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SHIPPING AND DELIVERY POLICY

Home / SHIPPING AND DELIVERY POLICY

SHIPPING AND DELIVERY POLICY

Effective Date: January 2026
Paws Haven | Powered by AFL Group

1. OVERVIEW

Thank you for choosing Paws Haven for your pets needs. We are committed to delivering your purchases safely and efficiently across Australia. This Shipping and Delivery Policy outlines our processes, timeframes, and your responsibilities as a customer.

Operator: AFL Group
ABN: 33 688 460 273
Contact: 1300 179 856
Email: info@pawshaven.com.au
Address: Sydney, New South Wales, Australia, 2000

2. DELIVERY COVERAGE

2.1 Domestic Shipping

We currently offer shipping services throughout Australia, including:

    • Metropolitan Areas: Sydney, Melbourne, Brisbane, Perth, Adelaide, Canberra, Hobart, Darwin

    • Regional Areas: All major regional centers

    • Remote Locations: Subject to courier availability and additional charges

2.2 International Shipping

At this time, Paws Haven does not offer international shipping. All orders must have an Australian delivery address.

3. SHIPPING COSTS

Our shipping fees are calculated based on order value, item size, weight, and delivery location.

There is a shipping calculator on the product page to get shipping cost to your area.

4. DELIVERY TIMEFRAMES

All timeframes commence from dispatch, not order placement. Additional information can be found on the product page.

4.1 Standard Shipping

Region Estimated Delivery
Sydney Metro 3-5 business days
Melbourne Metro 4-6 business days
Brisbane Metro 4-6 business days
Perth Metro 6-8 business days
Adelaide Metro 5-7 business days
Canberra Metro 3-5 business days
Hobart Metro 6-9 business days
Darwin Metro 7-10 business days
Regional NSW/VIC/QLD 5-10 business days
Regional WA/SA/TAS/NT 7-14 business days
Remote Areas 10-21 business days

    •  

4.2 Pre-Order Items

    • Estimated shipping dates provided at checkout

    • You will receive notification when item is in stock and ready to ship

5. ORDER PROCESSING

5.1 Processing Times

    • Orders placed before 2:00 PM AEST (Mon-Fri): Processed same business day

    • Orders placed after 2:00 PM AEST: Processed next business day

    • Weekend/Public Holiday orders: Processed next business day

5.2 Order Verification

We reserve the right to:

    • Verify order details before dispatch

    • Contact you for address clarification

    • Request additional verification for high-value orders

    • Split shipments for stock availability

5.3 Stock Availability

    • If an item becomes unavailable after order placement, we will:
        • Notify you within 2 business days

        • Offer suitable alternatives

        • Process a full refund for that item if preferred

6. TRACKING YOUR ORDER

6.1 Tracking Information

    • Dispatched orders receive tracking details via email within 24 hours

    • Order number and email address required for tracking

6.2 Tracking Updates

You will receive notifications for:

    • Order confirmation

    • Dispatch confirmation with tracking number

    • Out for delivery

    • Successful delivery

6.3 SMS Notifications

    • Available for eligible deliveries

    • Opt-in at checkout

    • Receive delivery day notification

7. DELIVERY REQUIREMENTS

7.1 Standard Deliveries

    • Signature Required: Orders over $500

    • Authority to Leave: Available for orders under $500 (select at checkout)

    • Safe Drop: Driver’s discretion based on safety and security

    • Delivery Location: Ground floor/building entrance (unless white glove service purchased)

7.2 Recipient Requirements

    • Someone aged 18+ must be available to receive the delivery

    • Valid identification may be required for high-value items

    • Delivery address must be accessible to courier vehicles

7.3 Proof of Delivery

    • Photographic evidence provided for contactless deliveries

    • Digital signature capture for attended deliveries

    • GPS location stamping

8. FAILED DELIVERY ATTEMPTS

8.1 First Attempt

If delivery fails:

    • Courier will leave a card with collection/re-delivery details

    • Email/SMS notification sent (if opted in)

    • Item held at local depot/post office

8.2 Collection from Depot

    • Items held for 7 business days

    • Collection requires:
        • Photo ID

        • Delivery card or tracking number

        • Depot hours: Typically Mon-Fri 9am-5pm, Sat 9am-12pm

8.3 Re-delivery

    • Request re-delivery through courier website or contact us

    • Re-delivery fee: $15 (charged to your original payment method)

    • Alternative delivery dates available

8.4 Return to Sender

    • After 7 business days, items returned to Paws Haven

    • Additional fees may apply:
        • Return freight: $25

        • Restocking fee: 15% of order value

    • Refund processed minus applicable fees

9. DELIVERY INSPECTIONS

9.1 Upon Delivery

You must:

    • Inspect packages for visible damage

    • Note any damage on delivery receipt

    • Photograph damaged packaging and contents immediately

    • Do not discard packaging until inspection complete

9.2 Damaged Goods

Report damage within 48 hours of delivery:

    • Include: Order number, photos of damage, description

    • We will arrange replacement or refund

9.3 Concealed Damage

    • Damage not visible on outer packaging

    • Report within 7 days of delivery

    • Assessment required before claim approval

10. UNDELIVERABLE ORDERS

10.1 Incorrect Address

If you provide an incorrect or incomplete address:

    • We are not responsible for non-delivery

    • Address changes after dispatch may incur fees ($15-$50)

    • Contact us immediately: 1300 179 856

10.2 Refused Deliveries

If you refuse delivery:

    • Return shipping costs apply

    • Restocking fee: 15% of order value

    • Refund processed within 7-10 business days minus fees

11. SPECIAL CIRCUMSTANCES

11.1 Public Holidays & Peak Periods

Deliveries may be delayed during:

    • Christmas/New Year period (mid-December to mid-January)

    • Easter break

    • Major sale events (Black Friday, Boxing Day, etc.)

