Last updated: 16 – 02 – 2026
Thank you for shopping at MatesPetShop. Please review our Shipping Policy carefully before placing your order.
1. Order Processing Time
Orders are processed within 1–3 business days (Monday to Friday, excluding public holidays).
Once your order has been processed, you will receive a confirmation email.
Orders cannot be modified or cancelled after processing.
2. Shipping Time
Estimated delivery time to Australia is:
8–18 business days
Delivery times are estimates only and may vary due to:
High order volumes
Supplier handling times
Customs processing
Carrier delays
We are not responsible for delays outside our control.
3. Shipping Costs
Shipping costs are calculated at checkout unless otherwise stated (e.g., free shipping promotions).
Shipping fees are non-refundable unless the item is faulty or incorrect.
4. Tracking Information
Once your order has been shipped, tracking details will be provided via email when available.
Please allow several days for tracking updates to appear in the carrier system.
5. Incorrect Address
Customers are responsible for providing accurate shipping details.
We are not liable for orders delivered to an incorrect address provided by the customer.
If an order is returned due to incorrect address details, additional shipping fees may apply.
6. Lost or Delayed Packages
If your order has not arrived within 25 business days, please contact us.
We will investigate with the shipping carrier.
Refunds or replacements will only be issued once the package is confirmed lost.