Shipping policy

Still Paws Delivers... for Free!

At Still Paws Co, we're proud to offer FREE shipping on every order, Australia-wide.

Order Processing Times

Please allow 1–3 business days for us to process and dispatch your order after it's placed. An order is considered dispatched once it has been handed to our shipping carrier and is on its way to your chosen address. During peak periods and holidays, processing may take up to 7 business days.

As soon as your order ships, we'll email you a tracking number so you can follow it all the way to your door.

Estimated Delivery Times

Estimated delivery times refer to the transit time after your order has been dispatched. Delivery times depend on several factors, the most important being your location.

Australia: 5-9 business days

During peak periods and holidays, carriers may experience delays in transit and tracking updates. This can occasionally extend delivery beyond the estimate above. Regional and remote areas may also take a little longer.

Order Changes and Accurate Shipping Details

Please make sure your shipping details are accurate and complete at checkout. Incomplete or incorrect details may delay your order or cause it to be cancelled.

If our system detects a possible issue with your address, our support team will email you to confirm your details. If we don't hear back within 3 business days of your order being placed, we may need to cancel the order and refund you in full.

If you spot an error in your shipping details, please email us at support@stillpawsco.com within 24 hours of placing your order. We'll do our best to update it, but we can't guarantee changes after this time, as your order may already be on its way.

Delayed Delivery

We know getting your order on time matters, and we work hard to dispatch every order as quickly as possible. Occasionally, delays can happen for reasons outside our control, such as severe weather, transport disruptions or high courier volumes. When that happens, we'll work with the courier to get your package to you as soon as possible.

There may also be times when something delays the processing of your order, such as stock availability, address verification or payment issues. If this happens, we'll let you know as soon as possible.

While we can't guarantee an exact delivery date, we'll always keep you updated on your order and help in any way we can.

Lost or Stolen Packages

If your tracking hasn't updated for an unusually long time, or your package hasn't arrived within the estimated timeframe, please contact us at support@stillpawsco.com with your order number. We'll investigate with the courier for you.

If your package is confirmed lost in transit, we'll send a replacement or issue a refund at no extra cost to you.

If tracking shows your package was delivered but you can't find it, please check around your property, with neighbours and with your local post office or parcel locker first. If it still can't be found, contact us and we'll work with the courier to investigate. In some cases, the courier may ask you to provide further information or a police report for stolen parcels.

Your Rights Under Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

Changes To This Policy

We may update this Shipping Policy from time to time. The version published on our website at the time of your purchase applies to your order.

Contact Us

If you have any questions about shipping, please email us at support@stillpawsco.com. We're always happy to help.