Introducing the PawPuff Test Bundle

Due to lighting, angles or device differences, the actual item might be slightly different in colours and sizes from the pictures. Please allow 1 to 3 cm inaccuracy, and please consider these factors before your purchase. Such issues are not product quality issues.

Can I get my parcel delivered before December 25th, 2024?

Domestic Standard cut-off dates for Christmas 2024, shipping from Melbourne:

Please note:

1. The dates listed above are the shipping-out dates. Orders placed after December 19, 2024, will not be dispatched until January 6, 2025, as our team will be on a holiday break. 
2. While we aim to meet these delivery timelines, we cannot guarantee delivery before December 25, 2024, as it depends on courier efficiency and potential unforeseen delays during the holiday season.

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. Closed on public holidays.

- Holiday Warehouse Closure Notice

Our warehouse will be closed from 23/12/2024 to 03/01/2025. During this time:

• Online orders can still be placed as usual.
• In-warehouse pickup, showroom, and order dispatch will be temporarily unavailable.

We will begin processing orders progressively from 06/01/2025.

Thank you for your patience and understanding. Wishing you a happy and safe holiday season!

 

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:  4300-4308, 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

Refund Policy

Can I return an order?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Customer@pawpawup.com.au. Items sent back to us without first requesting a return will not be accepted.

Returns not caused by quality issues will be shipped at the customer's expense.

You can always contact us for any return questions at Customer@pawpawup.com.au or chat with us online.

 

How do I cancel or change an order?

You can cancel or change your order before it leaves our warehouse. Just contact us at Customer@pawpawup.com.au or chat with us online.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

For any change of mind returns, shipping costs and return fee is non-refundable. The cost of shipping fees will be deducted from your refund.

 

Late or missing refunds

If you haven’t received a refund yet, you could check with your bank or credit card company first. It may take some time before your refund is officially posted. If you still have any questions about a refund, please contact us at Customer@pawpawup.com.au.