Shipping & Delivery Policy

Shipping Overview

At Pets Heaven, we're committed to delivering your premium orthopedic pet beds safely and promptly to your door. We offer Australia-wide shipping with both standard and express delivery options to suit your needs.

Australia-Wide Shipping Coverage

We deliver to all states and territories across Australia, including:

Please note: Delivery times to remote and rural areas may be longer than standard timeframes. We will notify you if your location requires additional delivery time.

Shipping Options & Costs

Order Processing Times

All orders are carefully packed and dispatched from our Australian warehouse. Processing times are as follows:

• Standard orders: 1–2 business days
• Express orders: Same business day if ordered before 12:00 PM AEST, otherwise next business day
• Custom or personalised orders: 3–5 business days (plus delivery time)

Business days: Monday to Friday, excluding public holidays. Orders placed on weekends or public holidays will be processed on the next business day.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email with:

• Your tracking number
• A link to track your parcel in real-time
• Estimated delivery date

You can track your order at any time by visiting the courier's website and entering your tracking number. If you have any questions about your delivery, please contact us at support@petsheaven.com.au.

Estimated Delivery Timeframes by State

The following are estimated delivery times from dispatch (not including processing time):

Remote & Rural Area Deliveries

We deliver to remote and rural areas across Australia, but please note:

• Delivery times may be extended by 2–5 business days
• Some remote locations may incur additional shipping surcharges (we will contact you before dispatch if this applies)
• Express shipping may not be available in all remote areas

If you're unsure whether your location is considered remote, please contact us at support@petsheaven.com.au before placing your order.

PO Box & Parcel Locker Delivery

We can deliver to PO Boxes and Parcel Lockers via Australia Post. Please note:

• Only Standard Shipping is available for PO Box and Parcel Locker addresses
• Express Shipping is not available for these delivery types
• Delivery times may be slightly longer (add 1–2 business days to standard timeframes)

Lost or Damaged Parcels

We take great care in packaging your order to ensure it arrives safely. However, if your parcel is lost or damaged during transit:

Lost Parcels:

If your tracking information shows your parcel has not moved for more than 5 business days, or if it has been marked as delivered but you have not received it:

1. Check with neighbours, building reception, or safe drop locations
2. Contact us at support@petsheaven.com.au with your order number
3. We will lodge an investigation with the courier
4. If the parcel cannot be located within 10 business days, we will send a replacement or issue a full refund

Damaged Parcels:

If your parcel arrives damaged:

1. Take photos of the damaged packaging and product
2. Contact us within 48 hours at support@petsheaven.com.au
3. Provide your order number and photos
4. We will arrange a replacement or full refund at no cost to you

International Shipping

At this time, Pets Heaven only ships within Australia. We do not offer international shipping. We apologise for any inconvenience and hope to expand our shipping options in the future.