All deliveries are sent using third party providers. We use Direct Freight Express, Aramex Couriers and Australia Post according to how big the item is, and deliveries must be signed for when received.

It is the buyer's responsibility to ensure there are no breakages or missing items at the time of delivery. By signing for and accepting a delivery you acknowledge that the product has arrived in good condition. If the packaging is damaged in any way, please inspect the contents prior to signing for it.

WE DESPATCH EVERY MONDAY, WEDNESDAY AND FRIDAY, BUT NOT ON PUBLIC HOLIDAYS.

• Direct Freight Express: We do give Authority to Leave if no one is home, but the couriers and Pet Homes take no liability if it arrives damaged or if the item goes missing after delivery. We strongly recommend someone be home to take delivery and assist with unloading. An extra $20 will cover insurance for damaged delivery.

  If Direct Freight Express re-delivery is required, a $30 surcharge will be required to be paid before re-delivery can take effect.

• Fastway Couriers: We never give authority to leave, but customers may arrange this directly with the courier by asking for an Authority To Leave form. We strongly recommend someone be home to take delivery.

  If Fastway re-delivery is required, there is no re-delivery fee.

• Australia Post: If no-one is home at the time of delivery the goods will be taken to your local Post Office or local collection depot for pick up. Australia Post does not do re-delivery.

REGARDING DELIVERIES: We or couriers will provide you with tracking details for all consignments. Please pay close attention to tracking details for arrival times. It is best to contact the courier company directly if you have any questions regarding your consignment after it has left our dispatch warehouse. We will not accept any claims for lost or missing items after 48 hours of delivery.

Estimated Delivery Times

Pet Homes endeavours to dispatch orders from our Brisbane location within 1–2 business days from the date payment is received. 95% of orders are dispatched same day if the order is placed before 12pm.

We are currently experiencing an increased volume of online orders, along with delays and general congestion within freight and logistics networks. Australia Post and local couriers are also experiencing unprecedented demand, leading to longer than normal delivery times. This may result in delays getting your item delivered to you on time.

The estimated delivery times for couriers are in business days (Monday through Friday) excluding public holidays. Times may also be affected by COVID restrictions.

• Sydney: 1–2 days (95% of orders placed before 12pm are delivered next day)
• Melbourne: 1–3 days
• Brisbane: 1–3 days
• Cairns: 3–7 days
• Adelaide: 2–3 days
• Perth: 3–10 days (depending on size of goods; smaller items go faster)
• Rural Areas: 3–14 days (depending on your location; can sometimes take longer)

Pet Homes strives to ship your order according to the estimated delivery times provided, although ship times may change due to supply or circumstances beyond our control. If your product has not arrived after the estimated delivery time, please contact the shipping company directly with your tracking number for further information.

Orders cannot be cancelled once they have been dispatched. Shipping charges on dispatched orders are the responsibility of the purchaser.

Delivery of Goods

• Limited access delivery: Please ensure there is access to the delivery location. Providing access to apartments and other buildings with security doors, keyed or buzz-in access is the sole responsibility of the purchaser. Delivery driver must have clear access to the delivery location; this includes ensuring animals and pets are not running around in the front yard. If access cannot be achieved a calling card will be left or the courier will try to re-deliver on another day. Goods may also be left at your local hub or pick up location if home delivery cannot be achieved. You can arrange re-delivery at a time suitable to you by contacting the delivery company directly. See above for re-delivery restrictions. Courier company website and tracking are provided upon dispatch of order.

• Direct Freight Express re-delivery: If no one is available to sign for goods upon delivery and goods must be re-delivered, additional charges may apply. For re-delivery or non-access delivery please contact the courier company directly with your details and tracking number to organise a more suitable delivery.

• When "Authority to Leave" has been granted by the buyer, Pet Homes accepts no liability in the event of stolen or missing parcels. A tracking number will be provided for all deliveries so you can track your order to the delivery destination.

• We will endeavour to track and liaise with the freight company if long delays occur or if parcels go missing. Please understand when parcels leave our warehouse, circumstances beyond our control can affect delivery.

• Cancelled orders after dispatch or orders that cannot be delivered will only be refunded once all goods arrive back to our warehouse.

• We reserve the right to adjust freight charges for large or bulky items. Shipping calculator information is provided by a third party logistics provider; we cannot guarantee the accuracy of the final shipping price for certain locations. It is rare, but due to some postcodes we may contact customers for extra freight costs above calculator costs.

By using this site, you understand and agree to goods being dispatched using third party providers such as Australia Post or courier companies such as Couriers Please, Fastway, Direct Freight Express. You may arrange pickup by your own courier, but we do not fill in any courier forms.

PO Box Delivery

Pet Homes can only send small items to PO boxes within Australia (including Parcel Lockers & PMB). To send by Australia Post, items must be less than 90cm long and able to fit into a 3kg or 5kg Australia Post postbag and not exceed those weights including packing material. If we dispatch by Australia Post we will send you a tracking number and details. There are size limitations to box size that Australia Post will deliver to a PO Box, Parcel Locker or PMB.

All couriers will NOT deliver to a PO Box.

A tracking number will be provided for all deliveries.