We have a diverse range of products available here at Kellyville Pets, from tiny puppy collars to 300L glass aquariums, luscious plush beds to frozen pet foods. Therefore we need to utilise a range of shipping options and couriers to ensure your order makes it to you as quickly and as safely as possible. We also want to be able to offer competitive shipping rates whenever we can.
For these reasons, you may find a number of shipping options at the checkout, or no shipping options at all. Check out the FAQs below to answer any queries about our shipping!
FREQUENTLY ASKED QUESTIONS
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 $49 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.
Same-Day refers to a postage option for which orders will be delivered the same day they are dispatched from our warehouse. Orders placed before 10am Monday-Friday will be dispatched the day the order is placed. Any order placed after 10am, or on weekends, will be dispatched the next business day. Same-Day Delivery is only available for certain orders within 40km of our store and must be selected for carts containing refrigerated or frozen foods. Most of these deliveries are sent with a third party courier which collects from our store and delivers the order direct to you.
In some cases, you will be able to complete checkout without selecting any shipping option at all. This may occur if your cart only contains items that are not physical products, such as our Masterclasses and digital gift cards or items that are available for pick up in store only.
This may also occur if your cart only contains items such as tanks, vivariums and/or cabinets. To ensure we can quote the best available price for the shipping of these items, shipping charges are not calculated at checkout and are instead quoted on a case by case basis. To organise a quote prior to placing your order, please fill out the form on the product page, call our team on (02) 8834 0334 or email us at email@example.com.
If you place an order for a tank or cabinet direct through our website, a member of our team will contact you with a shipping quote.
To ensure we can quote the best possible shipping price for bulky products, a member of our team manually calculates these quotes on a case-by-case basis. If there are any other items in your cart, such as pet food or accessories, shipping for these items will be charged at checkout.
If you proceed with the shipping quote for your bulky item, the shipping charges already paid may be taken into account if they can be sent together.
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.
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 glass tanks and enclosures are packed onto a pallet for dispatch to ensure they have the best chance of arriving to you without any breakages. Our pallets are usually booked with transit companies such as BHF, Northline or Allied Express.
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.