Australian
Orders:
How
much does shipping cost?
How
is my order delivered?
Do
you deliver to PO Boxes?
Can
I collect my order to save postage costs?
When
will I receive my order?
What
if I'm paying by cheque or money order?
How
will I know if you've shipped my order?
What
if an item I have ordered is out of stock?
Can
I have my order sent to a different address as a gift?
What
if my order gets lost or damaged during shipping?
What
if my freight question isn't answered here?
International
Orders:
How
much does shipping cost?
When
will I receive my order?
What
about customs duties, import taxes and import laws?
How
will I know if you've shipped my order?
What
if an item I have ordered is out of stock?
Can
I have my order sent to a different address as a gift?
What
if my order gets lost or damaged during shipping?
What
if my freight question isn't answered here?
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Use
our pre-purchase shipping calculator to find out the cost of shipping:-
1)
Put the product you wish to purchase into your shopping cart by
clicking on the "Add to Cart" button on each product
page. After clicking on the "Add to Cart" button on
the product page, you will automatically be taken to your shopping
cart.
2)
Scroll down to the bottom of the shopping cart page, where you
will see our shipping calculator.
3)
Simply enter your postcode and click the "Check Shipping"
for an instant quote to ship the items that are in your cart.
To find out the cost of shipping multiple products, simply check
the shipping calculator after adding the additional product/s
to your shopping cart.
Your
shipping costs will also be displayed during the checkout process
before you are asked to confirm your order and make payment.
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Critter
Cottage uses a combination of Australia Post and courier delivery
services. For your peace-of-mind, all orders are sent using
trackable coding and will therefore require a signature on receipt
of delivery.
Please
ensure that your delivery address is an address where there
will be someone available to sign for your package within working
hours.
If
your goods cannot be signed for at the specified delivery address,
they will be delivered to the nearest Australia Post Office
or Courier depot for your collection. We are unable to leave
your parcel without signature.
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Almost
all of our products can be delivered to your PO Box. If it's impractical
to deliver to a PO Box (as is the case with a few of our larger
items), we'll be in touch with you to advise and to obtain alternative
delivery details.
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Unfortunately
we are unable to offer an order collection service at this time.
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Order
Dispatch:
We endeavour to dispatch all in-stock items within 48 hours
of receiving your cleared payment (not including weekends and
public holidays).
Order
Delivery:
Depending upon your location, post-dispatch delivery times range
from one to seven business days (within Australia). Please allow
an extra day or two for delivery during peak times (such as
Christmas). For delivery to remote areas please allow an extra
two to three business days. There are no deliveries anywhere
in Australia on weekends or public holidays.
| Location |
 |
Approximate
Delivery Times *
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| NSW
Metro |
|
2-3
business days |
| NSW
Country |
|
2-3
business days |
| Vic
Metro |
|
3-4
business days |
| Vic
Country |
|
3-4
business days |
| Qld
Metro |
|
1-2
business days |
| Qld
Country |
|
1-3
business days |
| SA
Metro |
|
4-5
business days |
| SA
Country |
|
4-5
business days |
| WA
Metro |
|
5-6
business days |
| WA
Country |
|
5-7
business days |
| NT |
|
5-7
business days |
| Tasmania |
|
4-5
business days |
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*
Please note, the above delivery times are not applicable
for some special order products - delivery times for these
products will be stated on the individual product information
page. |
Need it quickly?
We may be able to facilitate urgent shipping, however there will
be an additional charge for an express service. Please contact
us first to ensure the item is in stock and able to be dispatched
immediately.
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Unfortunately
we are unable to dispatch your order until your cleared payment
has been received. Please allow additional time for us to receive
your money order or cheque, and for your payment to clear. Money
order payments are cleared within 48 hours of receipt, cheques
may take up to five business days to clear.
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When
you placed your order you entered your email address. We will
send two emails to this address; one to confirm that we have received
your order and are currently processing it, and a second to advise
once your order has been shipped.
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Current
Out-of-Stock Status:
If an item has a current out-of-stock status, a message will be
posted on the product's information page. You may still order
the product, but the out-of-stock item/s will be placed on backorder.
If
your order consists of both in-stock and out-of-stock items, the
in-stock order items will be processed and dispatched as usual,
whilst your backorder items will be dispatched as soon as new
stocks have been received into store. You will not be charged
any additional shipping charges for the separate parcel dispatch.
In
the unusual event that we are not able to supply your backorder
item by the expected date, we will contact you to advise and offer
the option of cancelling your backorder item/s.
Unexpected
Out-of-Stock Status:
Whilst we make every effort to ensure items are in stock or that
an out-of-stock message is posted on the product description page,
unexpected demand can ocassionally mean that we are unable to
fulfill your order immediately (orders are fulfilled on a first-come,
first-serve basis).
If
this is the case, your in-stock order items will be dispatched
and we will email you to advise you of the out-of-stock status
and the expected re-stock date. You will be given the option of
cancelling any unexpected out-of-stock items from your order.
You will not be charged any additional shipping charges for the
separate parcel dispatch.
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Of
course! Simply enter the gift recipient's details in the delivery
address section. Use the "special instructions" field
to tell us it's a gift and we'll send the gift to the recipient
and the receipted invoice to you. Please note that although we
can ship to a different address, your billing address must be
the same as that provided to your credit card provider.
If
you're not sure what to buy, why not consider one of our gift
vouchers - the perfect gift for every dog or cat owner.
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Despite
the volume of freight both Australia Post and our couriers handle,
it is extremely rare for an order to be lost. Whilst most orders
are delivered within one to seven business days, we do ask that
you allow up to 10 business days for your order to be delivered,
particularly at busy peak times such as Christmas.
