Shipping Policy

Shipping Policy

Last Updated: 17 January 2026

At Trek & Tails, we're committed to getting your pet supplies to you as quickly as possible. We work with trusted suppliers across multiple regions to bring you quality products at great prices.

Important: International Shipping

Please note: Many of our products are sourced from international suppliers and ship directly from their warehouses. This allows us to offer a wider range of premium pet products at competitive prices, but it does mean longer shipping times than traditional Australian retailers.

Shipping Origins & Delivery Timeframes

Our products ship from different locations depending on the supplier. Estimated delivery times to Australian addresses are:

🇦🇺 Ships from Australia

  • Processing: 1-2 business days
  • Metro areas: 3-6 business days
  • Regional areas: 5-10 business days
  • Total estimated delivery: 4-12 business days

🇺🇸 Ships from USA/Canada

  • Processing: 2-3 business days
  • International shipping: 8-15 business days
  • Total estimated delivery: 10-20 business days

🇨🇳 Ships from China

  • Processing: 2-5 business days
  • International shipping: 12-30 business days
  • Total estimated delivery: 15-35 business days

Where does my product ship from? The shipping origin is displayed on each product page. Please check the product description before ordering to see estimated delivery times for that specific item.

Peak Periods & Delays

During busy periods (holidays, sales events, Chinese New Year), international shipping may take longer than estimated. We appreciate your patience during these times.

Shipping Costs

Shipping costs are calculated at checkout based on:

  • Your delivery address
  • The weight and size of your order
  • The shipping origin of your products

We offer standard shipping on all orders. Express shipping may be available for select Australian-origin products.

Order Tracking

Once your order ships, you'll receive a shipping confirmation email with tracking information. International shipments may take 3-7 days to show tracking updates as they clear customs and enter the Australian postal system.

Customs & Import

For international shipments, your order may be subject to customs processing. In most cases, orders under AUD $1,000 are not subject to additional duties or taxes, but customs processing can add 2-5 business days to delivery time.

Delivery Issues

Lost or Delayed Packages

If your package hasn't arrived within the estimated delivery timeframe:

  1. Check your tracking information for the latest updates
  2. Allow an additional 5-7 business days for international shipments (customs delays are common)
  3. Contact us at trekandtailsau@gmail.com or +61 (0) 411 557 207
  4. We'll work with the carrier to locate your package or arrange a replacement

Damaged Packages

If your order arrives damaged:

  1. Take photos of the damaged packaging and products
  2. Contact us immediately at trekandtailsau@gmail.com
  3. We'll arrange for a replacement or refund as appropriate

Incorrect Address

Please ensure your shipping address is correct before completing your order. If you need to update your address after placing an order, contact us immediately at trekandtailsau@gmail.com.

Important: We cannot guarantee address changes once an order has been dispatched. If a package is returned due to an incorrect address, you may be responsible for additional shipping costs to resend the order.

PO Boxes and Parcel Lockers

We can ship to PO Boxes and Australia Post Parcel Lockers. Please provide complete and accurate details when entering your delivery address.

Order Cancellation

If you need to cancel your order, please contact us as soon as possible at trekandtailsau@gmail.com. We'll do our best to cancel before it ships.

Once an order has been dispatched (especially international orders), it cannot be cancelled, but you can return it according to our Refund Policy.

Why International Shipping?

We partner with international suppliers to offer you:

  • A wider range of unique and premium pet products
  • Competitive pricing
  • Access to products not readily available in Australia

We understand longer shipping times require patience, and we truly appreciate your support of our small Australian business!

Questions About Your Order?

If you have any questions about shipping or your order, please contact us:

We're here to help ensure your Trek & Tails order reaches you and your furry friend safely!