FREE DELIVERY ON ORDERS OVER $100

Petal & Pup

By processing your payment and completing an order with us, you accept the following terms and conditions regarding the shipping and delivery of your order.

  • All orders are packed and shipped within 24 hours of placement, excluding weekends and public holidays.
  • Orders placed after 10am AEST on Monday, Tuesday, Wednesday, Thursday and Friday will be shipped the following business day

 Shipping Time

Australia

 

Orders under $100 (AUD) - Flat rate of $8.95 for express shipping

Orders over $100 (AUD) - Free express shipping

 

1 - 3 business days *COVID-19 delays may occur (3 days)

Same day delivery available for select suburbs. More details here. 

New Zealand

 

Orders under $100 (AUD) - Flat rate of $9.95 for express shipping

Orders over $100 (AUD) - Free express shipping

2 - 4 days *COVID-19 delays may occur (3 - 5 days)

Rest of the World

Flat rate of $19.95 pack and track international shipping.

 

3 - 10 business days *COVID-19 delays may occur (3 - 14 days)

USA & Canada

 

Orders under $100 (AUD) - Flat rate of $8.95 for express shipping

Orders over $100 (AUD) - Free express shipping

2 - 4 days. *COVID-19 delays may occur (3 - 10 days).


NZ GST: 15% NZ GST is included in the price for orders shipping to New Zealand. GST is paid by Petal & Pup at the border for shipments to NZ.

Shipping Methods

We ship most orders via Express Australia Post. Some Brisbane, Gold Coast, Sunshine Coast and Ipswich suburbs are eligible for same day delivery with StarTrack Courier. 

Same day delivery applies to eligible orders with a Same Day Delivery shipping methodselected at checkout  and an eligible street address/residential address.

For more information and eligibility regarding same day delivery - click here


Orders shipping to New Zealand are shipped via Australia Post International Express Post.
Orders to USA, Canada and select international locations will be shipped via SEKO courier service. 
Please note, processing delays due to; customs, public holidays, severe weather and courier transit errors are not within our control. 

 

 Shipping Delays

Australia Post is experiencing international delivery delays in all destinations due to limited airline capacity and government restrictions as a result of COVID-19. Australia Post is working with partner airlines and other postal operators to move items as quickly as possible and clear backlog.
 “Economy Air” international delivery service has been suspended for parcels and Economy letters containing merchandise to all countries, territories and regions effective 3 April and until further notice"

To find out if your country is affected by these service adjustments feel free to visit Auspost’s Service Information page.

Shipping delays | South Australia & Victoria bound shipments

Increased volumes and workforce capacity constraints may cause a 3 day delay for parcels destined for South Australia & Victoria

Shipping delays due to Customs | NZ

Due to COVID-19, and the limited resourcing currently required at airports nationally, Customs has an opportunity to look closer into the trade space to ensure that all due revenue is being collected. 

Beginning from 03/08/2020 and for a period of approximately six weeks, Customs will increase the amount of inspections undertaken at the Auckland Air Cargo Inspections Facility, and will likely be turned around within a 48 hour period.

This targeting exercise is in addition to the current holds Customs has in place.


International Customs Fees

Custom fees, duties and taxes are collected and paid for at the checkout and remitted to your local Customs authority by our couriers. Every effort is made to ensure the correct amount is collected at the checkout, however Petal & Pup cannot guarantee no further fees may need to be paid upon delivery. Where possible, we will advise you of this at the checkout.

We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to your purchase.

Petal & Pup is not responsible for any additional taxes and customs charges that are requested during the shipment of your order. We do not offer refunds for these costs.

If an order is refused by a customer due to customs duty, taxes and/or fees, the parcel will be held for 2 weeks. If these fees are not paid in this time the parcel will be abandoned. Subsequent fees may be applied to any refund if eligible. Petal & Pup is not responsible for refunding or handling of an abandoned order.


Order Tracking

Once your order is packed and leaves our warehouse, an email will be sent to the email address entered when the order was placed. This email will provide the tracking number so you can track the progress of your order.

FAQ’s

Which countries do you ship to?

We ship to over 80 countries worldwide! At checkout you’ll have the option to select the ship-to country from a drop down list. If for some reason you cannot find the ship-to country you’re looking for feel free to get in touch with our Customer Experience Team for assistance.

