Shipping

Important update for US customers (26 August 2025)

Due to new US import rules, Australia Post has temporarily paused parcel services to the United States and Puerto Rico, effective immediately. This affects all AusPost shipments from our store.

What this means:

  • US & Puerto Rico orders lodged with AusPost on/after 26 Aug 2025 can’t be sent right now.
  • Orders already handed to AusPost will continue to move as normal.
  • Australian and other international destinations are unaffected.

What we’re doing:

  • Setting up the new prepaid-duties system required by US Customs.
  • Looking at alternative shipping options.
  • Keeping the store updated as soon as services resume.

Need help with an existing US order? Don't hesitate to reach out to us to see how we can assist. Our Active Rings are also currently available via our Amazon US - see here.

Thanks for bearing with us while this gets sorted. 💙

Order Processing

  • Orders are typically processed within 1–3 business days.
  • Orders placed on weekends or public holidays will be processed the next business day.
  • During peak periods, such as promotional events or holiday seasons, processing times may be extended.

Shipping Destinations

We ship internationally from Brisbane, Queensland, Australia

We currently deliver to:

  • Australia
  • New Zealand
  • United States
  • Canada
  • United Kingdom
  • Most other international destinations

If your country does not appear at checkout, please reach out to us at support@apawlopets.com and we’ll do our best to accommodate your request.

Shipping Costs

Shipping costs are calculated at checkout and vary depending on the shipping location, item weight, and package size.

General estimates:

  • Australia: Standard and express rates are available depending on order size. Free shipping for orders over $100.
  • New Zealand: Flat rate of $9.99 NZD
  • USA & Canada: Normally ranging from $4.99 to $14.99 USD/CAD based on order size.
  • Rest of World: Rates are calculated at checkout

Any current free shipping offers or discounts will be displayed on our website.

Estimated Delivery Times

  • Australia:
    • Standard: 2–8 business days
    • Express: 1-3 business days
  • New Zealand: 3–12 business days
  • USA & Canada: 5–15 business days
  • Other International: 7–20 business days

Delivery timeframes are estimates and may vary due to carrier delays, customs processing, or seasonal demand.

Tracking & Delivery

  • A tracking link will be sent via email once your order has shipped.
  • It is your responsibility to ensure the shipping address is correct at the time of purchase.
  • APAWLO Pets is not responsible for lost, stolen, or delayed packages once handed to the carrier.

If your tracking shows the item has been delivered but you have not received it, please contact your local carrier first (e.g. USA customers should contact USPS). If unresolved, reach out to us at support@apawlopets.com.

Customs, Duties & Taxes

For international orders, customs duties and import taxes may be charged by your local authority. These charges are the responsibility of the customer and are not included in the product price or shipping fees.

Please check with your local customs office for further details before placing an international order.

Delivery Issues

If your order is returned to us due to an incorrect address, failed delivery attempt, or refusal to pay customs duties, you will be responsible for the cost of re-shipping the item.

Unclaimed or Returned International Orders

International shipping costs are significant and non-refundable once an order has been dispatched. Our product prices for international customers are partially subsidised to include these shipping costs.

If an international order is returned to us because it was unclaimed, refused, or undeliverable due to incorrect or by insufficent address details provided by you, we may, at our discretion:

  • Reshipment: We can reship the order once you pay the full cost of reshipping.
  • Refunds: If you request a refund instead of reshipment, we will refund the product price less the actual shipping costs we incurred in sending the order (including both the shipping fee paid at checkout and the subsidised portion built into the product price). For example, this actual shipping cost can range from $30-45 USD for US-based customers.

This ensures we are not left out of pocket for shipping charges where delivery was attempted but not collected.

For further assistance with shipping or delivery issues, please contact support@apawlopets.com.