Shipping policy
Last updated: 22 August 2026
This policy applies to all orders from superpets.co, operated by Obsidian Pty Ltd trading as Superpets. It forms part of our Terms of Service and does not limit your rights under the Australian Consumer Law.
1. Where we ship
We ship Australia-wide, including PO Boxes and Parcel Lockers.
We do not currently ship internationally. If you're outside Australia and would like to order, email us at hello@superpets.co and we'll let you know when we can deliver to you.
We cannot deliver to some remote locations. If we can't ship to your address, we will contact you and refund you in full.
2. Processing times
- We dispatch orders within 1–2 business days of receiving them.
- Orders placed on weekends or public holidays are processed from the next business day.
- During sales, product launches or peak periods, dispatch may take up to 3 business days. We will say so on the site when that applies.
We don't offer same-day dispatch. You'll get a tracking email as soon as your order leaves us.
Business days are Monday to Friday, excluding Victorian public holidays.
3. Shipping options and costs
| Service | Cost | Estimated delivery after dispatch |
|---|---|---|
| Standard shipping | $15.00 | See estimates below |
| Express shipping | $20.00 | See estimates below |
| Standard shipping on orders over $75 | Free | See estimates below |
| Standard shipping on all subscription orders | Free | See estimates below |
Free standard shipping applies automatically to any order over $75, and to every subscription order regardless of order value. You don't need a code.
If you'd like express delivery on an order that qualifies for free standard shipping, you can upgrade at checkout for $20.00.
Shipping costs are shown at checkout before you pay. All prices are in AUD and include GST.
4. Estimated delivery times
Estimates are from dispatch, not from when you place the order.
| Destination | Standard | Express |
|---|---|---|
| Melbourne metro | 1–3 business days | 1–2 business days |
| Sydney, Adelaide, Canberra metro | 2–5 business days | 1–2 business days |
| Brisbane metro | 3–6 business days | 2–3 business days |
| Perth, Hobart, Darwin metro | 4–8 business days | 2–4 business days |
| Regional and rural | 5–10 business days | 3–6 business days |
| Remote areas (incl. NT, far north QLD, remote WA) | 7–14 business days | 5–8 business days |
These are estimates provided by our carriers, not guarantees. Under the Australian Consumer Law we must deliver within the timeframe we agreed with you or, if no timeframe was agreed, within a reasonable time. If delivery is taking unreasonably long, contact us and we will chase the carrier, resend the order, or refund you.
5. Carriers and tracking
We use a range of carriers, including Australia Post and other Australian couriers. We choose the carrier for each order based on the destination and what gives you the fastest reliable delivery. You can't select a specific carrier at checkout.
Every order is sent with tracking. You will receive a tracking number and a link by email when your order is dispatched. Tracking can take up to 24 hours to show movement after the label is created.
6. Delivery, risk and authority to leave
- Someone may need to be present to sign for your parcel, depending on the service and the carrier's discretion.
- Risk in the products stays with us until the order is delivered to you or to your nominated address.
- If you give an Authority to Leave (via us or directly with the carrier), the parcel may be left unattended at your address. Where you have given that instruction, we are not responsible for loss or damage after the parcel is left, though we will still help you lodge a claim with the carrier.
- If no one is available and no Authority to Leave applies, the carrier will leave a card and hold the parcel at a collection point. Uncollected parcels returned to us can be resent at your cost, or refunded less our original shipping cost.
7. Delays, lost and damaged parcels
Delayed
If your tracking hasn't updated for 5 business days, email us at hello@superpets.co with your order number and we will investigate with the carrier.
Lost
If a parcel is confirmed lost in transit, we will resend your order or refund you in full — your choice. There is no cost to you. Carrier investigations usually take 5–10 business days and we will keep you posted.
Damaged
If your order arrives damaged, email us within 7 days of delivery with photos of the product and the packaging. We will send a replacement or refund you at no cost. Please keep the damaged item until we confirm we no longer need it. Reporting after 7 days does not remove your ACL rights.
Weather and disruption
Extreme weather, natural disasters, industrial action and carrier network issues can cause delays outside our control. We will keep you informed and, where a delay becomes unreasonable, offer a resend or a refund.
8. Incorrect addresses
Please check your address carefully at checkout. If you spot a mistake, email us immediately at hello@superpets.co — we can usually correct it before dispatch.
If a parcel is undeliverable or returned because of an incorrect or incomplete address you provided, we will refund the product price once the parcel is back with us. Reshipping is charged at standard rates.
9. Splitting orders
If part of your order is out of stock, we may ship the available items first and send the rest when stock arrives, at no extra cost to you. We will let you know if this happens, and you can choose to wait and receive everything together, or cancel the unfilled portion for a refund.
10. Subscription deliveries
Subscription orders ship on your selected cycle. You will get a reminder email 3 days before each order is processed, and you can skip, pause, reschedule or cancel from your account at any time. See our Terms of Service for full subscription terms.
11. Storing your products
Please store Superpets products in a cool, dry place out of direct sunlight and keep them sealed between uses. If a delivery has been left in extreme heat and you're concerned about the product, contact us — we will replace it.
12. Contact
Superpets — Obsidian Pty Ltd
Email: hello@superpets.co
We respond within 1 business day.