Lost
Items:
As most of our items are sent requiring signature delivery confirmation,
if you are not available to sign for your package it may be taken
back to your local delivery post office to await your collection.
A notice to this effect should be left at your address, however,
this may have been overlooked by the delivery officer. Therefore,
if your order has not been delivered within ten days, the first
step you should take is to contact your local delivery post office
to ensure that your parcel is not there awaiting your collection.
If
your local delivery post office is not holding your parcel, please
then send us an email to advise that your parcel has not yet arrived.
To assist us with tracking your parcel, please include the following
information:-
*
The date of the order
* The order number
* Your name
* The requested delivery address
We
will then place an investigation request with the delivery company.
If we fail to locate your parcel within 21 business days of dispatch,
we will send you a replacement order.
Please
note that if any item is returned to us undelivered or uncollected,
unless we have made an error in addressing the parcel, you will
be responsible for re-delivery postage charges.
Damaged
Items:
We take great care in packaging your order to ensure it is not
damaged in transit. In the unlikely event your order arrives damaged,
please contact us to advise. We will issue you with a Return Merchandise
Authorisation (RMA) code and ask you to return the item to us,
including all original packaging material. Once we have received
and inspected the item for transit damage we will dispatch a replacement
item to you. Please take care opening your parcel, as items that
are found to have sustained damage after delivery will not be
replaced.
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Use
our pre-purchase shipping calculator to find out the cost of shipping:-
1)
Put the product you wish to purchase into your shopping cart by
clicking on the "Add to Cart" button on each product
page. After clicking on the "Add to Cart" button on
the product page, you will automatically be taken to your shopping
cart.
2)
Scroll down to the bottom of the shopping cart page, where you
will see our shipping calculator.
3)
Simply select your country from the drop-down list and click the
"Check Shipping" for an instant quote to ship the items
that are in your cart. To find out the cost of shipping multiple
products, simply check the shipping calculator after adding the
additional product/s to your shopping cart.
Your
shipping costs will also be displayed during the checkout process
before you are asked to confirm your order and make payment.
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Order
Dispatch:
We endeavour to dispatch all in-stock items within 24 hours
of receiving your payment (not including weekends and public
holidays).
Order
Delivery:
Delivery times vary depending upon destination, typically from
seven to fourteen business days to most countries. Additional
time may need to be allowed for your parcel to clear your country's
customs border.
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You
are responsible for ensuring your order complies with all the
applicable import laws of your country. Critter Cottage will
not be held responsible for any products not meeting import
restrictions and are unable to refund International Orders refused
or destroyed by your customs border.
All
applicable import duties, taxes and charges are entirely at
the responsbility and cost of the customer.
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When
you placed your order you entered your email address. We will
send two emails to this address; one to confirm that we have received
your order and are currently processing it, and a second to advise
once your order has been shipped.
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Current
Out-of-Stock Status:
If an item has a current out-of-stock status, a message will be
posted on the product's information page. You may still order
the product, but the out-of-stock item/s will be placed on backorder.
Due
to the cost of sending orders internationally, if your order consists
of both in-stock and out-of-stock items, your order will be dispatched
only once all items are available for shipping.
In
the unusual event that we are not able to supply your backorder
item by the expected date, we will contact you to advise and offer
the option of cancelling your backorder item/s.
Unexpected
Out-of-Stock Status:
Whilst we make every effort to ensure items are in stock or that
an out-of-stock message is posted on the product description page,
unexpected demand can ocassionally mean that we are unable to
fulfill your order immediately (orders are fulfilled on a first-come,
first-serve basis).
If
this is the case, we will email you to advise you of the out-of-stock
status and the expected re-stock date. You will be given the option
of cancelling any unexpected out-of-stock items from your order.
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Unfortunately
we are unable to accommodate international gift orders. At this
time, international orders can only be sent to the purchaser's
credit card billing address.
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Despite
the volume of freight both Australia Post and our couriers handle,
it is extremely rare for an order to be lost. Whilst most orders
are delivered internationally within seven to fourteen business
days, we do ask that you allow up to 28 days for your order to
be delivered, particularly at busy peak times such as Christmas.
Lost
Items:
As most of our items are sent requiring signature delivery confirmation,
if you are not available to sign for your package it may be taken
back to your local delivery post office or freight company depot
to await your collection. A notice to this effect should be left
at your address, however, this can sometimes be overlooked by
the delivery officer. Therefore, if your order has not been delivered
within 28 days, the first step you should take is to contact your
local delivery post office to ensure that your parcel is not there
awaiting your collection.
If
your local delivery office is not holding your parcel, please
then send us an email to advise that your parcel has not yet arrived.
To assist us with tracking your parcel, please include the following
information:-
*
The date of the order
* The order number
* Your name
* The requested delivery address
We
will then place an investigation request with the delivery company.
If we fail to locate your parcel within six weeks of dispatch,
we will send you a replacement order.
Damaged
Items:
We take great care in packaging your order to ensure it is not
damaged in transit. In the unlikely event your order arrives damaged,
please first contact us via email to advise.
As
we are unable to receive returns from international customers,
you may be required to assist us with a carrier claim. This may
involve steps such as signing a statutory declaration and/or taking
the item and packaging to your local post office or delivery company
depot for inspection, and/or providing photograhic evidence of
the damage. Once the claim has been successfully completed, we
will send a replacement item to you. Please take care opening
your parcel, as items that are found to have sustained damage
after delivery will not be replaced.
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