 

How is COVID-19 impacting the shipping and delivery time?

While it’s business as usual here at Petal & Pup many of our carriers have experienced delays due to changes in work-safety compliance to combat the spread of COVID-19. This combined with increased shipping volumes has caused delays in transit times. If you require delivery by a specified date, please review our estimated shipping time frames to ensure your order will arrive on time. 

When will my order be shipped?

All orders are packed and shipped within 24 hours of placement, excluding weekends and public holidays. Orders placed after 10am AEST on Monday, Tuesday, Wednesday, Thursday and Friday will be shipped the following business day

 

How do I track my order?

Once your order is shipped, you will receive an email notification with a link to track your shipment. This link will route you to view the tracking details as your order makes its way to you. 

From this page you’ll also have the ability to sign up for text alerts that provide updates on the status of your package. 

 

What if my order is not received? 

So sorry to hear that you haven’t received your order!

If your order has not been delivered within the estimated window, please contact our Customer Experience Team at contactus@petalandpup.com.au as soon as possible. Please be sure to include your order number and confirm your shipping address.


Do you deliver to PO boxes/Parcel Lockers?

Yes, we do offer shipping to PO Boxes and Parcel Lockers. Please be sure to select Express Shipping at checkout to avoid delays. 

 

How do I update my shipping address?

We do our best to process and ship orders as soon as possible, so while we would love to-- regrettably we cannot always honor these changes or cancelations.

Requests for address changes or order cancelations should be submitted within 3 hours from the time the order was placed. Please send your request to contactus@petalandpup.com.au  and be sure to include your order number and the keywords “order change” in the subject line. For address changes please include the new address in the body of the email. Please note, weekends, public holidays and high volumes may impact our ability to attend to every request.

 

What if my order is delivered to the wrong address?

We are so sorry to hear that your order was delivered to the incorrect address!

Please contact our Customer Experience Team at contactus@petalandpup.com.au as soon as possible. Be sure to include your order number and confirm your shipping address, so we can have this resolved for you as soon as possible. 

 

Will I be charged for customs fees?

Customs fees, such as duties and taxes will be calculated and paid for at checkout where applicable. While we do our best to ensure the calculation of these fees are correct we regrettably cannot guarantee additional fees will not be due at the time of delivery.

We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to your purchase.

 

What if I no longer want my order due to customs fees?

If you no longer wish to receive your order due to applicable customs fees we’ll do our best to have the parcel returned to our warehouse. However, the customer will be responsible for fees associated with the handling of the abandoned order and this amount will be deducted from the refund amount. 

 

Do you offer rush shipping options? 

Regrettably, if you reside outside of reach for our same day delivery service we are unable to provide faster shipping methods at this time.

 

Terms & Conditions for Shipping

Delivery times can change depending on the time of the year, holiday periods, weekends and severe weather. We are not responsible for lost or stolen packages or packages delayed in transit.

 

It is the customer’s responsibility to provide the correct shipping/delivery address for an order. If the wrong delivery address is provided, Petal & Pup may not be able to offer reimbursement for this package.

International Orders

Petal & Pup does not provide refunds to customers for failure to pay duties and taxes associated with their order.

All our prices are in Australian Dollars (AUD) and do not include local taxes and import/custom duties for international orders.

Same day delivery

The following applies to eligible orders with a Same Day Delivery shipping method, selected at checkout  and an eligible street address/residential address:


Orders for these suburbs that are placed before 10am each business day, are eligible to be sent with Star Track Courier for delivery between 1pm and 6pm the same day. Orders placed after 10am will be processed with Star Track Courier and be collected the following business day for same day delivery between 1pm and 6pm. 

Please note that Star Track Courier can only deliver to physical addresses. Selecting Star Track Courier for orders addressed to PO Boxes or Parcel Lockers will be sent with Australia Post if found.  

Signature Release & Authority to Leave

Due to COVID-19, Australia Post's delivery service will not require a signature and will only deliver with Authority to Leave. This means that Australia Post will not require you to sign for your order. Your order will be left in a safe place so it is ready and waiting for you. Australia Post will also take a photo of where your order was left. 

If you do not want Australia Post to leave your order in a safe place when you are not home to receive it, please ensure you provide clear instructions in the notes field when placing your online order with Petal & Pup.