Shipping and Delivery

Q: What are your shipping charges?

A: Our minimum shipping charge is $6.95 which includes delivery by Australia Post Electronic Lodgment and Delivery Service, (ELADS) and insurance against loss up to the value of $100.00. Further charges are made based on value vs. weight. You will be quoted a delivery charge once our system knows the delivery address we are sending to, before entering your payment details.
Q: What shipping method do you use?

A: We use the Australia Post ELADS network. Your order will be hand delivered securely by an Australia Post representative and you or a responsible person at the delivery address will be required to sign for the item. You may give us an Authority To Leave, (ATL), during the checkout process, however please be aware we will take NO RESPONSIBILITY for lost or damaged orders when an ATL is requested. If you are not going to be home we suggest using a work address or seek permission from a neighbour to use their address.
Q: When will my order be dispatched?

A: We dispatch orders 3 times per week, on Monday's, Wednesday's and Friday's. The cut-off time for same day dispatch on these days is 12 noon AEST time.
You will be notified of any unusual delays such as out of stock items or discontinued lines via our customer service area.
Upon order completion you will receive a confirmation email. If you do not receive an email from PayPal OR from Love My Pet please contact us immediately.
Q: How long will it take for my order to arrive?

A: As part of Australia Posts service standards they aim to deliver your parcel within 1-5 working days of us lodging it. Expected delivery times for your parcel will vary depending on where it is headed.
All orders are shipped from Melbourne in Victoria on Monday's, Wednesday's and Friday's.
Estimated delivery times for our ELADS parcels sent within Victoria are as follows:
- Metro - next business day
- Metro to country - 1-3 business days
Estimated delivery times for our ELADS parcels sent to other states are as follows:
- Between Melbourne / Canberra; Melbourne / Adelaide metro - second business day
- Between Melbourne / Brisbane; Melbourne / Tasmania - 3 business days
- To other interstate locations - 4 to 5 business days.
Please refer to the Australia post website for any additional information
Q: Am I able to track my order?

A: Need to know where your parcel is? Australia Post provide an online tracking tool that is a fast and secure way to track your Love My Pet delivery. And you can subscribe for automatic email updates.

You can also track items on your mobile with their iPhone app!

On the day your order is dispatched Australia Post will send you tracking information for your parcel, which will include a 10 digit tracking number starting with 6XY...

Click the link below to visit Australia Post's Online Tracking System.
Q: What happens if no one is at home when my order arrives?

A: Australia Post will leave a notification card at your front door or in your letterbox letting you know which Australia Post retail outlet you can collect your parcel from and the time that it will be available for collection.
Q: What if my order goes missing?

A: Once your order leaves us and is in the hands of Australia Post it is their responsibility to ensure delivery takes place. Our responsibility ends when we deliver your order to them correctly addressed with the information you have supplied. By using the ELADS system you can rest assured that your parcel is being delivered by the most secure and reliable courier based system in Australia, specifically designed for small items.
In the unlikely event that your order does go missing, (and we stress with Australia Post this is extremely rare!), nothing can be done by them or us for a period of one month. This is the time a parcel will sit un-claimed at an Australia Post facility before being returned to sender or classified as missing.
Q: What if I know in advance that no one will be home?

A: We suggest shipping your order to a neighbour's address where someone will be able to take possession of it, or to your work address. We do not allow Australia Post to leave items unattended.
Q: How do you determine shipping charges?

A: Shipping charges are determined by weight and volume. As a general rule the more items you purchase the more cost effective your order will be. We do not discriminate against you if you live in the sticks! Shipping around the corner or 3000 kms to Western Australia, the cost will be the same.