Shipping policy

SHIPPING POLICY

Last updated: April 1, 2026

At Pawserved we are committed to getting your order to you as quickly and safely as possible. Please read our Shipping Policy carefully so you know exactly what to expect after placing your order.

1. Order Processing

All orders placed through the Pawserved store are processed within 2 to 5 business days of payment confirmation. Business days are Monday through Friday, excluding Australian public holidays. Please note that orders placed on weekends or public holidays will begin processing on the next available business day.

You will receive an order confirmation email as soon as your purchase is complete, followed by a shipping confirmation email containing your tracking details once your order has been dispatched. Please ensure your email address is entered correctly at checkout so you receive these communications without issue.

During peak periods such as sale events, holidays or promotional campaigns, processing times may be slightly longer than usual. We appreciate your patience during these times and will always do our best to keep delays to a minimum.

2. Shipping Destinations

Pawserved currently ships to customers across Australia and select international destinations. If you are unsure whether we ship to your location, please contact us at pawserved@outlook.com before placing your order and we will confirm availability for you.

3. Shipping Timeframes

Estimated delivery timeframes vary depending on your location and the shipping method selected at checkout. Please note that these are estimates only and cannot be guaranteed. Delivery times begin from the date your order is dispatched, not the date your order is placed.

For domestic orders within Australia, estimated delivery is generally between 3 and 10 business days depending on your location. For international orders, estimated delivery is generally between 7 and 21 business days depending on the destination country. Remote or rural areas may experience longer delivery times than metropolitan areas.

Please be aware that international shipments may be subject to customs processing in the destination country, which can add additional time to your delivery. Pawserved has no control over customs clearance timelines and cannot be held responsible for delays caused by customs.

4. Shipping Costs

Shipping costs are calculated at checkout based on your delivery address and the shipping method selected. Any applicable shipping fees will be clearly displayed before you complete your purchase so there are no surprises.

From time to time Pawserved may offer free shipping promotions. Any such promotions will be clearly communicated on our website and will be subject to their own specific terms and conditions.

5. Order Tracking

Once your order has been dispatched you will receive a shipping confirmation email containing your tracking number and a link to track your parcel. We recommend checking your tracking information regularly for updates on your delivery status.

If you have not received your tracking information within 5 business days of placing your order, please check your spam or junk folder first. If you still cannot locate it, contact us at pawserved@outlook.com and we will look into it for you straight away.

6. Customs, Duties & Taxes

For international orders, your shipment may be subject to customs duties, taxes or import fees imposed by the destination country. These charges are the sole responsibility of the customer and are not included in the price of your order or the shipping fee paid at checkout.

Pawserved has no control over customs fees and cannot predict what charges may apply. We recommend checking with your local customs authority before placing an international order if you have concerns about potential import charges. Refusal to pay customs duties or taxes that result in a parcel being returned to us will be treated in accordance with our Return and Refund Policy.

7. Incorrect Shipping Address

It is the customer's responsibility to ensure that the shipping address provided at checkout is accurate and complete. Pawserved is not responsible for orders that are delayed, lost or undeliverable due to an incorrect or incomplete address being provided.

If you realise you have entered an incorrect address, please contact us immediately at pawserved@outlook.com. We will do our best to update your address if your order has not yet been dispatched, however we cannot guarantee changes can be made once an order has entered the fulfilment process.

8. Lost or Damaged Parcels

Pawserved takes great care in ensuring your order is packaged securely before dispatch. However in the rare event that your parcel arrives damaged or does not arrive at all, please contact us at pawserved@outlook.com with your order number and, where applicable, photographs of the damage.

For lost parcels, we ask that you first check your tracking information and allow a reasonable amount of time beyond the estimated delivery window before contacting us, as parcels can sometimes be delayed in transit. If your parcel is confirmed lost by the carrier, we will work with you to arrange a replacement or refund in accordance with our Return and Refund Policy.

9. Delays Outside Our Control

Pawserved will always do everything within our power to ensure your order arrives on time. However there are circumstances beyond our control that may cause delays, including but not limited to severe weather events, natural disasters, strikes or industrial action, carrier delays, customs processing and public holidays. In these situations Pawserved cannot be held liable for late deliveries and we appreciate your understanding and patience.

10. Contact Us

If you have any questions about your order, your shipment, or our Shipping Policy in general, please do not hesitate to get in touch with our team at pawserved@outlook.com. We aim to respond to all enquiries within 2 business days and will do everything we can to help.