How long will it take to receive my order?

Typically, it takes 3-5 business days to receive your order. We’re doing our best to deliver it promptly for you.

How to track my order?

You can track your order on our Tracking Page. Simply enter your order number or tracking code.

I never got my order, what to do?

We're sorry for the delay! Shipping times can sometimes be affected by carrier delays, customs processing, or local delivery issues. We understand how frustrating this can be and want to help. Our customer support team will thoroughly investigate the issue. They'll get back to you within 1-2 business days with an update and the next steps.

What is your return policy?

Please check our return/refund/exchange policy here.

Can I exchange an item?

Yes, we accept exchanges within 14 days of delivery. The item must be unused and in original packaging. Please contact our support team (info@petsworthy.com.au) to arrange the exchange. Shipping costs may apply.

Shipping Policy

🚚 Shipping Policy

Shipping that wags its tail — fast, fair, and clearly explained. At Petsworthy, we believe affordable, transparent delivery should be part of the experience — not a surprise at checkout.

📦 Quick Shipping Summary

Shipping Tier	Regions	Free Shipping Threshold	Weight Limit	Under Threshold
Tier 1 Major Metro	V1 (Melbourne) N1 (Sydney) S1 (Adelaide)	$59	No limit	$9.90 flat rate
Tier 2 Extended Metro & Regional	Q1 (Brisbane) V2 (Other VIC) T1 (TAS) N2 (Other NSW) W1 (Perth)	$79	≤ 5kg	$9.90 flat rate Over 5kg: courier rates apply
Tier 3 Remote Areas	S2, Q2–Q4, W2–W3, NT1	No free shipping	–	Courier-calculated rates

📍 Not sure which tier you're in? Contact us or use Live Chat to confirm.

🏠 Why Shipping Rates Vary

Our warehouse is currently in Melbourne, which lets us offer the best rates to nearby metro areas. We’re already working on setting up warehouses in other states to improve delivery speed and reduce shipping costs nationwide.

Thanks for your patience — better shipping is coming soon! 🐾

📍 Delivery Areas & Postcodes (Tap to Expand)

Tier 1 – Free Shipping Over $59

Regions: Melbourne Metro (V1): 3000–3220, 3335–3341, 3425–3443, 3750–3811, 3910–3920, 3926–3944, 3972–3978, 3980–3983, 8000–8999 Sydney Metro (N1): 1000–2263, 2500–2530, 2555–2574, 2740–2786, 2890 Adelaide Metro (S1): 5000–5199, 5800–5999

Tier 2 – Free Shipping Over $79 (≤5kg)

Regions: Brisbane Metro (Q1), Other VIC (V2), Tasmania (T1), Other NSW (N2), Perth Metro (W1) Postcodes include: 2485–2486, 4000–4224, 4225, 4226–4299, 4500–4549, 2640–2641, 2648, 2715, 2717–2719, 2731–2739, 3221–3334, 3342–3424, 3444–3688, 3689–3749, 3812–3909, 3921–3925, 3945–3971, 3979, 3984–3999, 7000–7999, and more.

Tier 3 – Courier Rates Apply

Regions: Remote SA (S2), Remote QLD (Q2–Q4), Regional WA (W2–W3), Northern Territory (NT1) Postcodes include: 2880, 5200–5749, 4300–4449, 4550–4699, 4700–4899, 9597–9599, 9880–9999, 6215–6699, 6700–6799, 0800–0999

⚖️ Parcel Weight Limits (Tier 2 Only)

For Tier 2 customers, free shipping applies only when parcels weigh 5kg or less. Orders over 5kg are not eligible for free shipping — shipping will be calculated at checkout based on weight and destination.

This limit does not apply to Tier 1. Tier 3 always uses courier-based pricing.

🚛 Courier Services & Oversize Parcels

We primarily use Australia Post, and may partner with other trusted couriers like Aramex or Sendle for efficiency. If your parcel exceeds standard courier weight/volume, we’ll calculate shipping live at checkout using real-time courier rates.

⏳ Pre-Order Shipping

When your order contains pre-order items, you can choose from two shipping options:

1. Ship Together – FREE

All items (in-stock + pre-order) ship together once the pre-order items arrive.

✅ No extra shipping fee for pre-order products under this option.

2. Ship Separately

In-stock items ship now, pre-orders later.

Pre-order shipping is calculated separately
If the pre-order items meet the free shipping threshold in your region (e.g., $59 or $79), shipping is free
If not, a fee applies — see table above
Some remote areas are excluded from free shipping — see Tier 3

🕒 Pre-order delivery time:

Metro: up to 15 business days
Regional/Remote: 15–30 business days

🕒 Processing & Estimated Delivery

Processing time: 2–5 business days (up to 7–10 during sales or holidays)
Delivery time after dispatch:
- Metro: 2–5 business days
- Regional/Remote: 5–10 business days

📦 Tracking & Delivery Info

You’ll receive an email with tracking once your parcel ships
Most deliveries don’t require a signature
If no one’s home, the courier may:
- Leave your parcel in a safe spot
- Leave a card for pickup or redelivery