📦 Shipping Policy
✅ Shipping Information
The buyer is responsible for ensuring all shipping information provided at the time of checkout is correct. Pixie Paws Pets is not liable for parcels delayed, returned, or lost due to incorrect or incomplete shipping details.
🚚 Shipping Rates (Effective from 27/06/2025)
- 0kg – 2.9kg: $11.99
- 3kg – 4.9kg: $12.99
- 5kg and above: $14.99
Please Note: Our Subscription Parrot Ripper Boxes include free standard shipping.
🏪 Local Pickup
Local Pickup is available and usually ready within 24 hours.
Once your order is prepared, you’ll receive an Order Ready for Pickup email.
As we operate by appointment only, please reply to that email or contact us directly to arrange a suitable pickup day and time.
Pixie Paws Pets is not open to the public for walk-ins — pickups must be pre-arranged.
📬 Tracking Your Order
All orders include tracking. Once your order has been fulfilled, you'll receive an Order Update and Shipping email with your tracking number.
You can track your parcel anytime using the link below:
🔗 Track your order via Australia Post
If you have any concerns about your delivery, feel free to get in touch with us.
⏳ Shipping Timeframes
Please allow 3–15 business days from fulfilment for your order to arrive.
Most orders arrive within 7 business days.
If your order hasn't arrived after 15 business days, please contact us.
📦 Order Processing Time
We’re committed to getting your order packed and shipped as quickly as possible.
Orders placed before 12pm (local time) are usually shipped same day.
Orders placed after 12pm will typically be shipped the next business day, excluding weekends and public holidays.
During busy periods, such as holidays or sales, processing times may take a little longer. We appreciate your patience and will always do our best to get your order to you as soon as possible.
✏️ Incorrect or Changed Address
If you’ve entered the wrong or incomplete address, please contact us as soon as possible.
- Once an order has been shipped, the address cannot be changed.
- If a parcel is returned to us due to an incorrect address, you’ll need to pay the shipping fee again to have it resent.
- Original shipping fees are non-refundable.
❌ Order Cancellations (Before Shipping)
Orders may be cancelled before they are packed or shipped.
However, we only offer store credit or exchange for change-of-mind cancellations — we do not offer refunds.
❌ Order Cancellations (After Shipping)
Orders cannot be cancelled once shipped.
If you no longer want the order, you may return it at your expense after it arrives.
We offer store credit only for returned items, provided they are:
- Unopened
- In good, resalable condition
Please note: We do not refund original or return shipping fees.
🔄 Changing or Adding Items to an Order
Yes — but only if your order has not been packed or shipped.
Depending on the additional items, you may need to pay extra shipping.
If any shipping adjustments are required, they must be paid before your order can be sent.
🚫 Western Australia & Tasmania – Prohibited Items
Some products can not be shipped to Western Australia or Tasmania due to strict quarantine restrictions.
If your order includes prohibited items:
- We’ll contact you via email or phone to discuss alternatives.
- You can choose to swap the item for another product of equal or higher value, or
- We can apply the value as store credit to your account.
Please Note: Your order will not be shipped until a solution is confirmed.
Prohibited items are clearly marked on their product pages.
For example, under the 📦 Shipping Info tab, items that cannot be shipped to WA or TAS include this note:
🚫 Please Note: This item cannot be shipped to Tasmania or Western Australia due to biosecurity regulations. - Learn more
👉 For full details, please see our WA & TAS Restrictions page.
⚠️ Customs, Quarantine, and Import Responsibility
Buyers are responsible for any customs duties, quarantine fees, or fines that may apply.
Pixie Paws Pets takes no responsibility for:
- Charges incurred due to restricted imports
- Items seized by quarantine
- Fines issued by customs or import authorities
