Shipping policy
At Cheeky Paw, we're committed to getting your pet's new favourite products to you as quickly and safely as possible. We've designed our shipping policy to be clear and straightforward.
Order Processing & Dispatch
Dispatch Location: All orders are hand-packed with care and dispatched from our warehouse in Brisbane, Queensland.
Processing Time: Orders are typically processed and dispatched within 1-2 business days. Many orders placed before 12pm on business days are dispatched the same day.
Express Upgrade: Add Express Upgrade at checkout for priority processing. This ensures your order is hand-packed and fast tracked to the front of the queue.
Please note that during peak periods such as sales or holidays, processing times may be longer. You will receive a shipping confirmation email with a tracking number as soon as your order is dispatched.
Australian Shipping
All Australian orders are sent via Australia Post with tracking.
| Order Value | AusPost Standard | AusPost Express |
|---|---|---|
| $0 - $74.99 | $9.95 | $14.95 |
| $75.00 - $124.99 | FREE | $6.95 |
| $125.00+ | FREE | FREE |
Estimated Delivery Times:
- Standard Parcel: 2-6 business days
- Express Parcel: 1-3 business days
New Zealand Shipping
All orders to New Zealand are sent with tracking via Australia Post.
| Order Value | Standard | Express |
|---|---|---|
| $0 - $99.99 AUD | $12.95 AUD | $26.95 AUD |
| $100.00+ AUD | FREE | $14.95 AUD |
Estimated Delivery Times:
- Standard: 4-7 business days
- Express: 2-5 business days
International Shipping
We ship to select international destinations with tracked Australia Post services. Shipping rates and available countries are calculated at checkout based on your location and order weight.
Estimated Delivery: 5-12 business days (varies by country and customs processing).
Important: International customers are responsible for any import duties, taxes, or customs fees imposed by your country. These charges are not included in the item price or shipping cost.
Tracking Your Order
Email Notification: You'll receive a shipping confirmation email with your tracking number as soon as your order is dispatched.
Track Your Progress: We recommend the following tools for real-time updates:
- Shop App: Track your order and receive delivery notifications via the Shop app.
- Australia Post: Visit the Australia Post tracking page.
- MyPost App: Download the Australia Post mobile app for iOS or Android for more detailed tracking.
Please allow up to 24 hours after dispatch for tracking information to become active in the system.
Delivery Information
Authority to Leave (ATL)
Our couriers have Authority to Leave by default, meaning your parcel will be left in a safe place at your delivery address if you're not home. Once a parcel is tracked as 'Delivered', Cheeky Paw is not responsible for lost or stolen items.
Safe Drop Locations
If you'd prefer your parcel to be left in a specific location (e.g., "behind the front gate" or "side door"), you can add delivery instructions during checkout or contact Australia Post directly with your tracking number.
Parcel Lockers & PO Boxes
Australian orders can be delivered to Australia Post Parcel Lockers and PO Boxes. Simply enter your Parcel Locker or PO Box address at checkout.
Signature on Delivery
Most parcels do not require a signature. If you're not home, the parcel will be left in a safe place or a card will be left for collection at your local post office.
Delivery Issues
Public Holidays
Our dispatch team and shipping partners do not operate on national or Queensland public holidays. Dispatch from our Brisbane warehouse is paused during these times, and final delivery may be delayed by public holidays in your area.
Incorrect Shipping Address
It is your responsibility to provide a complete and accurate shipping address. If you notice an error, contact us immediately at hello@cheekypaw.com.au. We cannot guarantee we will be able to update your order before dispatch. If your order has already been dispatched, we cannot redirect it and you will be responsible for any reshipment costs.
Lost or Damaged Packages
If your package is lost in transit or arrives damaged, contact us at hello@cheekypaw.com.au with your order number and photos of any damage. We'll work with you to resolve the issue.
Undeliverable Packages
If a package is returned to us as undeliverable (due to incorrect address or failed delivery attempts), we will contact you to arrange reshipment at your expense.
Delayed Deliveries
While we strive to meet estimated delivery times, delays can occasionally occur due to factors beyond our control (weather events, courier delays, customs processing). If your order is significantly delayed, please contact us at hello@cheekypaw.com.au.
Shipping Estimates: All delivery timeframes are estimates provided by our shipping partners. While we do our best to ensure your order arrives on time, Cheeky Paw is not responsible for delays within the Australia Post network. For the latest service updates and domestic delivery times, please visit the Australia Post Service Updates page.
Order Changes & Cancellations
Before Dispatch: If you need to change or cancel your order, contact us immediately at hello@cheekypaw.com.au. We cannot guarantee we'll be able to accommodate your request before dispatch, but we'll do our best to help.
After Dispatch: Once your order has been dispatched, we cannot cancel or modify it. You'll need to wait for delivery and then contact us regarding returns or exchanges if needed.
If you have any questions about shipping or need help with your order, visit our Support page for FAQs and contact options. Our small team of passionate pet owners aims to respond to all inquiries within 24-72 hours.
For the most up-to-date information on your order status, please use the tracking tools mentioned above.