Shipping policy

Thank you for shopping with Urban Pet Care. We aim to process and ship your order as quickly and smoothly as possible.

Shipping Rates
We offer flat rate shipping of $10.00 AUD for orders up to 5kg.
Free shipping is available on orders over $100 AUD when advertised on our website.

Processing Time
Orders are processed and dispatched within 1–2 business days, excluding weekends and public holidays. All other closure dates will be advised accordingly.

Delivery Time
Once dispatched, orders typically arrive within 2–8 business days depending on your location. Delivery times may vary during peak periods or due to courier delays outside of our control.

Courier Services
Orders are shipped via AusPost. Once your order has been dispatched, delivery is the responsibility of the courier.

Order Tracking
Tracking details will be provided via email once your order has been shipped, where available.

Address Accuracy
Please ensure your shipping address is entered correctly at checkout. Urban Pet Care is not responsible for orders delivered to incorrect or incomplete addresses provided by the customer. If an order is returned to us due to an incorrect address, additional shipping fees may apply to resend the order.

Order Changes
Once an order has been placed, it cannot be changed or cancelled. Please review your order carefully before completing checkout.

Lost or Delayed Parcels
Urban Pet Care is not responsible for parcels that are delayed, lost, or damaged in transit once they have been handed over to the courier. Any replacement or refund for lost or damaged items is at the discretion of Urban Pet Care.

Dispute & Communication Clause
Urban Pet Care requires customers to contact us directly within a reasonable timeframe if there are any issues relating to their order, including delivery, damage, or incorrect items. If no contact is made within 24 hours of confirmed delivery, the order will be deemed received in satisfactory condition and without fault.

Failure to contact Urban Pet Care prior to initiating a chargeback removes the opportunity for resolution and will be considered acceptance of the order as fulfilled.

Damaged Items
If your order arrives damaged, please contact us within 48 hours of delivery with photos of the item and packaging so we can assist you.