Free Shipping Conditions

We offer free shipping to many metro areas across Australia. To check if your delivery address is eligible and for all the terms and conditions, head to our Free Shipping page.

Please note, some items are excluded from Free Shipping, including tanks, cabinets, cat scratchers, fresh & frozen food, bulky or fragile items or items longer than 1 metre in length once packaged.

Our aim is to process orders as quickly as possible and most orders will leave our warehouse within 2 business days. Some circumstances however may delay the dispatch of your order, such as:

• Live plants or feeder insects being present in the order, in which case your parcel will only be dispatched on a Monday, Tuesday or Wednesday (excluding Public Holidays)
• An item being out of stock
• Insufficient available drivers delaying the collection of your parcel
• Further shipping charges being required

Once your order leaves us, you will receive a shipping confirmation email that contains a tracking link.

When you get to the checkout, shipping rates are generated based on your delivery location and the particular items in your cart. You may see that there are a number of shipping rates for you to choose from. These rates are either automated through our courier apps, or are flat-rates offered by us. 

If you select Parcel Post, your order will be dispatched with standard Australia Post services or an alternate courier.

If you select Express Post, your order will be dispatched with Australia Post's Express service, or selected express couriers. These parcels may be expected to arrive within 3 business days of leaving us, however they may be subject to transit delays. 

We offer flat-rate shipping for some regions across Australia which will show as another shipping option at checkout. If you select this option, your parcel will be sent with the same service as Parcel Post. For very small items, Parcel Post may be cheaper so we recommend selecting this option. For larger items however, our flat-rate shipping may offer a discount. 

Certain orders placed for delivery within Sydney may be eligible for Free Shipping. This includes orders over $99 and with a weight (mass or cubic weight) less than 22kg. Outside of Sydney, some orders over $129 and with a weight less than 10kg may be eligible for Free Shipping. Some items are excluded from Free Shipping, including tanks, cabinets, cat scratchers, fresh food or frozen food, bulky or fragile items or items longer than 1 metre in length once packaged.

Kellyville Pets now offers Tonight delivery throughout Sydney metro via StarTrack's OnDemand courier network for just $16.99. Orders placed before 12pm Monday to Friday are eligible for delivery the same night between 6pm and 9pm. So instead of racing to the pet store after work, you can head straight home, relax and wait for your parcel to arrive. 

Same-day delivery is not available on weekends or public holidays. Orders placed on these days will be withheld until the next business day. For a full list of conditions and exclusions, clickhere. 

All of our orders are shipped from our independent store located in Western Sydney. 

As our couriers calculate their rates based on distance and size, interstate orders or those containing large or heavy items may incur a costly shipping charge. Please note that shipping fees usually take into account the cubic weight of a parcel, which is an estimated weight calculated from the size of the parcel. Therefore a large bed, although relatively light, may have a large cubic weight and be costly to ship. 

We are able to deliver tanks and other large items to certain Sydney suburbs. For more information, head to our Local Delivery page.

Our primary courier is Australia Post, which we use for all standard parcels that are permitted within their conditions. Items that are too large or heavy to be sent with Australia Post are sent with an alternate courier such as Star Track, Allied Express or Direct Couriers.

Our Sydney metro delivery of tanks and enclosures is operated by the team here at Kellyville Pets.

The Australia Post app can be used to track and manage any parcels sent with their service, including the redirection of your deliveries. 

Shop brings together all your shipping information from various online stores and is compatible with Australia Post, and other courier tracking links. 

In some situations, part of your order may be out of stock. If this is the case, a member of our team will contact you as soon as possible. 

Your order may also be sent in multiple parcels if there are numerous heavy items. If your order is sent with Australia Post, you can monitor the progress of each parcel through their tracking link. Look out for the drop-down that shows "Item 1 of 2".

Standard parcels that can be sent via Australia Post can be directed to PO Boxes or Parcel Lockers.

Our default policy is that we give Authority to Leave on parcels to avoid the inconvenience of our customers needing to take a trip to the Post Office (we know what it feels like to be excited for a delivery, only to find a card in the letterbox)! If you would like a signature to be required upon delivery, please advise of this in the checkout notes. Otherwise, all parcels will be given Authority to Leave, at the discretion of our dispatch team.

Alternatively, instructions can be left in the checkout notes advising on where the parcel can be left and these notes will be printed on the shipping label. 

Please note: If Signature on Delivery is not requested, we will not take any responsibility for orders that are stolen from their delivery location.

As we cannot guarantee their health and well-being during transit, we do not freight any of our pets and instead require them to be collected in person. This also gives us an opportunity to meet their new family and discuss the required care and housing of their pet.

We are able to send most of our range Australia-Wide. Some of our larger or more fragile items however, are limited to NSW only. 

Unfortunately we currently only ship within Australia.

A number of factors can lead to inaccuracies in our stock levels and unfortunately this can result in us overselling a product. A common cause for this is if an in-store customer already has the last of an item in their basket at the time you add it to your online cart. If this occurs, we will do our best to contact you as soon as possible to arrange an exchange, refund or backorder. 

Australia
5 – 7 business days

Same Day Delivery Times   Mon–Fri, Selected Australian Postcodes

Order Time Estimated Delivery Time

Before 12pm Midday (local time)By 5pm (local time)After 12pm Midday (local time)By 5pm next business day (local time)

You will be notified via email once your order has been dispatched, and this email will include all tracking details relating to your order. Changes to your order's delivery status will be indicated via your tracking number on the courier website. All orders are delivered via registered courier and will require a signature, unless you provide Authority To Leave during checkout. Authority To Leave is optional for Standard deliveries but a requirement for Same Day deliveries. Orders with Same Day delivery cannot be sent to PO Box addresses.

If your address is unattended at the time of delivery

Standard Delivery If you have not provided Authority To Leave, your parcel will be transferred to the nearest post office for collection within 7 business days before being returned to sender.

Same Day Delivery Authority To Leave is a requirement for Same Day delivery, however if it is determined that it is not safe to leave the goods or delivery is unable to be effected for any other reason, your parcel will be returned to us and Customer Service will contact you regarding your order.

While we endeavour to deliver goods to your nominated address within the time frames indicated, we cannot guarantee delivery times particularly during busy promotional and sale periods where some order dispatches may be delayed due to the additional volume. Dispatch of orders may also be delayed where payment or address information requires verification or correction prior to dispatch.

If there is an issue fulfilling your Same Day delivery order, you will be contacted via phone. If we are unable to reach you to resolve your order, we reserve the right to convert your order to Standard delivery with Authority To Leave. In this case, the Same Day delivery freight charge will be refunded to you.