Payment & Postage
We currently accept credit card (Visa, MasterCard & AMEX), Afterpay, Zippay, Apple Pay and Paypal payments.
How do you send my purchase?
We use Australia Post, and sometimes couriers.
If shipping states "standard shipping", or "courier" we will select the most appropriate service for your purchase based on your location. Please note that couriers do not ship to Po Boxes or Parcel Lockers so we will send using Australia Post. Small items with free shipping may be sent as "large letters" and will not include tracking unless you select a paid option.
We will send most orders with an Authority to Leave in a safe location at the address. If you would prefer to sign for your delivery, please make a note at checkout. If someone is not available to sign for your parcel, a card is usually (but not always) left and you can then pick up your parcel at your convenience from your local post office or agent. Any items that are marked with an Authority to Leave will be left in a safe place if there is no one to sign for it. Unfortunately we cannot accept responsibility for items that go missing or if there is an Authority to Leave. Please note that all orders shipped using Sendle will always be assigned with Authority to Leave. If you want to sign for your delivery, please select an alternate option such as Australia Post Express.
Other options include:
Express Post: As long as you live in the Express Post Network (which covers most of Australia - you can confirm here: http://auspost.com.au/parcels-mail/delivery-areas.html) your order will be delivered the next business day after it's posted.
Delivery Address: Orders will be delivered to the address on your order, not your Paypal address.
How long until you post my order?
We do our very best to post all orders within 1 business day of receiving your cleared payment. During busy times (after a weekend, long weekend or holiday), it may take 2 days to process your order.
All orders are managed in real time to ensure super fast dispatch and delivery. As soon as you place your order, it is sent automatically to the warehouse and they pick and pack quickly. That means we cannot alter or cancel orders. You are welcome to return your order to us if you change your mind (but not via Return to Sender as per our policy).
While we do our best to ship orders quickly, some Patiolink doors may require a little more time. These doors require 7 days extra production:
BLACK - Medium, Large, XL, Greyhound Black,
WHITE - Medium White, Greyhound White
PRIMROSE - Greyhound
The Litter Robot (not the accessories) are sent using Border Express couriers. Please note that someone will need to be at the address to accept the delivery. It will not be left behind without approval. There may be a redelivery fee of $40 if nobody is at the address to receive the unit.
How will my order be packaged?
To keep costs low, we use postage satchels and ensure that delicate items are bubble wrapped or sent in a box. We like to recycle boxes, so your packaging may be pre-loved. We hope that's okay with you!
How long until my parcel arrives?
Here's the good news... All stock is local, here in Australia, and not on back order, so you only need to allow 3-10 business days for delivery after proof of payment, although in most cases delivery is much quicker (2-4 working days to most capital cities). Our warehouse is located in Sydney, which is central to most of Australia!
We are happy to post orders out of Australia. We are able to send to most countries via Australia Post's Pack and Track. We will only send international orders with tracking. Please note that in some countries (like the UK) there may be extra customs duties to pay. Lucky Pet is not liable for these extra charges and we will not accept "return to sender" returns where a delivery has been refused for any reason.