Shipping
How long does delivery take?
It depends on where the item ships from, which is shown on every product page. Orders are dispatched within 1–2 business days. Items from our Australian warehouses then usually take 2–5 business days to metro areas and 4–8 business days to regional areas. Items from our overseas warehouse usually take 7–15 business days.
How much is shipping?
Standard shipping is $9.95 anywhere in Australia, and free on orders of $79 or more.
Do you ship outside Australia?
Not at the moment. We only deliver to Australian addresses.
How do I track my order?
When your order ships we email you the tracking details. If your order has more than one item, they may arrive in separate parcels.
Do you deliver to remote areas?
Most of Australia, yes. A small number of remote postcodes can't be reached for some items. If that affects your order, we'll contact you before dispatch and either arrange delivery with you or give you a full refund.
What if I entered the wrong address?
Please check your address carefully at checkout. If you spot a mistake, email us straight away with your order number. We can change the address before your order is dispatched, but not after. See our Shipping Policy for details.
Returns and refunds
Can I return something if I change my mind?
Yes, for items that ship from our Australian warehouses. You can return them within 30 days of delivery if they're unused, clean and in their original packaging. Hygiene items that have been opened or used by a pet (such as grooming tools, bowls, fountain filters, bedding and toys) can't be returned for change of mind. Return postage is paid by you and the original shipping cost isn't refunded. Please email us before sending anything back.
Items that ship from our overseas warehouse can't be returned for change of mind.
What if my item is faulty, damaged or not what I ordered?
Email us as soon as you can with your order number and a photo of the problem. We'll offer a refund, replacement or repair, and we cover return postage for faulty, damaged or incorrect items. This applies to every item, wherever it ships from, and doesn't limit your rights under the Australian Consumer Law.
How long do refunds take?
Once your return is received and checked, we process the refund within 5 business days. Your bank may take a few more days to show it. Full details are in our Refund Policy.
Orders and payment
Is it safe to pay on your site?
Yes. Payments are processed securely through Shopify and its payment partners, and we never store your full card details.
Are prices in Australian dollars?
Yes, all prices are in Australian dollars (AUD) and include GST.
Still have a question?
Email contact@pawharbour.com.au. We usually reply within one business day.