Shipping Policy

Shipping Destinations
We ship exclusively to Australian addresses (covering all states and territories: Queensland, New South Wales, Victoria, Western Australia, South Australia, Tasmania, Northern Territory, and Australian Capital Territory). International shipping is not available at this time—this decision is based on two key factors:
  1. Quarantine Regulations: Australian biosecurity laws require strict inspection of pet-related products to prevent the introduction of pests or contaminants, which can cause long delays for international shipments.
  1. Logistics for Large Items: Smart Cat Toilets (our largest product) require specialized handling to avoid damage, and international shipping costs for such items would be prohibitive for most customers.
For remote Australian areas (e.g., rural Western Australia, outback Queensland, Tasmanian islands), an additional $10 AUD fee applies to large-item shipments (Smart Cat Toilets) to cover extended courier routes and delivery logistics. This fee is automatically added at checkout when a remote address is entered.
Key Timeline Notes:
  • Standard Shipping:
  • East Coast (Major Cities: Brisbane, Sydney, Melbourne): 2–4 business days (delivered via Australia Post or CouriersPlease).
  • West/South Australia (Perth, Adelaide): 4–6 business days (extended due to inter-state transit).
  • Remote Areas: 7–10 business days (couriers may use regional depots for final delivery).
  • Expedited Shipping:
  • Available only for East Coast major cities (Brisbane, Sydney, Melbourne) and limited to Cat Toys and Location Collars (Smart Cat Toilets are too large for expedited handling).
  • Delivery timeline: 1–2 business days (priority processing and courier delivery).
  • Holiday Delays: Allow an extra 2–3 business days during peak periods (e.g., Christmas, Easter, Black Friday) as carriers experience higher shipment volumes. We recommend placing orders for time-sensitive items (e.g., replacement Location Collars) at least 5 business days in advance of need.
Order Processing Time
  • Standard Items (Cat Toys, Location Collars): Processed within 1 business day of order placement (excluding weekends and Australian public holidays: ANZAC Day, Christmas Day, New Year’s Day).
  • Smart Cat Toilets: Require an extra 1 business day for pre-shipment checks (e.g., verifying all parts are included, testing sensor functionality to prevent defective units from being shipped).
  • Urgent Requests: If you need an item quickly (e.g., a Cat Toy for a new kitten, a Location Collar after a lost-pet scare), email divide-sober.5t@icloud.com with your order number and “Urgent Pet Supply” in the subject line. We will prioritize processing your order and notify you if expedited shipping is available for your location.
Delivery Details
  • Tracking: A unique tracking number is sent to your email within 24 hours of shipping. You can monitor delivery status via the carrier’s website (Australia Post Tracking for standard shipping, CouriersPlease Track for expedited orders).
  • Packaging Protection:
  • Cat Toys: Packed in durable cardboard boxes with tissue paper to prevent damage to delicate parts (e.g., feather wands, puzzle toy pieces).
  • Location Collars: Sealed in plastic sleeves (to protect from moisture) and placed in padded envelopes to avoid clasp or battery damage.
  • Smart Cat Toilets: Shipped in double-walled cardboard boxes with foam inserts around sensitive components (sensors, power cords) and reinforced corners to withstand transit impacts.
  • Delivery Confirmation: Required for all Smart Cat Toilet orders (value over $100 AUD) and optional for smaller items. If no one is available to sign for a delivery, the carrier will:
  1. Leave a delivery notice with instructions to reschedule or pick up the package from a local depot.
  1. Attempt redelivery once (usually the next business day) before returning the package to us.
Delivery Issues & Claims
  • Lost/Delayed Orders:
  1. First, check the tracking link—carriers often mark items as “in transit” even if delayed, or hold packages for address verification (e.g., missing unit numbers).
  1. If your order is delayed beyond the estimated timeline (e.g., East Coast standard shipping takes more than 5 business days), email us with your order number and tracking ID.
  1. We will file a claim with the carrier and resolve the issue within 3 business days:
  • For time-sensitive items (e.g., Location Collars), we will send a replacement at no cost.
  • For non-urgent items (e.g., Cat Toys), we offer a full refund or replacement—your choice.
  • Damaged Items:
  1. Inspect packages immediately upon delivery—note any damage on the carrier’s delivery receipt (if possible) and take clear photos of the packaging and damaged item.
  1. Email us within 24 hours of delivery with:
  • Your order number.
  • Photos of the damage (packaging + item).
  • A brief description of the issue (e.g., “Smart Cat Toilet sensor cracked,” “Location Collar clasp broken”).
  1. We will send a replacement item free of charge (no need to return the damaged item—we prioritize getting your pet’s essentials to you quickly) or issue a full refund if preferred.