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FAQs


Account

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Ordering

You can email us here or call us on (03) 9028 2299.
We will reply your emails within 24 business hours.
Our call centre is open between 9.00am – 5.00pm, Monday - Friday.
Visa, MasterCard and PayPal.
We are unable to receive payments using Direct Deposit at this time.
Absolutely. We engage Securepay (a subsidiary of Australia Post) as the payment gateway service provider to secure all aspects involving customer payment via credit cards. Your credit card detail is transmitted by SSL (Secure Socket Layer) directly to a secure electronic vault.

Shipping & Delivery

Once your order has been dispatched from our warehouse, you will be notified via email with a tracking number. Follow the instructions and you will be able to track your order.
Anywhere within Australia. Unfortunately we cannot ship to PO Boxes as all the orders are shipped via courier, not Australia Post.

Southeast Metro Rates

We offer FREE SHIPPING to METRO AREAS in Melbourne, Sydney, Adelaide, Geelong, Ballarat, Bendigo and Mornington for orders of $79 or above.
Shipping is capped at $6.95 if the order is under $79.

Everywhere else

Outside those areas listed above, shipping cost varies depending on your location and the weight of your order. Your final shipping cost will be displayed in your checkout page before you proceed to payment so that you will know exactly how much shipping you are paying for. We do not deliver outside of Australia.

Delivery times

The cut-off time for same day dispatch is 12.00pm on any weekday, as long as the items are in stock and ready to go. Orders that are placed thereafter are dispatched within 24 hours. Once orders have left our warehouse, the estimated delivery times are:

  • Melbourne, Sydney and Adelaide: 1-3 business days
  • Hobart: 2-4 business days
  • Brisbane: 3-5 business days
  • Perth: 5-7 business days
  • Regional hubs (eg. Geelong, Newcastle and Bendigo): 2-4 business days
  • Remote regional areas: 1-2 weeks

Delivery for frozen raw food

Frozen raw food is only available to customers in selected suburbs in the metro areas of Melbourne. In order to keep it fresh, raw food is delivered by our in-house drivers during weekends. Orders placed before Thursday 12pm will be delivered on the same weekend. Our driver will notify you of the approximate arrival time prior to each delivery.

For your convenience, we do not require a signature upon delivery. We understand your busy schedule and that you may not always be home to receive your delivery so our drivers will be leaving your package at your front door. However, should any problems arise, please do not hesitate to contact us and we will be very happy to address any issues with you.

If you are concerned about your order being stolen when you are not home, please let us know and we will accomodate this for you.

Returns

Subject to the conditions set out below, Paws Express will happily offer you a refund or store credit if the product you purchased from us is defective or there is a change of mind.

In most cases, if there is a change of mind, you can return any unopened products in its original condition/original packaging, within 30 days of receipt, and we will then arrange our courier to pick up your items and issue you store credit , less shipping. Because of the way couriers work, shipping back to us will cost more than shipping it out to you. We will let you know the shipping cost before we issue you the return number. Shipping cost incurred to return the products to us will be deducted from the store credit we issue to you. Please note that if you arrange your own delivery to return any items to us, we would not be responsible for missing or damaged returns.

Please refer to Returns for more information.

Unfortunately due to health policies, we cannot offer store credit or exchanges on food, treats or any edible items that are opened. However, if your pets became sick due to the food products you purchased from us, please contact us as soon as possible. We will contact the manufacturer and we will work together to resolve the issue.

Company Info

Paws Express is the ultimate online pet store that stocks all the leading brands and delivers them to you and your family pets in Melbourne, Sydney and Adelaide.

We often hear pet owners complain about shopping for their pets. Either the price is too high, the 15kg bag of dog food is too heavy to handle, or work is simply too busy and we forget to get more cat litter as it is running out.

That's why we founded Paws Express - because we believe we can create a much better shopping experience for you and your pets.

There are a lot more reasons you should shop with Paws Express. But the truth is, you will never find out unless you start today!