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Shipping policy

DELIVERY OF ORDERS

Most orders are despatched the same day or the next business day. Sometimes your geographical location and stock availability may cause delays. We strive to despatch all orders within 2 working days. If there is a delay with your order, you will be notified by phone and/or email.

Most items are sent via Australia Post with Signature Required and No Insurance.  If you require insurance please give us a call.

Items that are overweight or oversized will be sent by a freight company to a Depot closest to your location (no home delivery is available for these items).  We use either TNT, High Trans, Couriers Please or Josie's Transport.  You will then be required to collect the items within 5 Business Days.  Fees may be charged for storage after 5 days which are the responsibility of the Customer to pay.  Any warranty claims for damage need to be emailed to us within 4 Business days of collection from the Depot, otherwise warranty will be invalid.

If you have a combination of Heavy items and smaller goods on your order, the heavy items will be sent to your closest Depot for collection and the other items will be delivered to your home address via Australia Post.

 

METHODS OF POSTAGE (if not specified in product description - method will be home delivery by Australia Post:

AUSTRALIA POST (for lighter/smaller items)

Parcel Post and Signature - This has NO insurance

Express Post and Signature - This has NO insurance

With this option, your products are posted via Australia Post standard or express tracked delivery service within Australia which means they are trackable but uninsured. Therefore, if your package goes missing we will endeavour to track these items, but on a very small number of occasions if Australia Post are not able to locate the article, Pet Network will not be held liable.  If you require Insurance please give us a call and we can organise for you.

Items to New Zealand may take up to 20 business days for delivery and are sent via standard Australia Post Air Mail which is Trackable with Signature and uninsured.  

Please note: No Aerosols or chalks can be sent to New Zealand and some products may be stopped and destroyed by customs. If any products are stopped and destroyed by customs Pet Network will not be held liable.

Please note that if you request to have your package left without signature then it is your responsibility if it gets stolen or goes missing. 

If you are not home when Australia Post try to deliver your package, and you have not chosen Authority to Leave, Australia Post will notify you via the AusPost app, email, or SMS. If your parcel has not been successfully matched to your MyPost account, Australia Post will leave a card.  It is your responsibility to collect your package from the relevant Australia Post Depot.  Australia Post only hold these packages for a limited number of days and then will return these to us.  In this instance, return to sender postage costs will need to be covered by the customer and if you wish the package to be resent to you further postal charges will apply.  If you request to cancel your order, the item cost only will be refunded and not the original postal charges. Also, there may be a charge for the RTS fees we have incurred.

Delivery Times – Australia Post -  Here is a link to their timeframes. 

 https://auspost.com.au/service-updates/domestic-delivery-times

 

FREIGHT COMPANY, ie TNT - for overweight/oversized packages (inc pallets)

These will be sent via a freight company, ie TNT to a Depot closest to you for collection.  Please make sure you are happy with the location of the depot before committing to the order as we are unable to change. You will then be required to collect the items within 5 Business Days from the depot.  Fees may be charged for storage after 5 days which are the responsibility of the Customer to pay. 

Unfortunately, we cannot ship these items to New Zealand.  

Items shipped via a freight company will have Warranty included via Big Post Freight.

  • You must inform Pet Network within 4 business days of collection from the depot of the damage.  After this time we will not be able to enter a claim with Big Post Freight on your behalf.
  • Proof must be provided; A minimum of 4 photos (2x photos of damage to product, 2 photos of damage to packaging including 1 internal and 1 external shot of packaging) must be given for warranty claim to be valid.
  • You must not dispose of damaged product or packaging until Big Post Freight approves disposal as these items may need inspecting by Big Post.
  • If packaging/product has been okayed to be disposed of/returned, a Return To Sender Fee will not be covered by this insurance. Insurance/warranty will also not cover any disposals.
  • "Leave Safe - ATL Deliveries" are for residential deliveries ONLY. These deliveries are NOT covered by any insurance.
  • Any associated fees (ie. late collection fees, storage fees, re-delivery fees for home deliveries, re-direction fees to home, additional tailgate fees, etc) will be at the responsibility of the customer and not covered by Pet Network.
  • At time of booking online, it is the customer's responsibility to ensure that all delivery details are entered correctly and that the appropriate shipment method has been chosen. Pet Network may contact you regarding your order should any changes need to be made, ie freight has not calculated correctly or there is an issue with your address.

 

As stated previously, If you have a combination of Heavy items and smaller goods on your order, the heavy items will be sent to your closest Depot for collection and the other items will be delivered to your home address via Australia Post

 

There may be delays by carrier’s due to Covid restrictions and weather events.