Shipping policy
Shipping is included for all Australian orders. All orders are generally processed and shipped within 3-5 business days from ordering (during busy periods this may be slightly longer. Custom Harnesses have a longer processing time as we perform quality checks and the labels are custom printed)
Shipping Times
Australia - 10 - 14 business days from shipment date (longer during Christmas and the New Year). Most orders are received within 10 business days. Courier delays are out of our control and some parcels arrive much sooner. Please be aware that if you live in a remote area, outside of regional centres, or in WA, items will take longer than the estimated delivery time. We thank you for your patience.
We use Australia Post or Sendle for the majority of Aussie orders, please see their websites for shipping time estimates. All shipping times quoted are estimates and do not account for courier and postal delays. Sorry, we cannot add special instructions for Australia Post deliveries, they will update you via the tracking number once your order is out for delivery, if they are unable to deliver it may be taken to a local PO. Apologies, this is out of our control.
*These times are an estimate only. Australia Post delays are out of our control. Please wait 21 days from shipping before lodging an enquiry due to the volume of queries we are receiving. Thankyou for your ongoing patience. Courier delays are out of our control and refunds will not be issued for late deliveries where tracking has been provided and is still In Transit. Refunds will be issued at our discretion for postal issues
INTERNATIONAL SHIPPING
USA - $14.99 USD
All other international - $19.99 USD
PENDING', 'READY FOR PROCESSING' OR 'AWAITING PICKUP' STATUS
As many of our items are posted via a fulfilment centre, quite often Australia Post will scan an item for the first time once it reaches it's destination post office, or is further along it's journey. Your item has been picked up and taken to a sorting centre however it will still show as 'pending' or 'Ready for Processing'. We are unable to control this process with Australia Post. We find our items move quickly and are delivered within a few days of the first scan.
CUSTOM HARNESS PROCESSING
The Custom No-Pull Reflective Harness takes longer to process due to it's custom nature and order volume. Processing time can be up to 5 - 7 (during busy periods this may be a little longer) business days. We will do our best to follow up with you if the custom information is not provided, however orders without custom information will be sent blank if we are unable to obtain the information. A replacement label with custom information can be sent out in this case, at an additional cost. Please contact us if this occurs.
PARCEL LOCKERS & PO BOXES
Please note if you provide a parcel locker or PO Box address, Sendle do not deliver to parcel lockers. In this instance your order will be taken to a collection point close to you for pickup with photo ID. The majority of our orders are sent via Australia Post and we will endeavour to have your item delivered directly.
LATE PARCELS
Please wait 7 business days from shipping notification to send a query regarding your tracking not updating. Our parcels are shipped in bulk and often don't scan into the Australia Post system until they are closer to their destination. Rural and WA locations take longer. Once they scan into the system they are usually received within a day or two.
RETURNED TO SENDER PARCELS
If your parcel has been returned to sender due to not picking it up from post office (post offices normally hold items for a limited number of days) or not being able to leave in a safe place and you were not home please note you may be required to pay a redelivery fee. Please make sure you have a valid phone number to receive text updates in case the couriers send you any important information regarding your parcel via text. If you don't provide a phone number with your order please make sure to add the tracking information to the Australia Post app so you receive up to date notifications.
WHEN WILL I RECEIVE MY ORDER?
Tracking Information will be sent via email. Please ensure you check your spam and junk folders if you are missing emails from us. We use Australia Post for the majority of orders so your order can be tracked on their website or their official app.
For any shipping related questions please email hello@farmcitypets.com.au
Orders are shipped out directly from any of our many warehouses and they will do everything they can to get you your order as fast as they can! During busy periods we may source products directly from an overseas warehouse to save shipping time.
WHAT HAPPENS IF MY ORDER GETS STUCK OR LOST IN THE MAIL?
All of our orders are sent with insured shipping and handling. If an order gets sent back or even lost during the delivery process, we apologise! The postal service is out of our control. However, in cases like this, because the packages are insured, we will send you a refund or replacement if possible. Please see our refund and return policy for when these might be applicable to shipping situations.
LOST PARCELS
We cannot deem a parcel officially lost and process a refund unless it's been 60 business days from dispatch date (this is Australia Post's process) or if the courier has declared it lost. Please contact us for options on what can be done if this has happened to your parcel. A refund will not be given prior to 60 business days. However we will open an investigation on your behalf if your item is taking longer than expected.
I ORDERED MORE THAN ONE PRODUCT WHY HAS ONLY ONE SHIPPED?
To keep orders moving we like to ship them out as soon as possible, which means you may receive multiple packages. Tracking will be given for each package. This way you can spoil your furbaby sooner!
WILL I BE CHARGED FOR CUSTOMS AND TAXES?
The prices displayed on our site are GST Incl. in AUD. Shipping charges are paid by Farm City Pets, so you will never need to pay custom or postal charges. We are not responsible for individual postal services in your area.
FAILED DELIVERIES NEEDING PICKUP
Occasionally Australia Post or an independent courier is unable to deliver for a variety of reasons. If they cannot leave the item in a safe place they may return the item to either the local Post Office or a local collection point. In these cases you will need to attend the Post Office or Collection Point to pickup your item. Please take Photo ID when collecting packages in this way.
INTERNATIONAL ORDERS
For International Orders (outside of Australia), Farm City Pets will not be held responsible for any import duty or customs fees charge by each particular country.
If you choose NOT to collect your parcel due to not wanting to pay custom fees and it gets sent back to us please note a full refund will NOT be issued (we will deduct a $10 shipping fee for costs associated with the parcel having to be returned back to us).
Please note delivery times are set by the courier. Farm City Pets will not be held responsible for delays by the courier or Customs for International orders.
Proudly Australian owned and operated.