Shipping & Warranty
Shipping & Delivery
When you order an item from this website, you are confirming your agreement to our Shipping, Delivery and warranty policy. You are also agreeing to our terms and conditions.
Estimated Delivery Times
Most orders will be delivered within 2-5 business days from dispatch. Delivery time frames for your order can vary based on a variety of factors including your shipping location, size & weight of your order, time of the year, logistical issues (including but not limited to flooding, bushfires, courier delays during peak periods) etc. Therefore, we recommend that you allow more time for your delivery to arrive. Approximate delivery time-frames are as follows:
- Victoria - 5 - 7 working days
- NSW, SA, ACT - 6 - 10 working days
- QLD, NT, WA, TAS - 7 - 12 working days
We are unable to guarantee a delivery on any specific dates, time frames or times as this is not something our delivery partners would be able to guarantee either.
Fees
From time to time couriers may impose additional shipping fees from standard charges which can be due to size, weight, delivery address and a number of other factors. In many cases Direct To Pet can absorb these additional costs, though there may be times in which our team will contact you to organise an alternate arrangement when we cannot cover these fees.
Shipping & Tracking
Dispatch typically takes 2-3 working days after your order. We will send you order tracking details from one of our couriers. Please allow up to 2 working days from time of notification sent for the couriers online tracking information to be updated.
Unsuccessful Deliveries
You will incur a re-delivery fee if your item(s) delivery is unsuccessful for any of the following reasons:
- You entered an incorrect or Inaccurate address
- You failed to pick up your parcel within the acceptable time frame
- You or the Receiver rejected the package.
Where possible, for larger items please avoid entering a PO Box number as we may not be able to ship your order to a PO Box due to size & weight restrictions. In the above case, we may contact you requesting an alternate address and it is your responsibility to provide this.
We cannot guarantee efficient delivery to all postodes:
Due to limitations of our couriers, we are not always able to ship to some Australian postocdes due to a variety of factors including product weight and shipping location. If you place an order that falls under this category, we will do our best to arrange your delivery successfully. In the majority of cases, we will be able to arrange your delivery successfully without further action from you. In the event that we cannot arrange your delivery, we may offer you alternative delivery arrangements. If we cannot provide you with a suitable delivery arrangement, we will provide you with a full refund. We encourage you to place your order without concern. However, we reserve the right to cancel and refund your order as we deem necessary.
Warranty
Most non-electronic items on this website are sold with a 12-month warranty.
Most electronic items on this website are sold with a 3 month warranty.
Please contact us before you place your order if you are unsure about the warranty status of your items.
Warranty does not apply to faults and damages caused by misuse or damages and faults caused during assembly or delivery.
Timeframes
To lodge a claim under these warranty conditions you must contact us within 10 working days from receipt of the item. We reserve the right to refuse any claims under this warranty after this period.
Lodgement
To lodge a warranty request, please follow the steps under our refund policy.