment partners, tracking, split shipments and delivery issues.
1. Contact details
Store: The Pet Goods
Operated by: Ecommerce Advisory Group Pty Ltd
ABN: 16 689 668 371
Email: info@thepetgoods.com.au
Phone: 1300 539 211
Mailing address: 40 Montana Street, Glen Iris VIC 3146, Australia
2. Where we ship
We currently ship orders within Australia, including metro, regional and selected remote areas, subject to courier availability and product restrictions.
Some products may not be available for delivery to certain locations due to size, weight, carrier limitations, supplier restrictions or remote delivery access. If we are unable to fulfil your order to your delivery address, we will contact you as soon as possible to discuss the available options.
3. Delivery carriers
We use Australia Post and other national courier networks in Australia to deliver orders. Depending on the product, location and fulfilment method, your order may be delivered by Australia Post, StarTrack, CouriersPlease, Aramex, Sendle, Direct Freight, TNT/FedEx, local courier services, supplier-appointed couriers or another suitable delivery partner.
The carrier used for your order is selected based on the product, delivery address, parcel size, fulfilment location and service availability.
4. Multiple fulfilment procedures and partner-dispatched orders
The Pet Goods uses multiple fulfilment procedures to supply orders efficiently. Some products may be dispatched from our own fulfilment network, while others may be sent directly to you by one of our trusted suppliers, fulfilment partners or premium retail partners on our behalf.
Your contract of purchase remains with The Pet Goods, operated by Ecommerce Advisory Group Pty Ltd, even where an item is dispatched directly by a supplier, fulfilment partner or retail partner.
Because different products may be fulfilled from different locations, orders containing multiple items may arrive in separate parcels, with separate tracking numbers and at different times.
5. Order processing time
Orders are generally processed within 48 hours, excluding weekends, public holidays and peak trading periods.
Processing time refers to the time needed to receive, review, prepare and submit your order for fulfilment. Processing time is separate from delivery time.
During busy periods, supplier dispatch periods, promotional events, public holidays or carrier delays, processing may take longer than usual.
6. Estimated delivery time
Estimated delivery time is generally 7 to 12 BUSINESS days after processing, depending on the product, delivery location, fulfilment partner, carrier and other factors outside our control.
Business days are Monday to Friday and do not include weekends or public holidays.
Delivery timeframes are estimates only. While we make reasonable efforts to dispatch and deliver orders promptly, delivery delays may occur due to carrier delays, supplier dispatch times, remote delivery locations, public holidays, weather events, customs or freight delays, incorrect delivery details, peak periods, network disruptions or other circumstances outside our control.
7. Shipping rates
Shipping charges, if applicable, are calculated and displayed at checkout before payment is completed.
Shipping rates may vary depending on the product, order value, delivery address, carrier, parcel size, parcel weight and promotional shipping offers available at the time of purchase.
From time to time, we may offer free shipping promotions. Free shipping offers may be subject to minimum spend, product exclusions, bulky item exclusions, remote area exclusions or other conditions stated on the website or at checkout.
8. Tracking information
Where tracking is available, tracking details will be sent to the email address or phone number provided at checkout after your order has been dispatched.
Please allow time for tracking information to update after dispatch. In some cases, tracking may not show movement immediately, particularly when a parcel has been booked but not yet scanned by the carrier.
If your order is being shipped in multiple parcels, you may receive more than one tracking number.
9. Split shipments
Orders containing multiple products may be shipped separately. This may happen when items are fulfilled from different locations, dispatched by different suppliers or retail partners, or require different carriers due to size, weight or product type.
If your order arrives in separate parcels, this does not mean anything is missing. Remaining items may still be in transit under a separate tracking number.
10. Pre-order, supplier-dispatched and extended dispatch items
Some products may be offered as pre-order items, supplier-dispatched items or products with longer handling times. Where applicable, this may be stated on the product page, at checkout or in our customer communications.
Estimated dispatch and delivery timeframes for these items are guides only and may be affected by supplier availability, freight delays, fulfilment schedules, carrier delays or other factors outside our control.
If there is a significant delay with your order, we will make reasonable efforts to keep you informed.
11. Delivery address
You are responsible for providing a complete and accurate delivery address at checkout, including unit number, street number, suburb, postcode, state and any relevant delivery instructions.
