Thank you for visiting and shopping at PetNest. The following information sets out the terms and conditions that constitute our Shipping Policy.
1. Processing your Order
An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase.
2. Shipment Processing Time
Processing time refers to the time it takes for us to prepare your order for shipping. After your payment is authorised and verified, all orders are processed. While all efforts will be made for quick processing, orders received before 10AM on a business day are processed on the same day. Orders received after 10AM would be processed on the next business day. Orders are thereafter packed and booked with our freight agents for pick up and delivery who will then notify customers via an email the expected delivery schedule. Processing time could be affected if the delivery address provided with the order is incorrect. It is the customers’ responsibility to provide us with the correct address and would be liable for any costs incurred due to this.
3. Shipment Locations
PetNest ships only to NSW / ACT / VIC / SA / QLD at this time. We are making efforts to have Australia wide shipping available soon.
4. Shipment rates and delivery estimates
Free shipping for orders over $49 is available for select regions within NSW / ACT / VIC / SA / QLD. All other regions have a flat rate for shipping and are provided at checkout.
At PetNest we pride ourselves in customer service. We endeavor to get your order to you as soon as possible. Once your order is shipped an estimated delivery time will be provided to you along with tracking details. We only offer standard delivery at this time and takes about 5-7 days depending upon the delivery region. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed.
Please note that our delivery service does not operate on weekends or public holidays. Please be prepared for slight delays to your delivery around Christmas, Easter and public holidays as well as during various sales campaigns through the year like EOYS, Easter, Black Friday, Cyber Monday sales etc. Weather delays and other unforeseen circumstances like COVID may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfil your order.
We (PetNest Enterprises T/A PetNest Pty Ltd) understand that we are ultimately responsible for the delivery of your order, however, we would not be liable for delivery delays for factors beyond our control like strikes, 3rd party issues, storms and other natural disasters etc. While we do not offer any refund due to delayed deliveries on orders which have already been dispatched, however, PetNest Enterprises T/A PetNest Pty Ltd at its sole discretion may offer refunds on request subject to deduction for freight costs, both for delivery and return, and other incidental costs as the case may be. The refund process could take 5 to 7 business days after determining the delivery status from our freight partners
5. Damages
If there is any damage to the packaging on delivery, contact us immediately at customerservice@petnest.com.au along with photos of the damaged goods.
6. Missing or Lost Package
There are several reasons why a package gets lost or becomes a deliver exception. We’ve found that, more often that not, the package is either in the building or with a neighbour. PetNest politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven’t located your order, please contact us at to report missing or lost packages.
7. Questions
If you have any questions about the delivery and shipment of your order, please see our FAQ page, , or email us on customerservice@petnest.com.au .
