Shipping policy

Shipping Policy

Where we ship from

PurePaw is an Australian business, but our products are shipped directly from our supplier's warehouse overseas. Your parcel does not travel via Australia. This is how we keep our prices low, and it means delivery takes longer than you may be used to from local retailers. We would rather tell you that clearly before you order than surprise you afterwards.

Processing time

Orders are processed within 1–3 business days. You will receive tracking by email once your parcel ships.

Estimated delivery times

These are estimates from the date of shipping, not guarantees. Customs, weather and carrier delays can extend them.

  • Australia: 10–18 business days
  • New Zealand: 10–18 business days
  • United States: 10–20 business days
  • United Kingdom and Europe: 10–20 business days

Orders containing several items may arrive in separate parcels on different days. There is no extra cost to you when this happens.

Shipping cost

Shipping is free on all orders, everywhere we deliver.

Import duties, taxes and customs charges

Please read this section carefully if you are ordering from outside Australia.

Because your parcel is shipped internationally, it may be subject to import duties, taxes, and customs or carrier handling fees when it arrives in your country. These charges are set by your government, not by PurePaw. They are not included in the price you pay us, and we have no control over the amount.

These charges are the responsibility of the customer as the importer of record. They are usually billed to you by the courier before delivery.

  • United States: The duty-free de minimis exemption for low-value imports has been suspended. All parcels entering the United States are now subject to customs duty regardless of value and require a customs entry. Goods shipped from China currently attract significant tariffs. Please expect to pay an import charge on your order, and factor this into your decision before you buy.
  • United Kingdom and European Union: Import VAT and customs charges may apply on arrival.
  • Australia and New Zealand: Import charges do not usually apply at our price points.

If you refuse to pay import charges and the parcel is returned to sender or destroyed as a result, we are not able to refund your order. If you are unsure what you may be charged, please check with your local customs authority before ordering.

Incorrect addresses

Please check your shipping address carefully at checkout. We cannot change an address once an order has been processed, and we are not able to refund parcels that are lost because the address supplied was incorrect or incomplete.

Delayed or lost parcels

If your tracking has not updated for 10 business days, or your parcel has not arrived within 30 business days of shipping, please email us. We will investigate with the carrier and make it right.

Contact

Questions about shipping? Email us and we will get back to you within 2 business days.