Shipping policy

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Trek & Tails 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

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 can mean longer shipping times than typical Australian retailers.

Please read carefully to understand delivery expectations, costs, and customs responsibilities.

Shipping Origins & Delivery Timeframes

All products ship from the supplier’s warehouse. 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 your specific item.

Peak Periods & Delays

During busy periods such as holidays, sales events, and Chinese New Year, international shipments may take longer than the estimated delivery times. We appreciate your patience during these periods.

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 when available.

  • Some international shipments may take 3–7 days to show tracking updates as they clear customs and enter the Australian postal system.

  • Not all orders include tracking, particularly from international suppliers.

Customs & Import

For international shipments, the customer is the Importer of Record (IOR). This means:

  • You may be required to pay customs duties, taxes, or fees imposed by Australian authorities.

  • Customs processing can add 2–5 business days (or more) to delivery.

  • Trek & Tails is not responsible for additional customs charges.

Note: Since Trek & Tails is not GST-registered, GST is not collected at checkout. However, customers remain responsible for any applicable customs fees.

Lost, Damaged, or Delayed Packages

Lost Packages:
If your package hasn’t arrived within 40 business days from dispatch, please contact us. International shipments may take longer due to customs.

Damaged Packages:
If your order arrives damaged:

  1. Take photos of the damaged packaging and products

  2. Contact us immediately at trekandtailsau@gmail.com
    We’ll arrange a replacement or refund as appropriate.

Incorrect Address:
Please ensure your shipping address is correct before completing your order. 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 & 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

You may cancel your order before it ships. Once an order has been dispatched, it cannot be cancelled for change-of-mind reasons, including international orders.

  • Faulty, damaged, or incorrect items are eligible for return or replacement under our Refund Policy.

Why International Shipping?

We partner with international suppliers to provide:

  • A wider range of unique and premium pet products

  • Competitive pricing

  • Access to products not readily available in Australia

We appreciate your patience with longer shipping times and thank you for supporting our small Australian business!

Questions About Your Order?

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

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

✅ Features in this version based on your info

  • Clarifies GST not collected

  • States customer is IOR

  • Defines parcel lost after 40 business days

  • Keeps friendly, professional tone

  • Protects you legally under ACL

  • Clear tracking, cancellation, and customs instructions