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Last Updated: 25th March 2025

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At Vital Paws, we are dedicated to providing a smooth and reliable delivery experience for our customers. This policy outlines our handling times, shipping methods, estimated delivery timeframes, and other important details regarding your order’s shipment.

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Order Processing Time

• All orders are processed within 1-2 business days (excluding weekends and public holidays).

• Orders placed on weekends or public holidays will be processed on the next business day.

• Once your order has been processed, you will receive a confirmation email with your order details and tracking information.

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Shipping and Delivery

• We partner with trusted courier and postal services to ensure safe and timely delivery of your orders.

• Estimated delivery time is 5-7 business days from the date of dispatch, depending on your location.

• Delivery times may vary due to factors such as courier delays, peak seasons, extreme weather conditions, or unforeseen circumstances beyond our control.

• Deliveries to remote or regional areas may take longer than the estimated timeframe.

• We currently ship within Australia only.

• If your order has not arrived within the estimated delivery time, please contact our support team for assistance.

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Shipping Costs

• Shipping fees are calculated at checkout based on the weight, size, and destination of your order.

• Occasionally, we may offer free shipping promotions, which will be clearly stated on our website or promotional materials.

• Standard express shipping costs are $14.95.

• Expedited shipping options may be available at an additional cost.

• Customers will be notified of any shipping charges before completing their purchase.

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Tracking Your Order

• Once your order is shipped, you will receive a tracking number via email.

• You can use this tracking number to monitor your shipment’s progress through the courier’s website.

• If you do not receive tracking details, please check your spam or junk folder, or contact us for assistance.

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Delivery Issues & Lost Packages

If you experience any issues with your delivery, please follow these steps:

1. Check your tracking information to see if your order is still in transit.

2. If your order is delayed beyond the estimated delivery time, contact us at sales@vitalpaws.com.au or call 0432 703 601.

3. If your order is marked as “delivered” but you have not received it, check with your neighbors or local post office, as the courier may have left the package in a safe location.

4. If your package is lost or damaged during transit, please notify us immediately with relevant details and photos, and we will assist you in resolving the issue.

5. If your package is returned to us due to an incorrect address or failure to collect, you may be required to pay additional shipping fees to have it re-sent.

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Incorrect Address & Undeliverable Packages

• It is the customer’s responsibility to provide accurate and complete shipping information at the time of purchase.

• If an incorrect address is provided and the package is returned to us, additional shipping fees may apply to resend the order.

• We are not responsible for delays, losses, or misdeliveries caused by incorrect or incomplete addresses.

• If you realize you have entered an incorrect address after placing an order, please contact us as soon as possible. We will make every effort to update your details before dispatch, but we cannot guarantee changes can be made once the order has been shipped.

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Delivery to PO Boxes and Parcel Lockers

• We deliver to PO Boxes and Parcel Lockers in Australia where supported by our shipping partners.

• Some large or bulky items may not be eligible for delivery to PO Boxes or Parcel Lockers.

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Signature on Delivery

• Some deliveries may require a signature upon receipt to ensure secure delivery.

• If no one is available to sign for the package, the courier may leave a collection notice for pickup at the nearest post office or delivery center.

• If you prefer contactless delivery, please check with the courier for their available options.

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Public Holidays & Peak Season Delays

• During public holidays and peak shopping seasons (such as Christmas and Black Friday), shipping delays may occur due to high demand.

• We recommend placing orders early during these periods to avoid potential delays.

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How to Contact Us

For any delivery-related inquiries, please reach out to us:

• Email: sales@vitalpaws.com.au

• Phone: 0432 703 601

• Business Address: 37 Mayne Road, Bowen Hills QLD 4006

• Postal Address: Parcel Locker 10120 95890, 306 Wickham Street, Fortitude Valley QLD 4006

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Policy Updates

Vital Paws reserves the right to update or modify this policy at any time. Changes will be effective immediately upon posting on our website. We encourage customers to review this policy periodically for any updates.

Thank you for choosing Vital Paws. We appreciate your trust and support!