The Paw Haven
Shipping Policy
Everything you need to know about how we pack, ship, and deliver your order across Australia and internationally.
Dispatch & Packing
Orders are packed and shipped within 1–2 business days. Express Post is shipped daily, Monday through to Friday (except public holidays). Please allow for delays over public holidays, extreme weather conditions and property access for delivery.
Tracking Your Order
For shipment updates please use the tracking number provided in your shipped confirmation email or contact your local postal service with your tracking number.
Delivery Delays & Third-Party Couriers
By accepting our terms and conditions upon placing your order you agree that The Paw Haven is not responsible for any delay in delivery. Please allow an additional 1–3 business days for delivery of orders to Western Australia or outside of a metropolitan area. We have limited control over delivery times and recommend phoning the courier listed on your email notification. Drivers are not hired by The Paw Haven — they are third-party delivery couriers and therefore out of our control. Orders cannot be cancelled or refunded due to delay or loss once in the hands of a shipping party. Once a parcel has been deemed delivered by a third-party shipment company, The Paw Haven can take no responsibility for missing, stolen or undelivered goods.
Shipping Addresses & Order Changes
All shipping addresses are to be written in English without accent marks on letters. If the incorrect address is provided and your order has been shipped, customers will incur a reshipping fee. We are unable to make changes or cancel orders once shipped or lodged with Australia Post. If a refund is requested, items will be refunded minus shipping costs and minus a 20% restocking fee.
Apartment & Secure Delivery
If you live in an apartment, we recommend getting your parcel delivered to a secure parcel locker. We cannot take responsibility for parcels proven to be delivered but not received, or parcels stolen from letterboxes. We recommend selecting the Signature on Delivery option at checkout — otherwise no responsibility will be taken for parcels left unattended, stolen once delivered, or if Australia Post deems a parcel as delivered but it has not been received.
International Orders
The Paw Haven takes no responsibility for import taxes or tariffs on international parcels. If a parcel is returned for unpaid duty, the customer can repay for reshipping or be issued a refund minus the shipping costs, any return shipping fees incurred by The Paw Haven, and a 30% restocking fee. The Paw Haven is not responsible for any delays, and goods or shipping costs will not be refunded for delays or hold-ups with shipping.
Have a question about your order? Get in touch with us and we'll be happy to help.