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.
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.
Free Postage: We offer free postage on most flea and tick treatments
Flat Rate Postage: For orders over $49 (excluding Patiolink and some extra large items), postage is a flat rate of $6.95 for most Australian postcodes. We use Australia Post for most deliveries so we can also post to Po Boxes and Parcel Lockers. Postage costs do not count towards the $49 order value.Australian postcodes covered by our flat rate shipping are:
Shipping for all other postcodes is determined at checkout based on weights and location. To our friends in WA, orders up to 500g are $6.95, however due to Auspost costs, we're unable to extend the flat rate shipping on heavier purchases.
Flat rate postage does not apply to Patiolink, Contour Towers and Litter Robot products and orders weighing over 20kg or with dimensions over 1 meter as these will be sent via courier.
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.
Patiolink doors are shipped using couriers. Shipping to most of Australia is $50 with some regional areas up to $150.
All Patiolink doors and adapters that are over 2.3 meters tall include a shipping surcharge of $50.
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. Sometimes, we overpackage accidentally or to ensure safe delivery. 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 email tracking information as soon as an order has been dispatched. Please check your junk/spam folder if you do not see the shipment email or check your order in "Account". If there are delays with the receipt of your order, please contact the postal carrier directly.
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.
IMPORTANT INFORMATION ABOUT POSTAGE DURING COVID-19
UPDATE JANUARY 2022
We're experiencing international delivery delays in all destinations due to flight cancellations and government restrictions because of COVID-19. Australia Post is working with partner airlines and other postal operators to move items as quickly as possible.
We anticipate delays. International Express Post and Standard Post will be the only shipping options available for international orders. Tracking numbers will be issued but tracking updates may also be delayed.
Some countries are not currently accepting deliveries at all. These include: Canada, Arab Emirates, Denmark, Israel and Saudi Arabia. No orders can be accepted for these countries until we receive further notice.
For up to date information on which countries are not accepting deliveries from Australia, visit the Auspost website: https://auspost.com.au/service-updates/international-delivery-times
Currently there are known delivery service delays to and from many countries, territories and regions.
Parcel service impacts
We're making every effort to meet delivery times, however, the changing nature of both airlinehaul capacity and delivery services in destination countries, regions and territories mean that these delivery estimates should be used as a guide only.
Please visit this page for suspension of services to all countries: https://auspost.com.au/service-updates/international-delivery-times
Standard service delivery timeframes will vary due to limited air capacity and flight cancellations. Where necessary, alternative routing by sea mail for parcels will be used. We anticipate that some delays and/or changes will impact all countries where services are not suspended. Please view the below section on this page for a list of impacted countries.
Economy service is fully suspended due to flight cancellations, airport closures and the measures implemented to limit and reduce the spread of COVID-19.
Please leave a minimum of 10 business days after the estimated delivery date below to raise queries on items travelling via air and 30 business days after the estimated delivery date for items travelling via sea.
For specific location information, please read the up to date announcements here: https://auspost.com.au/service-updates/international-delivery-times
We appreciate your patience and understanding during these difficult times.
All orders are typically shipped the same day the order is placed, or the following business day. Orders placed during the weekends or Holidays will be shipped the next open business day. Lucky Pet cannot be responsible for order that are delayed due to unforeseen events beyond our control including, but not limited to, the following: the unavailability or refusal of a person to accept delivery of the shipment; force majeure; insufficient information provided by a customer; the application of security regulations imposed by the government, or otherwise applicable to the shipment; strikes or other labor disputes; civil unrest; disruptions in air or ground transportation networks; and natural disasters.