Shipping & Delivery
Shipping Policy
Order Processing
Once your order is placed and payment is confirmed, our fulfilment team begins preparing your items for dispatch. Processing time is separate from, and in addition to, delivery transit time. We work Monday to Friday to get your order on its way as quickly as possible.
Your order enters our fulfilment queue immediately upon successful payment. You'll receive an order confirmation email with your order number and a summary of items purchased.
Picking, quality checks, and packaging of your items. Orders placed on weekends or public holidays begin processing on the next available business day.
Once your order ships, you'll receive a dispatch confirmation email containing your tracking number and a direct link to monitor your shipment.
Your order arrives within an estimated 6–12 business days from the date of dispatch.
Delivery Timeframes
| Destination | Shipping Cost | Est. Delivery | Tracking |
|---|---|---|---|
| Australia (all states & territories) | Free | 6–12 business days after dispatch | Included |
Delivery times are estimates and may vary due to carrier delays, weather conditions, or high-volume periods. No minimum order value is required to qualify for free shipping.
Adding processing (1–2 business days) and delivery transit (6–12 business days) together, most orders arrive within approximately 7–14 business days of being placed.
Tracking Your Order
Once your order has been dispatched, you'll receive a confirmation email containing your tracking number so you can follow your delivery to your door. Please allow a short period after dispatch for tracking information to first appear in the carrier's system — this is normal and does not indicate a problem with your order.
Shipping Regions
We currently ship to addresses within Australia only. Free tracked shipping applies equally across the country, with no additional charge for regional or remote areas.
| Region | Coverage |
|---|---|
| New South Wales, Victoria, Queensland, Western Australia, South Australia, Tasmania, ACT, Northern Territory | ✓ Free tracked shipping, no additional cost |
| International addresses | ✗ Not currently available |
Customs & Duties
Beyond Pets ships domestically within Australia only, so no customs duties or import taxes apply to any order. All prices shown at checkout are final — there are no hidden import fees.
Split Shipments
If your order contains multiple items, they may be shipped separately depending on availability. You may receive more than one tracking number in this case — no additional shipping costs apply.
Incorrect Shipping Address
Changes are only possible within 24 hours of placing your order, and only before it has entered processing. Contact us immediately at support@beyond-pets.com.
Package Issues
While the vast majority of orders arrive safely and on time, we understand issues can occasionally occur. Please reach out for the relevant scenario below so we can help as efficiently as possible.
Lost or delayed
- Check your tracking information first
- If it hasn't arrived after the estimated timeframe, contact us
- We'll investigate with the carrier and keep you informed
Wrong or damaged item
- Contact us with your order number and photos
- See our Returns & Refunds Policy for full details
- We'll work with you on a repair, replacement, or refund
Contact Us
Our support team is available Monday to Friday, 9:00 am – 5:00 pm (AEST), and aims to respond to all emails within 24 business hours. Please always include your order number in any correspondence so we can assist you as quickly as possible.
Business Information
Email: support@beyond-pets.com
Phone: +61 480 009 478
Customer Service Hours (AEST): Mon–Fri 9:00 a.m.–5:00 p.m. · Sat–Sun Closed
Shop Name: Beyond Pets · Company: Robers E-Com · KvK: 84651040 · VAT: NL003994766B35
Address: De Voskamp 5, 7552 GD Hengelo, Netherlands