Shipping policy

Last updated: 27 July 2026

Thank you for shopping with CalmPaws AU. This Shipping Policy explains how we process and deliver orders within Australia.

Shipping Destinations and Cost

We currently ship to addresses within Australia.

Free tracked shipping is provided across Australia on every order. No additional standard shipping charge will be added at checkout.

Order Processing

Orders are generally processed within 1–3 business days after payment confirmation.

Orders are not processed, shipped or delivered on weekends or Queensland public holidays. Processing may take longer during periods of high demand or major promotional events.

Estimated Delivery Time

Estimated delivery within Australia is generally 7–15 business days after dispatch.

Delivery timeframes are estimates, not guarantees. Delays may occur because of carrier disruptions, severe weather, public holidays, high demand, remote delivery locations or other circumstances outside our reasonable control.

Order Fulfilment

We work with third-party suppliers, fulfilment partners and delivery carriers to process and deliver orders.

Depending on product availability and fulfilment location, items from the same order may be shipped separately and may arrive in more than one package. When available, tracking information will be provided for each shipment.

Tracking Information

After an order has been dispatched, we will send a shipping confirmation email containing the available tracking information.

Tracking updates can sometimes take several business days to appear after dispatch. If you have received a tracking number that is not updating, please contact us so we can assist.

Correct Delivery Information

Customers are responsible for checking that their name, delivery address and contact details are complete and accurate before submitting an order.

If you notice an error, contact us immediately at support@calmpawsau.com. We will make reasonable efforts to update the details before dispatch, but changes cannot be guaranteed once processing or shipping has begun.

If an order is returned to us or our fulfilment partner because the address supplied was incomplete or incorrect, we will contact you to discuss the available redelivery or refund options. Additional delivery costs may apply where permitted by law.

Delayed, Lost or Missing Deliveries

If an order has not arrived within the estimated timeframe:

Check the tracking information for the latest carrier update.
Check the delivery address entered with the order.
Look for an attempted-delivery notice and check with other members of the household.
Contact us if the parcel still cannot be located.

We will work with the carrier or fulfilment partner to investigate. Where goods are confirmed lost in transit, we will provide an appropriate remedy in accordance with applicable Australian consumer law.

Damaged or Incorrect Items

If an item arrives damaged, defective or different from what you ordered, contact us as soon as possible at support@calmpawsau.com. Please include your order number, a description of the issue and clear photographs where possible.

Please do not return an item before contacting us and receiving return instructions.

CalmPaws AU
Operated by Paulo Roberto Sapienza
48 Livistona Street
Redland Bay QLD 4165
Australia

Email: support@calmpawsau.com
Phone: +61 452 522 976
Business hours: Monday to Friday, 9:00 am–5:00 pm AEST

We aim to respond within one business day.