Everything you need to know about getting your order.

Spend over $99 for free standard delivery within Sydney Metro and Greater Sydney, on orders under 22kg. Outside Sydney, free shipping applies to eligible metro postcodes on orders over $129 and under 10kg. Check the table for your region.

We use whichever is greater - the actual weight of your order or its cubic weight. Lightweight but bulky items such as cat trees, pet beds and large litter boxes can exceed the limit on cubic weight alone, even when they feel light.

Free shipping is not available on enclosures, cabinets, stands, cat scratchers, perishable items (including fresh and frozen food), bulky or fragile items, or items longer than one metre in length once packaged.

The threshold is based on your cart total after any discounts have been applied, and excludes shipping charges and gift card purchases.

If your postcode doesn't appear in the table above, standard shipping rates will be calculated at checkout.

The most common reasons are that the order sits under the spend threshold, exceeds the weight limit (actual or cubic), includes an excluded product, or is going to a postcode outside the free shipping regions. Removing or splitting an excluded item will often bring the free option back.

If you're still unsure why your order did not qualify for free shipping, give our online team a call on 02 8834 0334 and we'll investigate it for you.

Most orders leave our warehouse within 1–2 business days. Some circumstances may delay dispatch, such as:

• Live plants or feeder insects in the order — these are only dispatched Monday, Tuesday or Wednesday (excluding public holidays) so parcels don't sit in transit over the weekend
• An item being out of stock
• Insufficient available drivers delaying collection of your parcel
• Further shipping charges being required

Once your order leaves us you'll receive a shipping confirmation email containing a tracking link.

Estimated timeframes after dispatch:

• Sydney Metro: 1–3 business days
• NSW and major cities: 2–4 business days
• Interstate metro areas: 3–5 business days
• Regional and rural areas: 5–10 business days

Delivery times can vary during peak periods, public holidays and major sale events.

Yes. You can choose In Store Pickup at checkout and pick up your order directly from our store.

Once your order is ready, you’ll receive a notification confirming it is available for collection.

Head in-store to our front counter with your order number and name, and we will retrieve your order for you!

Shipping rates are generated at checkout based on your delivery location and the particular items in your cart. Rates start from $7.99. You may see several options — Parcel Post, Express Post, flat-rate shipping, same day delivery or click & collect — depending on your order.

Certain Sydney orders over $99 and under 22kg (mass or cubic weight) qualify for free shipping. Outside Sydney, some orders over $129 and under 10kg qualify. Exclusions apply.

All of our orders are shipped from our independent store in Western Sydney, and couriers calculate rates based on distance and size. Pricing is often based on cubic weight rather than actual weight, so lightweight but bulky items — cat trees, pet beds, large enclosures, oversized bags — can cost more to ship. Fragile, refrigerated and frozen products and long-distance interstate deliveries also cost more.

Yes. Aquariums, cabinets, reptile enclosures and oversized cat furniture require special handling, so they may incur higher delivery costs, be available for Sydney delivery only, or require store pickup. Where an item has special freight requirements this will usually appear at checkout or on the product page. See the Sydney bulky delivery section zones and prices.

Once your order has been dispatched you'll receive an email with tracking details. You can track your parcel with Australia Post tracking, the Shop App, or your courier's tracking portal. The Australia Post app can also be used to manage and redirect deliveries.

Download Australia Post on Android.
Download Australia Post fon Apple.

Some orders ship in multiple parcels, especially when they include heavy, bulky or fragile products. Items may also be dispatched separately if one product is delayed or needs a different courier service. Your tracking may show multiple consignments, such as Parcel 1 of 2.

Yes, if your order is being sent via Australia Post it can usually be delivered to a PO Box or Parcel Locker. Courier-only items and same-day shipping require a physical residential or business address.

Our default setting is usually Authority to Leave, which means the parcel may be left in a safe place if the courier considers it safe to do so. If you would prefer Signature on Delivery, please leave a note at checkout.

No. For the health and wellbeing of the animals, we do not freight live pets.

All pets must be collected in person from our store, where our team can also help with advice on care, housing and setup.

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.

We ship from our store in North West Sydney, Australia.

It’s where it all began with over an acre to explore and pet friendly. Come visit us at Australia’s most iconic pet destination at:  1-15 Millcroft Way, Beaumont Hills NSW 2155

No. At this time, we only ship within Australia.