Critter Cottage - Special Products For Special Pets

Australian Orders:

How much does shipping cost?
How is my order delivered?
Do you deliver to PO Boxes?
Can I collect my order to save postage costs?
When will I receive my order?
What if I'm paying by cheque or money order?
How will I know if you've shipped my order?
What if an item I have ordered is out of stock?
Can I have my order sent to a different address as a gift?
What if my order gets lost or damaged during shipping?
What if my freight question isn't answered here?

International Orders:
We regret that we are unable to facilitate international orders. We apologise for any disappointment.

Use our pre-purchase shipping calculator to find out the cost of shipping:-

1) Put the product you wish to purchase into your shopping cart by clicking on the "Add to Cart" button on each product page. After clicking on the "Add to Cart" button on the product page, you will automatically be taken to your shopping cart.

2) Scroll down to the bottom of the shopping cart page, where you will see our shipping calculator.

3) Simply enter your postcode and click the "Check Shipping" for an instant quote to ship the items that are in your cart. To find out the cost of shipping multiple products, simply check the shipping calculator after adding the additional product/s to your shopping cart.

Your shipping costs will also be displayed during the checkout process before you are asked to confirm your order and make payment.

Critter Cottage uses a combination of Australia Post and courier delivery services. For your peace-of-mind, all orders are sent using trackable coding and will therefore require a signature on receipt of delivery.

Please ensure that your delivery address is an address where there will be someone available to sign for your package within working hours.

If your goods cannot be signed for at the specified delivery address, they will be delivered to the nearest Australia Post Office or Courier depot for your collection. We are unable to leave your parcel without signature.

Almost all of our products can be delivered to your PO Box. If it's impractical to deliver to a PO Box (as is the case with a few of our larger items), we'll be in touch with you to advise and to obtain alternative delivery details.

Unfortunately we are unable to offer an order collection service at this time.

Order Dispatch:
We endeavour to dispatch all in-stock items within 48 hours of receiving your cleared payment (not including weekends and public holidays).

Order Delivery:
Depending upon your location, post-dispatch delivery times range from one to seven business days (within Australia). Please allow an extra two or three days for delivery during peak times (such as Christmas). For delivery to remote areas please allow an extra two to three business days. There are no deliveries anywhere in Australia on weekends or public holidays.

Location		Approximate Delivery Times * (not including order processing time)
NSW Metro		2-4 business days
NSW Country		2-4 business days
Vic Metro		3-5 business days
Vic Country		3-5 business days
Qld Metro		1-3 business days
Qld Country		1-4 business days
SA Metro		4-6 business days
SA Country		4-6 business days
WA Metro		5-7 business days
WA Country		5-8 business days
NT		5-8 business days
Tasmania		4-7 business days

* PLEASE NOTE: the above delivery times are approximate only and are dependant upon the delivery company's schedule. Delivery times stated above are not applicable for some special order or out of stock products - delivery times for these products will be stated on the individual product information page.

Need it quickly?
We may be able to facilitate urgent shipping, however there will be an additional charge for an express service. Please contact us first to ensure the item is in stock and able to be dispatched immediately.

Unfortunately we are unable to dispatch your order until your cleared payment has been received. Please allow additional time for us to receive your money order or cheque, and for your payment to clear. Money order payments are cleared within 48 hours of receipt, cheques may take up to five business days to clear.

When you placed your order you entered your email address. We will send two emails to this address; one to confirm that we have received your order and are currently processing it, and a second to advise once your order has been shipped.

Current Out-of-Stock Status:
If an item has a current out-of-stock status, a message will be posted on the product's information page. You may still order the product, but the out-of-stock item/s will be placed on backorder.

If your order consists of both in-stock and out-of-stock items, the in-stock order items will be processed and dispatched as usual, whilst your backorder items will be dispatched as soon as new stocks have been received into store. You will not be charged any additional shipping charges for the separate parcel dispatch.

In the unusual event that we are not able to supply your backorder item by the expected date, we will contact you to advise and offer the option of cancelling your backorder item/s.

Unexpected Out-of-Stock Status:
Whilst we make every effort to ensure items are in stock or that an out-of-stock message is posted on the product description page, unexpected demand can ocassionally mean that we are unable to fulfill your order immediately (orders are fulfilled on a first-come, first-serve basis).

If this is the case, your in-stock order items will be dispatched and we will email you to advise you of the out-of-stock status and the expected re-stock date. You will be given the option of cancelling any unexpected out-of-stock items from your order. You will not be charged any additional shipping charges for the separate parcel dispatch.

Of course! Simply enter the gift recipient's details in the delivery address section. Use the "special instructions" field to tell us it's a gift and we'll send the gift to the recipient and the receipted invoice to you. Please note that although we can ship to a different address, your billing address must be the same as that provided to your credit card provider.

Despite the volume of freight both Australia Post and our couriers handle, it is extremely rare for an order to be lost. Whilst most orders are delivered within one to seven business days, we do ask that you allow up to 10 business days for your order to be delivered, particularly at busy peak times such as Christmas.

Lost Items:
As most of our items are sent requiring signature delivery confirmation, if you are not available to sign for your package it may be taken back to your local delivery post office to await your collection. A notice to this effect should be left at your address, however, this may have been overlooked by the delivery officer. Therefore, if your order has not been delivered within ten days, the first step you should take is to contact your local delivery post office to ensure that your parcel is not there awaiting your collection.

If your local delivery post office is not holding your parcel, please then send us an email to advise that your parcel has not yet arrived. To assist us with tracking your parcel, please include the following information:-

* The date of the order
* The order number
* Your name
* The requested delivery address

We will then place an investigation request with the delivery company. If we fail to locate your parcel within 21 business days of dispatch, we will send you a replacement order.

Please note that if any item is returned to us undelivered or uncollected, unless we have made an error in addressing the parcel, you will be responsible for re-delivery postage charges.

Damaged Items:
We take great care in packaging your order to ensure it is not damaged in transit. In the unlikely event your order arrives damaged, please contact us to advise. We will issue you with a Return Merchandise Authorisation (RMA) code and ask you to return the item to us, including all original packaging material. Once we have received and inspected the item for transit damage we will dispatch a replacement item to you. Please take care opening your parcel, as items that are found to have sustained damage after delivery will not be replaced.

Simply email your freight question to customercare@crittercottage.com.au and we'll endeavour to answer it within 2 business days.