Shipping policy

Free standard shipping on every order, Australia wide.

We ship to Australia only. We do not currently deliver to any other country. Orders with an overseas delivery address will be cancelled and refunded in full.

Last updated: 28 July 2026

Shipping cost

Shipping is free on all orders, with no minimum spend and no exclusions. There are no surcharges for bulky items and no separate express tier. The price you see at checkout is the price you pay.

Where your order ships from

We work with an international fulfilment partner. Depending on the item, your order ships either from a local Australian warehouse or directly from an overseas warehouse, primarily in China.

We say this plainly because it affects how long delivery takes, and we would rather you knew before you ordered than wondered afterwards.

Delivery timeframe

Most orders arrive within 5 to 15 business days of being placed. This estimate includes the 1 to 3 business days we take to process and dispatch your order.

Two situations sit outside that window:

Remote and regional Australia. Add roughly a week, particularly for WA, NT and far north Queensland.
Customs and peak periods. International shipments occasionally hold at the border, and volumes around major sale events slow everything down. We will email you if your order is affected.

These are estimates based on carrier performance, not guarantees. Your rights if delivery takes an unreasonable time are set out below.

Split deliveries

If your order contains items held at different warehouses, they ship separately and arrive on different days, each with its own tracking number. Nothing has gone wrong if one parcel turns up well before another. You are never charged more for this.

GST and customs

Norr Pet Co. is registered for GST. All prices shown include GST, and your tax invoice is issued with your order confirmation.

You will not be asked to pay anything further on delivery. We handle GST on imported goods at the point of sale, so there is no border charge for you to settle.

If a carrier or customs agent ever contacts you demanding payment to release one of our parcels, do not pay it. Contact us first at ehylamdotp@gmail.com.

Tracking

Tracking is provided on every order and emailed at dispatch. Two things are normal on overseas shipments and are not signs of a problem:

Tracking can take 3 to 5 business days to show its first scan.
Tracking often goes quiet for a week or more while a parcel moves between countries, then updates again on arrival in Australia.

If tracking has not updated for 10 business days, contact us and we will investigate.

Delivery addresses

We deliver Australia wide, including PO Boxes and Parcel Lockers.

Please check your address carefully at checkout, and contact us immediately at ehylamdotp@gmail.com if it is wrong. We can usually correct an address before dispatch but not after, and an international shipment cannot be recalled once it has left the warehouse.

Delivery attempts

If nobody is available and the parcel cannot be left safely, the carrier will leave a card and hold it at a collection point, usually for 10 business days. Uncollected parcels are returned to the sender. Where an order comes back to us uncollected, we will refund the goods, or re-send at your cost.

If you give the carrier an authority to leave, the parcel is at your risk once left as instructed.

If your order is late, lost or damaged

This is ours to fix. Risk stays with us until the goods are delivered to you. You do not need to contact the carrier or our fulfilment partner yourself. Contact us and we will handle it.

Late: get in touch if your order has not arrived within 20 business days.
Lost: if a parcel is confirmed lost, you choose a replacement or a full refund.
Damaged: photograph the packaging and the item and contact us within 7 days of delivery. Keep the packaging until the matter is resolved.

Your rights on delivery times

Under the Australian Consumer Law, goods must be delivered within the timeframe agreed, or where none was agreed, within a reasonable time. If we fail to deliver within a reasonable time, that may be a major failure, and you may cancel the order and obtain a refund.

Delays caused by customs, extreme weather, natural disasters or industrial action are outside our control, and we will keep you informed when they happen. They do not remove your right to cancel and be refunded if delivery is not made within a reasonable time.

Changing or cancelling an order

Contact us as soon as possible at ehylamdotp@gmail.com. We can usually change or cancel an order before it is picked. Once dispatched, it becomes a return under our Refund Policy.