Shipping Policy

Which courier will be delivering my order?

For customers in the metropolitan areas of Sydney, Brisbane, Melbourne, Perth, and Adelaide, we utilize a mix of in-house and third-party couriers, including Direct Freight Express, Couriers Please, Sendle, Australia Post, and Aramex.
For smaller parcels, we will make every effort to use Australia Post. Larger parcels or orders that require multiple boxes will be shipped with Direct Freight Express.

Shipping Costs

We offer various shipping options calculated based on the weight of your items. Shipping costs will not exceed a maximum of $30.00 per shipment and start as low as $8.90 for selected metro areas in NSW, QLD, and VIC for parcels under 1kg.
Other metro areas will also have a capped maximum shipping cost, while shipping to non-metro and rural areas will vary depending on your location and the size of your order.
*Please note that metro areas are defined by our courier partner and their serviceable zones.*

Where can Small Paws Supply deliver my order?

We ship to residential addresses all across Australia! However, in some remote areas, our couriers may not be able to provide door-to-door delivery. In such cases, your items will be left at the nearest local post office for safekeeping until you’re ready to pick them up.
We’re also happy to deliver to your workplace—just be sure to include your business name to ensure your order arrives promptly.

How long does delivery take?

We know how exciting it can be to refresh your pets collection of their favorite treats or toys, or receive a stylish new upgrade to their home, which is why we strive to deliver your order as quickly as possible.
If you have a pre-order item, it will be shipped as soon as stock is available, and we will have emailed you the estimated shipping date—so be sure to check your messages.
Remember, you can use the tracking number included in your order confirmation to get an estimated arrival time for your order.

Can You Deliver to PO and Parcel Lockers?

Yes, we can deliver to PO and Parcel Lockers. We may ask for an alternative address if it allows us to offer you a lower shipping cost.

Where are orders shipped from?

We ship all orders from our Australian warehouse in Gold Coast Queensland.

Can I Pay for an Order and Have It Sent to Someone Else’s Address?

Absolutely! Just make sure to include the recipient’s name in the delivery address details to avoid any confusion.
After you receive your dispatch email, be sure to change your address back to your own to ensure all future orders are delivered correctly.

Do you Ship Internationally?

At this time we do not offer international shipping

Deliveries

Where is my order?

When you place an order online at Small Paws Supply, you will receive a confirmation email. Once your order has shipped, you will receive a tracking number to monitor its journey to your doorstep.
You can check the delivery status of open orders in your Account Order History. Simply click the “Track This Order” link under the status to see the current status and projected delivery date.
If you have any concerns, please feel free to contact us.

What Time of Day Will My Order Be Delivered?

Our couriers do not have a set delivery time for packages. To make things easier for you, please provide clear instructions on where the package should be left if you are not home, as we grant our couriers “authority to leave.”
Many customers appreciate this approach for its convenience. For items sent via post, your order will arrive with your regular mail.

Why Is My Delivery Split into Multiple Boxes?

We often split items into different packages based on their type, weight, or size. Each package may be prepared and shipped independently to expedite the picking and packing process. As soon as part of your order is ready, we will send it out.
This means you might receive multiple boxes for your order, and occasionally they may arrive on different days, depending on when they are dispatched. You can check your order dispatch email to see what is included in each box.

I Have a Pre-Order—When Will It Arrive?

We prioritise all pre-orders to ensure they are delivered as quickly as possible. You should have received an email from our team indicating the expected dispatch date. In many cases, shipping occurs sooner than anticipated! If you haven’t received this email, please get in touch with us.

I Purchased Both Pre-Order and Non-Pre-Order Items—When Will They Ship?

If you order pre-order items along with items that are not on pre-order, all items will be shipped together with the pre-order item. To receive the non-pre-order items sooner, you will need to place a separate order.