1. In-warehouse pickup and showroom is available for Melbourne customers.
Pickup/Showroom Address：151 Osborne Ave, Clayton South, VIC, 3169.
Opening hours: Monday-Friday, 10am - 17:30pm. Saturday, 11am - 17:00pm. Closed on public holidays.
2. How Much Does Shipping Cost?
NSW, VIC, SA, QLD, ACT, WA,TAS:
- Major areas :
For orders under $79, we charge a $7.95 flat shipping fee.
For orders over $79, we provide free shipping.
- VIC rural areas:
For orders under $79, we charge a $7.95 flat shipping fee.
For orders over $79, we provide free shipping.
- Other Rural areas:
$19.95 flat shipping fee will apply to all orders.
Rural area postcodes
NSW: 2264-2281, 2311-2484, 2487-2499, 2533-2554, 2575-2599, 2621-2639, 2642-2647, 2649-2707, 2710-
2714, 2716, 2720-2730, 2787-2879
QLD: 4550-4579, 4309-4453, 4580-4693, 4454-4499, 4694-4802, 4804-4805, 9920-9960, 4803, 4806-4999, 9961-9998
SA: 2880-2889, 5201-5749
WA: 6215-6700, 6701-6797
TAS: 7020-7049, 7054, 7109-7150, 7155-7171, 7173-7247, 7255-7257, 7330-7799
Remote areas
$30 flat shipping fee will apply to all orders.
Remote area postcodes:
800-802, 804-821, 828-851, 853-853, 860-861, 870-871, 873-879, 906-999, 803-803, 822-827, 852-
852, 854-859, 862-869, 872-872, 880-905, 2898-2899, 6798-6799, 7151-7154
Please note that additional shipping fees may apply for rural and remote areas on larger items, such as extra-large cat trees and automatic cat litter boxes. Shipping costs will be calculated and displayed at checkout.
Please note that we are unable to deliver to Post Office address, PO Boxes, Parcel Collect, Locked Bags, or Parcel Lockers.
3. How long will it take for my order to arrive?
Parcels sent to Western Australia may take an additional two weeks to be delivered.
We ship to all metro and regional locations within Australia! But sometimes our couriers cannot offer delivery service for more remote areas. At this time we do not deliver internationally. Orders will take between 3 - 5 business days to arrive in most metro areas of major cities, other areas depend on your destination and shipping method.
PawPawUp uses courier services to ship your order and therefore you must enter a valid shipping address. Post Office address, PO Boxes, Parcel Collect, Locked Bags, or Parcel Lockers are unable to be delivered.
4. At what time of day will my order be delivered?
As with most delivery services, our couriers do not have a standard time of the day that goods are delivered. Your order will be delivered on Weekdays only from Monday to Friday and generally only during business hours 8 am-6 pm. To make things easier for you, when you place an order, make sure you give clear instructions on where the package should be left if you are not home, as we give our couriers “authority to leave”. We find that customers prefer this approach for its convenience.
Besides, delivery times may be subject to stock availability and Public Holidays and could be extended. PawPawUp will notify you when your order has been dispatched.
Please be prepared for slight delays to your delivery around Christmas, Easter, and public holidays.
5. Do I need to be home to receive my delivery?
If you are not at home when the courier attempts to deliver your order, they will either leave a card at your front door, send you an email, or update the tracking information with instructions on how to either arrange a new delivery time that suits you or collect your parcel from a nearby collection point.
If you do not arrange for redelivery or pick up your parcel from the collection point, and the courier cannot reach you, the parcel may be sent back to us. Should this occur, we will contact you to organize another delivery. Please note that an additional charge of $25 each parcel will apply for this service. This fee includes the courier's charge for returning the parcel to us and the cost of shipping it to you again.
Alternatively, you can choose to receive a refund for the value of your order minus a $20 each parcel fee that we incur for the courier returning the package to us.
For any further assistance, please contact Customer@pawpawup.com.au.
6. What are my responsibilities as a customer regarding my parcel delivery?
As a customer, it is your responsibility to monitor your parcel and tracking information closely.
If the tracking information indicates that your parcel has been delivered and you have not received it, please contact us via customer@pawpawup.com.au within 3 business days.
After three business days from the indicated delivered date in the tracking information, any issues related to the non-receipt of the parcel will not be considered our responsibility.
We kindly request customers to diligently track their parcels and promptly inform us in case of any discrepancies. We strive to provide efficient and reliable delivery service, and we appreciate our customer's cooperation in ensuring a smooth delivery process.
Note: It is always recommended to review the tracking information provided and contact the carrier directly for any delivery-related issues, as they may have specific policies and procedures in place. We are committed to providing the best possible service to our customers and will work diligently to resolve any delivery concerns in a timely manner. However, please be aware that after three business days from the delivery date indicated in the tracking information, our ability to assist may be limited. Thank you for your understanding.
If the parcel is sent back to us because it wasn't collected or a redelivery wasn't arranged or invalid address, we'll need to charge a $25/ parcel fee to cover the return and reshipping costs. If you'd rather, we can refund the cost of your order minus the $20/parcel return fee charged by the courier.
7. What happens if my order does not arrive in the estimated time frame? Please contact Customer@pawpawup.com.au
