Shipping policy

📦 Pet Supplies Empire – Delivery & Shipping Policy

At Pet Supplies Empire, we’re committed to delivering an exceptional shopping experience, including making the delivery process as seamless and transparent as possible.

1. 🚚 Free Shipping on Orders Over $79

Enjoy Free Shipping on orders over $79, available to over 5,000 postcodes across Australia.

Exceptions Apply:

  • Bulky/Heavy Items: including but not limited to: puppy pads, litter, dog food, kennels, aquariums, litter boxes and stands may attract additional charges due to size or weight.
  • Remote or Rural Areas: Deliveries to these areas may incur additional costs or may not be possible via standard services.

Note: For unusually large or remote-area orders - even those eligible for free shipping - we may adjust the shipping cost after consulting with you.

2. 🎁 Giving Value Back to Our Customers

We’re focused on keeping shipping costs low so we can pass the savings on to our valued customers. Our goal is to deliver high-quality service without breaking the bank.

3. ⏱️ Dispatch Timings

We aim to dispatch all orders within 2 business days of receiving them.

However, as a small Australian business offering over 4,000 products, some items may need to be ordered from suppliers. These usually arrive within 3–4 business days, after which your full order will be dispatched.

If there are any unexpected delays, we’ll proactively reach out to keep you informed.

4. 🏷️ Special Orders & Warehouse Handling

Some items may be marked as “Special Order”. For these:

  • You’ll receive a notification with estimated delivery times.
  • Delivery may take 1–2 weeks to reach our warehouse before dispatch.

Brand Warehouse Exemptions: Items from specific brands (e.g. Charlie’s and Rubies Deerfield) ship from third-party warehouses and are excluded from the Free Shipping policy.

5. 📍 Remote or Rural Locations

We reserve the right not to ship to certain remote or regional locations.

  • If we cannot deliver directly, we’ll contact you to explore alternatives - such as delivery to a nearby town or depot.
  • If a solution can’t be found, a full refund will be issued.

6. 🚪 Authority to Leave (ATL)

Most orders are shipped with Authority to Leave (ATL) enabled by default, which allows the courier to leave your parcel in a safe place if no one is home.

  • If no safe location is available, the parcel may be redirected to a collection point.
  • If you do not want ATL, please contact us before ordering or include delivery instructions at checkout (if available).
  • Please note that if ATL is enabled and the parcel goes missing after confirmed delivery, we may not be able to offer compensation depending on the courier’s policy.

7. 📦 Large & Bulky Item Handling

Some products - due to weight, size, or special freight requirements - are classified as large or bulky items. These include:

  • Dog food (10kg+), kennels, cat litter, aquariums, puppy pads, etc.

For these items:

  • Delivery may take longer than usual.
  • They may be subject to additional shipping costs (especially to rural/remote locations).
  • In some cases, a courier that requires someone to be present for delivery may be used.
  • If the shipping cost charged at checkout is less than the actual cost of delivering your order, we will contact you before dispatch. You can pay the difference, change the order, or cancel for a full refund.

8. 🌦️ Unforeseen Hurdles

While we do our best to meet delivery timelines, issues like courier delays, public holidays, or severe weather may occasionally cause disruptions.

We are committed to resolving any issues quickly, but please note:

  • Estimated delivery dates are not guaranteed.
  • Pet Supplies Empire is not liable for delays caused by third-party carriers.

9. 🔎 Tracking Your Order

After your order ships, you will receive:

  • A shipping confirmation email with your tracking number.
  • You can track your order directly on the courier's website or via the link in your email.

Please allow up to 24 hours for tracking to activate after dispatch.

10. 🔄 Returns & Exchanges

Please refer to our Return Policy for full details on how to return or exchange items.