Shipping policy

In short

Australia only · Dispatch within 1–2 business days · Metro 1–5, regional 5–10, remote 10–15 business days after dispatch · Shipping calculated at checkout, with free shipping available over certain order values · Same-day delivery available in Sydney Metro · Free Click & Collect in store · Live pets are pickup only · Damaged or missing parcel? Tell us within 7 days.

On this page

Delivery within Australia · Shipping costs · Free shipping · Same-day delivery · Click & Collect · Product restrictions · Order tracking · Damaged or lost parcels · Contact us

We currently ship to addresses within Australia only. We do not offer international shipping at this time.

Orders are processed and dispatched within 1–2 business days of payment being received. You'll get a shipping confirmation email with tracking details once your order leaves us.

Estimated delivery after dispatch

Metro areas: 1–5 business days

Regional areas: 5–10 business days

Remote areas: 10–15 business days

Delivery times are estimates only and may be affected by carrier delays, public holidays or peak periods.

Shipping is calculated at checkout based on the weight, dimensions and destination of your order. You'll see the exact shipping cost before you complete your purchase.

Order value thresholds — spend over $99 for free standard delivery within Sydney Metro and Greater Sydney on orders under 22kg, or spend over $129 for free delivery to other eligible metro postcodes on orders under 10kg. We use whichever is greater of the actual weight or cubic weight of your order.

Promotional discount codes — from time to time we offer free shipping via discount codes. These codes are subject to their own terms and conditions and may have minimum order values or product exclusions.

Selected products — certain products in our range (including some drop-shipped items) qualify for free shipping to Australian addresses automatically at checkout.

Exclusions — free shipping doesn't apply to enclosures, cabinets, stands, cat scratchers, perishable items (including fresh and frozen food), other bulky or fragile items, or items over one metre in length once packaged.

Same-day delivery is available to eligible Sydney Metro addresses for $18.99 (free on orders over $149). Place your order before 12pm Monday to Friday and select Same Day Shipping at checkout for delivery between 6pm and 9pm that night. Orders placed after the cutoff, on weekends or on public holidays will be dispatched the next business day.

Same-day delivery isn't available for enclosures, cabinets, stands, cat scratchers, bird seed over 20kg, other bulky or fragile items, or some items over 50cm in length once packaged.

Prefer to collect in store? Select "Pickup" at checkout.

Kellyville Pets
1–15 Millcroft Way, Beaumont Hills NSW 2155

Orders are typically ready within 1 business day of payment being received.

You'll receive a notification when your order is ready — please don't come in before you get it.

Bring your order confirmation email when you collect.

Some products are pickup only and cannot be shipped — this is indicated on the product page.

Live feed & feeder animals — live insects and feeder animals are dispatched only on specified business days, under strict temperature and handling conditions. See our Terms of Service for full conditions, or contact us before ordering for interstate delivery.

Live plants — dispatched promptly and packed for transit. Minor transit stress, and natural variation in size, colour or leaf condition, are normal for live plants and not a fault — see our Terms of Service for details.

Live pets — for the health and wellbeing of the animals, we do not freight live pets. All pets must be collected in person from our store. Please contact us before placing an order involving a live pet.

Interstate biosecurity — some Australian states and territories restrict or prohibit the import of certain live animals, live feed or plants under biosecurity law. It's your responsibility to check your state or territory's requirements before ordering live feed or plants for interstate delivery. We reserve the right to refuse, delay or cancel any order that would breach interstate biosecurity requirements.

Fragile, oversized or frozen items — some large or fragile items (for example aquariums and large cages) may incur additional freight charges or require special handling. For Sydney deliveries, bulky item freight typically starts from $98 and varies by zone. Any additional cost is shown at checkout.

Pickup-only products — certain products are designated pickup only and cannot be delivered. These are clearly marked on the product listing.

Once your order has been dispatched you'll receive a tracking number by email. Use it to follow your delivery on the carrier's website.

If your order arrives damaged or doesn't turn up within the expected timeframe, contact us on 02 8834 0334 within 7 days of the expected delivery date so we can investigate and sort it out quickly.

Where possible, please photograph the damaged item and its packaging before disposing of anything — this helps us resolve your claim faster, whether that's a replacement, a refund, or a claim with our courier.

Your rights

Nothing in this policy limits your rights under the Australian Consumer Law. If a delivery issue means the goods you receive are not of acceptable quality, fit for purpose, or as described, you remain entitled to a remedy regardless of anything else in this policy.

Read this alongside our Refunds and Exchange Policy, Terms of Service, Privacy Policy and Legal Notice.

Need a hand?

Shipping enquiries

Email: onlineorders@kellyvillepets.com.au

Online orders: (02) 8834 0334

Store: (02) 9629 3282

Store hours: Mon–Fri 9am–6pm, Sat–Sun 9am–5pm