Shipping policy

SHIPPING POLICY

Thank you for visiting and shopping at PawHaven Studio (operated by BA GET LA TROBE PTY LTD). Below are the terms and conditions that constitute our Shipping Policy for our pet supplies, including pet bowls, leashes/harnesses, and pet beds.

1. ORDER PROCESSING & HANDLING TIME

  • Standard Handling Time: All orders are processed within 1 to 3 business days (excluding weekends and public holidays in Victoria, Australia).

  • Order Cut-Off Time: 5:00 PM (AEST / AEDT). Orders placed after 5:00 PM will begin processing on the following business day.

  • Peak Seasons & High Volume: During sales periods, holidays, or promotional events, order processing times may extend to 3–5 business days. If there is a significant delay in the processing of your order, we will notify you via email at [email protected].

2. SHIPPING RATES & DELIVERY ESTIMATES

Shipping rates for your order will be calculated and displayed at checkout based on destination, weight, and parcel volume (especially for bulky items such as pet beds).

Domestic Shipping (Australia Wide)

We ship to all states and territories across Australia, including metro, regional, PO Boxes, and Parcel Lockers via Australia Post and local couriers.

Shipping Option Estimated Delivery Time Cost

Standard Parcel Post

2 – 6 Business Days

Calculated at Checkout

Express Post

1 – 3 Business Days

Calculated at Checkout

  • Note: Delivery to remote or regional areas (e.g., Western Australia, Northern Territory) may take an additional 2–4 business days.

New Zealand Shipping

Shipping Option Estimated Delivery Time Cost

Standard International

5 – 10 Business Days

Calculated at Checkout

Express International

3 – 6 Business Days

Calculated at Checkout

Rest of the World (International Shipping)

Shipping Option Estimated Delivery Time Cost

Standard International

8 – 15 Business Days

Calculated at Checkout

Delivery times are estimates starting from the dispatch date, not the order placement date. External factors such as carrier network delays or severe weather may affect delivery timelines.

3. BULKY ITEMS & PET BED DISPATCH

  • Pet Beds & Mats: Due to their size, large pet beds may be vacuum-sealed for shipment to reduce packaging volume and shipping costs.

  • Upon opening, please allow 24 to 48 hours for the foam and fiber padding to fully expand to its original shape and fluffiness before letting your pet use it.

4. SHIPMENT CONFIRMATION & TRACKING

  • Once your order has been dispatched from our Melbourne warehouse, you will receive a Shipment Confirmation Email containing your tracking number(s).

  • Please allow 24 to 48 hours for the tracking details to update on the carrier portal (e.g., Australia Post).

5. CUSTOMS, DUTIES, AND TAXES (INTERNATIONAL ORDERS)

  • Australian Orders (Domestic): Goods and Services Tax (GST) is included where applicable.

  • International Orders: BA GET LA TROBE PTY LTD is not responsible for any customs duties, import taxes, or local clearance charges applied to your order upon arrival in your destination country. All fees imposed during or after shipping are the responsibility of the customer.

6. INCORRECT ADDRESSES & REDELIVERY

  • Please ensure that your shipping address is entered correctly at checkout. We cannot modify the delivery address once an order has been dispatched.

  • If a package is returned to us due to an incorrect/incomplete address, failed delivery attempt, or uncollected post office parcel, the customer will be responsible for the re-shipping costs.

7. DAMAGED OR LOST SHIPMENTS

  • Damaged in Transit: We inspect and package all products carefully. If your parcel or products (such as pet bowls or leash hardware) arrive damaged, please take photos immediately and contact us within 48 hours of delivery at [email protected].

  • Missing/Lost Packages: If tracking indicates that your parcel was delivered but you cannot locate it, please check with family members, neighbors, or your local post office first. If it remains missing, contact us so we can initiate a formal investigation with the carrier.

8. CONTACT INFORMATION

If you have any questions or concerns regarding our Shipping Policy, please contact our support team: