Shipping policy
General information
At PetPA, we use preferred shipping carrier Australia Post for all of our retail orders and most of our pharmacy orders. Australia Post is one of the most reliable services to deliver anywhere in the country and, like us, they are focused on providing the best service to their customers. Cold chain pharmacy orders are sent via Startrack.
Shipping costs
We offer free standard shipping on most orders. Free shipping is not available for express post.
The order must meet the following criteria to qualify for free shipping:
- Subtotal of $49 or more
- Total weight of 15kg or less
- Does not include any pharmacy medication that requires a prescription
Orders than meet this criterion – retail orders over $49 and under 15kg – qualify for free standard shipping. Alternatively, these orders can be upgraded to express shipping for a flat rate of $13.95.
For retail orders under $49, a flat fee of $6.95 applies for standard shipping, or $13.95 for express shipping.
For retail orders over 15kg, both standard and express postage charges will be calculated at checkout.
All prescription medications are delivered via express post services. For standard medications the delivery fee is $9.99, and for cold chain medications the delivery fee is $19.95.
Prescription medications
Pharmacy orders will be dispatched within 1-3 business days. All pharmacy orders are shipped via express post, which means once it leaves our pharmacy it will arrive quicker than standard Australia Post postage.
Refrigerated items (cold chain medications) are sent in insulated packaging via Startrack with ice gel packs. Refrigerated items are dispatched on Monday and Tuesday only to ensure they reach their destination whilst still cold. We strongly recommend only sending refrigerated items to postcodes within the Australia Post express post next business day network.
Please be aware that we cannot dispense S4D medications off a digital version of a prescription. We require the hardcopy of the prescription to arrive at our location before we can dispense.
Order pick ups
You can opt to pick up your order instead of getting it shipped to you.
For retail orders, the pickup address is: 15 Ern Harley Drive, Burleigh Heads QLD, 4220. Pickup is available between 8am and 3pm, Monday - Friday.
For pharmacy orders, the pickup address is: 12/133 Wharf Street, Tweed Heads NSW, 2485. Pikcup is available between 10am and 2pm, Monday - Friday.
We cannot accept walk ins, so please place your order via our online store and await your order collection email before heading to the location.
Delivery times
We aim to pack and send your order as quickly as possible. We currently operate on weekdays only, so deliveries are not available on weekends or public holidays. Once your order leaves our warehouse, delivery times vary depending on your location and distance from us.
Occasionally, delays may occur with our shipping partner or due to public holidays. As a general guide, you can usually expect the below.
Standard Shipping (Australia Post Parcel Post)
- QLD, NSW, VIC metro: 2-5 business days
- SA, TAS, WA & regional areas: 4-10 business days
Express Shipping (Australia Post Express Post)
- QLD, NSW, VIC metro: 1-3 business days
- SA, TAS, WA & regional areas: 2-6 business days
Please note that these are estimates only. We recommend downloading the Aus Post app so you can receive live updates on your orders delivery status.
Please note that stock availability may sometimes affect dispatch times. If this happens, we’ll always do our best to keep you informed.
FAQs
Do you post to Parcel Lockers or PO Boxes?
Yes, we post to Parcel Lockers and PO Boxes through Australia Post. Fill out your Parcel Locker or PO Box number as usual at the checkout screen.
When will my order be delivered?
As with most delivery services, there will not be a standard or set time of the day that goods are delivered. Your order will be delivered on weekdays only (Monday to Friday) and generally only during business hours (8am-6pm).
During your checkout process, there will be special delivery instructions comment box if you have any special requests. Please note that not all requests will be able to be met, however, we will attempt to ensure we provide the best service we can.
If you note in the delivery instructions comment box that the order can be left at your delivery address unattended, then we will arrange this. Otherwise, if you are not home when the order arrives, the delivery service will typically leave a note that contains the details needed to contact them to arrange a suitable re-delivery date.
Where do you ship from?
All retail orders are sent from our warehouse in Gold Coast, Queensland. Our Pharmacy operates out of Tweed Heads, New South Wales.
What are the delivery time frames?
For an update on estimated parcel delivery times with Australia Post, please visit the Australia Post website. Select the dropdown option for your state, for example "From New South Wales" if you're located in Sydney, noting the delivery time "From Queensland" (our local Australia Post distribution centre is on the Gold Coast in Queensland).
I haven’t received my package and it’s been a while, what do I do?
1) Check your shipping confirmation email to find your order's tracking number.
2) Go to the Australia Post website and enter your tracking number.
3) If you notice anything strange in the tracking information, or if you cannot find your shipping confirmation, you can contact us at info@yourpetpa.com.au or 1300 473 872.
Do you ship internationally?
No, we do not ship internationally.