If you order both dry and raw products in the one order – they will arrive separately.
DRY GOODS: Orders are usually at the post office by mid morning on business days (yes, we start at ‘stupid o’clock to get them done in time for the first Australia Post pickup). Orders are generally shipped within 24 hours (except weekends).
After that, we’re at the mercy of Australia Post. Please allow 5 business days for them to do their thing ?
RAW PRODUCTS: All raw products are shipped by third party cold chain logistics – to keep your food fresh in transit. This will usually take longer than the dry goods (lucky your doggo will have treatos while patiently waiting!). Depending on what day you order – some raw deliveries can take up to 10 days.
Raw deliveries can occur on weekends and will be left on your front porch or other suitable area – please be aware on hot days, the products could spoil if left too long. Put them straight into the freezer to extend their shelf life.
Order Confirmation & Tracking Info:
If you ordered both dry and raw goods, you should receive two separate tracking numbers for each order number on your order confirmation email – they are delivered separately.
Updates are automatically sent to the email address you provided at the checkout. Please check your spam or junk folder for tracking info.
If the tracking notes that your order has been delivered – please request further clarification from your local post office. They will be much better placed to advise on the delivery than us.
If the parcel is delayed – please be patient. Australia Post are (mostly) doing an excellent job – however sometimes a parcel slips through the cracks. With the increased parcel volume at the moment, they will not investigate a missing article until it’s 14 business days late (i.e. PAST the expected delivery date)… Yeah I know ?, but there’s nothing we can do at this end until that time has passed. Once the required time has lapsed, please Contact Us and we can launch an enquiry with Australia Post.
If the address entered at the checkout was incorrect or incomplete and the article is returned to us, we require an additional postage fee to resend the article. This might seem a little hectic, but we already absorb a fair chunk of the shipping costs and cant afford to do it twice ?
Being lowly old humans, we do sometimes make packing errors ?
Please Contact Us and advise what was missing from your order and we’ll rectify the situation.
Please note, if you ordered a combo pack (Chew Packa etc) the contents of these packs are seasonal and constantly changing – so you may not have received what you ordered last time. The product pages contain all the options that might be included in these packs – so please check them first ?