FAQ

Shipping & Delivery

By ordering an item from this website, you agree to our Shipping, Delivery and warranty policy, as well as our terms and conditions.

Estimated Delivery Times

Delivery estimates can vary greatly depending on the size and weight of the order, the origin of the order, the recipient's location, season, and other potential issues such as floods, fires and courier delays during peak periods. To maximize the chances of timely delivery, it is recommended to allow extra time. Generally, it takes 2-5 days to dispatch an order, and typical delivery timeframes can be estimated accordingly.

• Victoria - 5 - 7 working days
• NSW, SA, ACT - 6 - 10 working days
• QLD, NT, WA, TAS - 7 - 12 working days

We cannot promise any shipments to be shipped on particular dates, time frames, or moments as our delivery partners cannot guarantee this either.

Fees

Occasionally, outside of standard charges, carriers can add supplementary transportation costs based on multiple aspects, such as size, weight, and destination. In the majority of cases, Direct To Pet has the capacity to cover these expenses; however, in some instances our team might have to reach out to you to establish an alternate plan when these costs cannot be paid by us.

Shipping & Tracking

Dispatch generally takes two to three working days from the moment of order. Subsequently, we will send you tracking details from our delivery partner. Note that it may take up to two business days for their online tracking information to become visible.

Unsuccessful Deliveries 

A re-delivery fee may be charged if delivery of the item is unsuccessful due to incorrect or inaccurate address entry, failure to retrieve the parcel within the tolerated timeframe, or the Receiver's denial of the package. In cases of large items, it is advisable not to provide a PO Box number, as we may not be able to deliver due to size and weight limitations. If so, we may contact you for an alternate address, for which you are responsible to supply.

Warranty

This website provides items with a 12-month warranty, except for electronic items, which feature a 3-month warranty. If uncertain about the warranty status of items, contact us prior to ordering. Warranty does not cover faults and damages caused by improper use or those sustained during assembly or delivery.