We are not responsible for delays, failed deliveries, returned parcels or additional charges caused by incorrect, incomplete or outdated delivery information provided by the customer.
If you notice an error in your delivery address after placing an order, please contact us immediately at info@thepetgoods.com.au. We will do our best to assist, but we cannot guarantee that an address can be changed after an order has been submitted for processing or dispatch.
12. PO Boxes, parcel lockers and remote locations
Some carriers and bulky items may not be suitable for delivery to PO Boxes, parcel lockers or certain remote locations.
If a product cannot be delivered to a PO Box, parcel locker or remote address, we may contact you to request an alternative delivery address.
Remote, regional and rural deliveries may take longer than the standard estimated delivery timeframe.
13. Authority to leave and unattended deliveries
Some carriers may offer authority to leave or safe-drop delivery options. If you choose or authorise an unattended delivery option, the carrier may leave the parcel at the address without a signature where they consider it safe to do so.
Please ensure your delivery location is secure and suitable for receiving parcels. If you believe a parcel has been incorrectly marked as delivered or has not been received, please contact us as soon as possible so we can review the tracking information and raise an enquiry with the carrier where appropriate.
14. Delayed parcels
If your parcel appears delayed, please check your tracking details first, as carrier scans may provide the latest available update.
If your tracking has not updated for several business days, or your order is outside the estimated delivery timeframe, please contact us at info@thepetgoods.com.au with your order number so we can review the matter.
Where appropriate, we may raise an enquiry with the carrier, fulfilment partner, supplier or retail partner. We may need to wait for their investigation before confirming the next steps.
15. Lost parcels
If a parcel appears to be lost in transit, we will work with the relevant carrier or fulfilment partner to investigate the issue.
Please contact us at info@thepetgoods.com.au with your order number if you believe your parcel is lost.
Depending on the outcome of the investigation and your rights under Australian Consumer Law, we may arrange a replacement, refund or another suitable solution where appropriate.
16. Damaged items on arrival
If your item arrives damaged, please contact us at info@thepetgoods.com.au within 24 hours of delivery so we can assess the issue and lodge any required carrier or supplier claim promptly.
To help us process a damaged-on-arrival claim, please provide:
- Your order number;
- A clear description of the damage;
- At least 3 clear photos showing the outer packaging, inner packaging and damaged item; and
- A video of at least 12 seconds showing the outer packaging, inner packaging and damaged item.
Please keep the item and all packaging until we have reviewed your claim, as the carrier, supplier or fulfilment partner may require evidence to assess the matter.
Damaged item claims are handled in accordance with our Returns and Refunds Policy and your rights under Australian Consumer Law.
17. Incorrect items
If you receive an incorrect item, please contact us at info@thepetgoods.com.au as soon as possible with your order number and clear photos of the item received, including any product label, barcode or packaging.
If we confirm that the wrong item was supplied, we will arrange a suitable solution, which may include replacement, return instructions or refund where appropriate.
18. Failed delivery, refusal to accept delivery or return to sender
If a parcel is returned to sender due to an incorrect address, refusal to accept delivery, failure to collect, unsuccessful delivery attempts, or another customer-related delivery issue, we may contact you to arrange redelivery where possible.
Additional postage, handling or redelivery fees may apply before the item can be resent.
If you no longer want the order after it has been returned due to a customer-related delivery issue, any refund may exclude original shipping charges and return costs, unless otherwise required by law.
19. Order changes and cancellations
If you need to change or cancel an order, please contact us as soon as possible at info@thepetgoods.com.au.
We will do our best to assist, but we cannot guarantee changes or cancellations once an order has been submitted for processing, dispatched by us, or sent to a supplier, fulfilment partner or retail partner.
20. Australian Consumer Law
Nothing in this Shipping Policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law or any other applicable law that cannot be excluded, restricted or modified.
If a product is faulty, damaged, incorrectly supplied, not as described, or otherwise fails to meet a consumer guarantee, we will assess the matter in accordance with Australian Consumer Law and our Returns and Refunds Policy.
21. Contact us
For shipping enquiries, tracking questions, delayed parcels, damaged deliveries or order support, please contact us:
The Pet Goods
Operated by Ecommerce Advisory Group Pty Ltd
ABN: 16 689 668 371
Email: info@thepetgoods.com.au
Phone: 1300 539 211
Mailing address: 40 Montana Street, Glen Iris VIC 3146, Australia