Shipping policy
At Snuggle Pets, we do our best to deliver our products Australia-wide. However, due to certain restrictions and logistical challenges faced by our courier partners, some products may not be deliverable to specific locations.
You can check for delivery limitations by reviewing the product description for item-specific details and the Undeliverable Postcodes section for general restrictions — or simply proceed to checkout, where you’ll be notified if any items in your order cannot be delivered to your location.
Order Handling:
Orders are generally dispatched from our Australian distribution centres on the next business day after full payment has been received.
Order Confirmation:
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and authorised your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.
If your item is on backorder or unavailable, we will void the pre-authorisation and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Damages:
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to: support@snugglepets.com.au and we will process an insurance claim on your behalf.
Cancellations & Refunds:
All orders cancelled after 48 hours are subject to a $30 administration fee, whether or not your order has shipped. If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original payment method that you used when placing your order.
SHIPPING PROVIDERS
Snuggle Pets works with several reputable shipping providers to offer efficient and reliable delivery services at competitive rates. Our main shipping partners include the couriers listed below, along with other well-known courier services used by our suppliers and fulfilment partners where required.
AUSTRALIA POST
Items that weigh 22 kg or less will be dispatched with eParcel that is Australia Post’s Internet enabled freight system. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Australia Post’s online tracking tool.
When your order is dispatched, you will be given a consignment number.
Please visit http://auspostcom.au/track/ and use the tracking number given to track your item.
FASTWAY COURIERS
For items that weigh below 22kg with a lower cost than eParcel, the item will be dispatched with Fastway. You will receive an email confirmation of your order including a tracking number, as soon as your orders are dispatched. Fastway provides reliable courier distribution service across Australia. Their comprehensive fleet and professional team will ensure items delivered safely to your door.
Parcels dispatched with Fastway are collected from our premises on a daily basis. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Fastway’s website.
A non-PO Box address is required for Fastway’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team.
To track an item that is dispatched with Fastway, please visit http://www.fastway.com.au and use the given tracking number.
ALLIED EXPRESS
Parcels that weigh over 22 kg will be dispatched with Allied Express. Allied Express is the biggest and independently owned courier company in Australia with offices in all major mainland capitals. Each parcel will carry a barcoded address label and you will be able to track you items through the Allied Express website. Allied Express will contact you prior to delivery via SMS or phone number.
Allied Express requires consignment note and the postcode of the destination to track item at http://alliedexpress.com.au/ or call 131373 for more queries.
TOLL
Parcels which weigh less than 30kg can be dispatched with Toll. Toll is a major integrated logistics provider with an Asia Pacific focus. They provide safe, secure transport services.
Each parcel will carry a barcoded address label and you will be able to track you items through the Toll website. A non-PO Box address is required for Toll’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team.
If the delivery is missed, you should receive a card with instructions on how to find your parcel. You can visit Toll website to arrange a re-delivery.
With the tracking number, you can track the parcel anytime at https://www.tollgroup.com/tools/mytoll.
SHIPPING NOTES
Undeliverable Packages:
In the unlikely event that your parcel is returned to us, our customer service representative will contact you via email.
Inaccurate address:
If there are any address discrepancies with your order the product is returned to us, a customer care team member will be in touch. A re-delivery cost will occur for any products that are returned to us.
Unsuccessful Delivery Attempt:
If no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mail box for you to pick up your parcel in your local Post Office. If your item is delivered by Fastway or Allied Express, arrangement will be made in advance to ensure your item to arrive at your door at your convenience. A re-delivery cost will occur if you are not home at the arranged time.
Rejected by Receiver:
If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if parcel has to be resent.
No Pickups Available:
Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.
SHIPPING TIMES
The estimated delivery time frames are:
- For customers in VIC - approximately 3-5 working days
- For customers in NSW, SA, ACT - approximately 4-8 working days
- For customers in QLD, NT,WA and TAS - approximately 7-10 working days
Please note:
Delivery time only starts after payments have been cleared and the item has been dispatched from our warehouse (usually 1 working day after receipt of cleared payment).
In some cases, due to temporary stock shortages in local warehouses, certain items may be shipped directly from our manufacturing partners, which can result in slightly longer delivery times.
We provide tracking details for orders as soon as items are dispatched. In exceptional situations where tracking details cannot be provided immediately, our team will contact you directly with an update.
We are unable to guarantee delivery on specific dates or times, as this also depends on our delivery partners.
The expected delivery times provided by couriers are estimates only and delays may occasionally occur due to factors outside our control. If you do not receive your item within 10 business days, please contact our customer service team.
UNDELIVERABLE POSTCODES
Snuggle Pets regrets that due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. Please refer to the list below for more details.
We try our best to include all the undeliverable postcodes on the list, however, there are still a few postcodes that are undeliverable for some SKUs. Orders with no shipment service will be cancelled and refunded automatically.
Please kindly contact our customer service for more information if you need the item to be delivered to a remote area to ensure your order could be processed successfully.
UNDELIVERABLE POSTCODES:
|
STATE |
POSTCODE |
SUBURB |
|
SA |
5701 |
WOOLUNDUNGA |
|
WA |
6740 |
DRYSDALE RIVER |
|
WA |
6740 |
MITCHELL PLATEAU |
|
WA |
6740 |
OOMBULGURRI |
|
WA |
6740 |
KALUMBURU |
|
WA |
6740 |
PRINCE REGENT RIVER |
|
WA |
6740 |
WYNDHAM |
|
WA |
6743 |
WARMUN |
|
WA |
6743 |
CAMBRIDGE GULF |
|
WA |
6743 |
LAKE ARGYLE |
|
WA |
6743 |
DURACK |
|
WA |
6743 |
GIBB |
|
WA |
6743 |
KUNUNURRA |
|
TAS |
7151 |
HEARD ISLAND |
|
TAS |
7151 |
DAVIS |
|
TAS |
7151 |
MAWSON |
|
TAS |
7151 |
MACQUARIE ISLAND |
|
TAS |
7151 |
MCDONALD ISLANDS |
|
TAS |
7151 |
CASEY |
Bulky items
|
NT |
0800-0999 |
|
NSW |
2641,2717, 2831, 2898, 2899 |
|
QLD |
4184, 4421,4450-4499, 4680, 4700-4805 4806-4899, 4900-4999, 9960-9999 |
|
SA |
5701 |
|
WA |
6055, 6215-6699, 6700-6799 |
|
TAS |
7151 |