Currently we offer free shipping to all Metro addresses.
There is a shipping charge to NT, TAS & WA, and any non-Metro addresses due to higher delivery costs to these areas.
Before you make your purchase, you can easily check how much the delivery charge will be to your address when you place an item into your cart and enter your postcode. The shipping charge will be automatically calculated.
We usually dispatch your order within 1-3 working days. Items on pre-order will be dispatched after we have them ready to ship, this information will be displayed on the product page and in your order notes.
We use multiple carriers depending on the volume size of your parcel. In most metro areas of major cities you can expect your order within 1-2 business days from the day of dispatch.
Outside of metro areas delivery may take longer – it could take up to 5 working days. For regional locations it will take up to 1-2 weeks to arrive, however in general it doesn’t take longer than 7 business day.
All shipments include transparent tracking. You will get emails/SMS notifications from Shippit with an estimated delivery day. Please allow up to 48h for tracking to be updated. Please note that sometimes ETA is just an estimate and your parcel may arrive faster or if there is a disruption on the way a few days later after ETA.
We use Aramex, Allied Express and Couriers Please for most our parcels, depending on the postcode and on the volume size of the parcels. Feel free to email us or add a request into the order notes if you prefer a particular courier company. If possible we will use your preferred courier company. We are not able to use Australia Post for our parcels. Specifically, Tok Tok cat tree exceeds the volume size limit.
Carriers are instructed to get a signature unless you’ve provided authority to leave.
Please note: Courier drivers might not call you upon arrival.
If you are not home on the delivery day, you can opt for ‘authority to leave’ your goods on your property without a signature on delivery so that your order is waiting for you the moment you get home. This is safe to do so only if there is a suitable place on your premises. It’s also important to ensure there is a clear instruction about where to leave your goods in order notes you will find on checkout page. In this case we are not liable for any loss or damage to the parcel.
Please bear in mind that these locations are generally not suitable for this option:
- Addresses where there is high foot traffic
- Addresses where the property is close to the main street
- Apartments that are not accessible for delivery
- Apartment mailrooms where no one is in attendance
- Locations where there is no protection from weather or pets
Absolutely! The fastest way to arrange a re-delivery is to contact the carrier directly. You will find details (tracking number) in email send by Shippit, our delivery partner. Carriers will typically arrange re-delivery starting from the next business day onward.
Please note that for most courier companies you will need to select one of these options for re-delivery or collection:
~ Collect from a Local Collection point near you. (Photo ID required)
~ Collect from local depot
~ Re-Deliver to original address
(Receiver Must be Present!)
~ Please leave in my absence
~ Delivery to an alternative address
(Receiver Must be Present!)
If re-delivery fails 2x or you will not pick up your order within 7 business days, your parcel will be send back to us!
In this case, we will need to wait for your parcel to return at our address and dispatch it again. This will come at the cost.
Unfortunately, items are occasionally damaged in transit. If an item arrives and the packaging or the item itself is clearly and significantly damaged, we suggest you to take photos or video showing the damage of the item and packaging, refuse to accept the delivery and contact us immediately.
Damage claims are time sensitive so make sure you report any damage within 24 hours!
Uh oh – received this email? There are several reasons why the driver might return your parcel.
You will receive email notifying you of an attempted or failed delivery and usually have a few days to make contact with the courier before they’ll return it to the sender.
A few of the main reasons are listed below.
To avoid this, ensure all the relevant info is provided at the time of making the purchase!
~ it’s a business address and the business name is missing
~ it’s a business address and the floor level is missing
~ the driver cannot access the property i.e security gated and no instructions or authority to leave provided
~ animals are in the yard and the driver cannot get in safely
~ the address is an apartment block and the unit number is missing from the order
~ there’s been a problem with your package and the goods need to be returned to the sender
~ If you have now received the ‘returned to sender’ email, unfortunately it’s too late for us to intercept it now. Sorry. The best thing to do is contact us for further help with your order!
~ If you have problems with your delivery, please contact us and we’ll always work with you to address any issues.
We do not currently ship outside of Australia.