Shipping policy
Shipping Policy
At Pure Pantry Pets, we carefully pack and send our freeze-dried pet food and treats from Queensland, Australia.
Please read our Shipping Policy before placing an order.
Shipping Within Australia
Pure Pantry Pets currently ships within Australia only.
We use Australia Post to deliver our orders.
At this stage, we do not offer international shipping.
Dispatch Times
We aim to pack and dispatch orders as quickly as possible.
Most orders are dispatched within 1–3 business days, unless otherwise stated on our website or product page.
During busy periods, sales, public holidays, or unexpected delays, dispatch times may be slightly longer.
Business days do not include weekends or public holidays.
Delivery Times
Delivery times depend on your location and Australia Post’s delivery network.
Once your order has been dispatched, delivery timeframes are controlled by Australia Post and may vary depending on your area.
Estimated delivery times are a guide only and are not guaranteed.
Delays may occur due to:
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Australia Post delays
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public holidays
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extreme weather
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incorrect delivery details
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high-volume periods
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regional or remote delivery locations
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events outside our control
Pure Pantry Pets is not responsible for delivery delays once an order has been handed to Australia Post.
Tracking
Where tracking is available, you will receive tracking details after your order has been dispatched.
Please use your tracking number to follow the progress of your parcel through Australia Post.
If your tracking shows that your parcel has been delivered but you have not received it, please check around your property, with household members, neighbours, your local post office, or Australia Post directly.
Delivery Address
Please ensure your delivery address is correct before placing your order.
Pure Pantry Pets is not responsible for parcels that are delayed, lost, returned or delivered incorrectly due to an incorrect or incomplete address entered at checkout.
If you notice an error in your address after ordering, please contact us immediately at:
We will do our best to help, but we cannot guarantee changes can be made once an order has been packed or dispatched.
Authority to Leave
Australia Post may leave your parcel in a safe place if permitted or where delivery rules allow.
Once Australia Post marks a parcel as delivered, Pure Pantry Pets is not responsible for parcels that are lost, stolen, damaged, exposed to weather, or taken from the delivery location, unless required under Australian Consumer Law.
If you are concerned about parcels being left unattended, we recommend using a secure delivery address.
PO Boxes & Parcel Lockers
We can ship to Australian PO Boxes and Parcel Lockers where accepted by Australia Post.
Please ensure all details are entered correctly at checkout.
Returned Parcels
If your parcel is returned to us due to an incorrect address, failure to collect, refusal of delivery, or Australia Post being unable to complete delivery, we will contact you once the parcel is received back.
You may be required to pay an additional shipping fee to have the order resent.
Original shipping fees are non-refundable unless required under Australian Consumer Law.
Damaged Parcels
Please inspect your order when it arrives.
If your parcel or product arrives damaged, please contact us within 48 hours of delivery at:
Please include:
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your order number
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photos of the damaged item
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photos of the shipping box or satchel
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photos of the product label
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a clear description of the issue
Please keep all packaging until the issue has been reviewed, as Australia Post may require evidence for a claim.
Missing Parcels
If your parcel appears to be missing, delayed or lost, please check your tracking details first.
You may need to contact Australia Post directly with your tracking number for further information.
Pure Pantry Pets will assist where possible, but we are not responsible for parcels lost or delayed by Australia Post once they have been dispatched, unless required under Australian Consumer Law.
Heat, Weather & Delivery Conditions
Our products are freeze-dried and shelf-stable, but they should still be stored correctly once delivered.
Please bring your parcel inside as soon as possible after delivery and store products in a cool, dry place away from heat, moisture and direct sunlight.
Pure Pantry Pets is not responsible for product deterioration caused by parcels being left outside, exposed to weather, heat, moisture, animals, pests, or unsafe delivery locations after delivery has been completed.
Order Cancellations Before Shipping
If you need to cancel your order, please contact us as soon as possible.
If your order has not yet been packed or dispatched, we may be able to cancel it and issue a refund.
Once an order has been packed, dispatched or handed to Australia Post, we are unable to cancel it.
Shipping Fees
Shipping fees are shown at checkout before payment is completed.
Shipping fees are non-refundable once an order has been dispatched, unless required under Australian Consumer Law.
Contact Details
For shipping enquiries, please contact us at:
Email: purepantryau@gmail.com
Postal Address:
Pure Pantry Pets
PO Box 904
Upper Coomera QLD 4209
Australia