    • Natural disasters or extreme weather events

Extended timeframes will be communicated via email and website banner.

11.2 COVID-19 Protocols

    • Contactless delivery preferred

    • Social distancing measures in place

    • Delays possible due to lockdowns or restrictions

11.3 Weather Delays

    • Severe weather may impact delivery schedules

    • Safety of drivers is priority

    • Alternative delivery dates arranged automatically

12. DELIVERY PARTNER INFORMATION

We work with trusted Australian courier partners:

    • Australia Post

    • StarTrack

    • TNT

    • Allied Express

    • Direct Freight Express

    • Specialized furniture freight companies

Specific courier allocated based on item type, size, and destination.

13. BUSINESS/COMMERCIAL DELIVERIES

13.1 Special Requirements

    • Deliveries to businesses may have different timeframes

    • Dock/loading bay access required for large items

    • Forklift availability may be necessary

    • Business hours delivery only (typically 9am-5pm Mon-Fri)

13.2 Notification

Please specify “Business Address” at checkout and provide:

    • Business name

    • Contact person and direct phone number

    • Delivery access hours

14. MULTI-ITEM ORDERS

14.1 Split Shipments

    • Items may ship from different warehouses

    • You may receive multiple deliveries

    • Each shipment tracked separately

    • No additional shipping charges for split shipments

14.2 Partial Delivery

    • If part of order unavailable, available items ship first

    • You’ll be notified of backorder status

    • Option to cancel backordered items for refund

15. GIFT DELIVERIES

15.1 Gift Options

    • Recipient address differs from billing address

    • Gift message available (add at checkout)

    • Price information excluded from package

    • Special gift wrapping (where available, additional fee applies)

15.2 Delivery Notifications

    • Choose to suppress delivery notifications to recipient

    • Tracking information sent to purchaser only

16. SHIPPING INSURANCE

16.1 Included Coverage

    • All orders automatically insured up to $1,500

    • Coverage includes loss or damage during transit

    • No additional cost

16.2 High-Value Orders

    • Orders over $1,500: Additional insurance recommended

    • Optional insurance available at checkout ($5 per $500 of value)

    • Covers full replacement value

17. FREIGHT CONSOLIDATION

17.1 Multiple Orders

If you place multiple orders:

    • Contact us within 2 hours to consolidate shipping

    • May reduce shipping costs

    • Must be to same delivery address

    • Subject to processing status

18. RETURNS & EXCHANGES SHIPPING

For information about returning or exchanging items, please refer to our Refund and Return Policy.

Return shipping is:

    • Customer’s responsibility for change of mind

    • Paws Haven’s responsibility for faulty/incorrect items

19. CUSTOMER RESPONSIBILITIES

You are responsible for:

    • Providing accurate, complete delivery information

    • Ensuring someone is available to receive delivery

    • Inspecting items upon delivery

    • Notifying us of issues within specified timeframes

    • Arranging suitable access for delivery vehicles

    • Following return procedures correctly

20. LIMITATION OF LIABILITY

20.1 Delivery Timeframes

    • Timeframes are estimates, not guarantees

    • We are not liable for delays beyond our control

    • Compensation limited to shipping costs paid

20.2 Carrier Performance

    • We select reputable carriers but are not liable for their actions

    • Claims for carrier negligence directed to appropriate party

    • We will assist in resolution where possible

20.3 Exclusions

We are not responsible for:

    • Delays due to incorrect information provided

    • Events beyond our control (natural disasters, strikes, etc.)

    • Failure to follow delivery instructions

    • Items damaged after successful delivery

21. MODIFICATIONS TO POLICY

AFL Group reserves the right to modify this Shipping and Delivery Policy at any time. Changes effective upon posting to website. Continued use of Paws Haven constitutes acceptance of modified terms.

Last revision: January 2026

22. CONTACT INFORMATION

Shipping Inquiries:

Paws Haven Customer Service
Powered by AFL Group
ABN: 33 688 460 273

📞 Phone: 1300 179 856
📧 Email: info@pawshaven.com.au
🏢 Address: Sydney, New South Wales, Australia, 2000

Operating Hours:
Monday – Friday: 9:00 AM – 6:00 PM AEST
Saturday: 10:00 AM – 4:00 PM AEST
Sunday & Public Holidays: Closed

Response Time:

    • Email inquiries: Within 24 business hours

    • Phone inquiries: Immediate during business hours

23. FREQUENTLY ASKED QUESTIONS

Q: Can I change my delivery address after ordering?
A: Contact us immediately on 1300 179 856. Changes possible if order not yet dispatched. Fees may apply for address changes after dispatch.

Q: Do you deliver to PO Boxes?
A: Small items only. Large/bulky items cannot be delivered to PO Boxes.

Q: Can I pick up my order?
A: Pickup options available for Sydney customers. Contact us to arrange.

Q: What if I’m not home for delivery?
A: Select “Authority to Leave” at checkout, or courier will leave collection card.

Q: Do delivery times include weekends?
A: Timeframes are business days (Monday-Friday), excluding public holidays.

Q: Can I expedite my order?
A: Select Express Shipping at checkout, or contact us to upgrade existing orders (additional fees apply).

This policy forms part of our Terms and Conditions and should be read in conjunction with our Privacy Policy, Warranty Policy, and Refund and Return Policy.

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