Shipping Policy

At The Aussie Mate, we partner with global fulfillment centers to bring you premium pet accessories. By placing an order with us, you agree to the following shipping, delivery, and freight conditions.

Please read this policy carefully. Once an order has been dispatched, these terms are legally binding.

1. Order Processing & Dispatch

All orders are subject to a processing time of 1 to 5 business days before they are dispatched from our partner warehouses. This processing time is separate from the estimated shipping timeframe.

• Orders are not shipped or delivered on weekends or public holidays.
• We cannot amend, cancel, or redirect an order once it has entered the fulfillment process.

2. Shipping Timeframes & Delays

As we utilise international supply chains and third-party logistics (3PL) providers, any delivery timeframes provided at checkout or on our website are estimates only and are never guaranteed.

• The Aussie Mate accepts absolutely no liability for delayed parcels. * We are not responsible for delays caused by factors outside of our direct control, including but not limited to: courier backlogs, customs clearance, extreme weather, strikes, or global supply chain disruptions.
• A delay in delivery does not constitute grounds for a refund or order cancellation.
• All shipping timeframes for Australian residents are typically 7-14 business days.
• All shipping timeframes for Global orders are typically 7-28 business days.

3. Lost or Stolen Packages

Once a parcel has been handed over to the designated freight carrier (e.g., Australia Post, USPS, local couriers), The Aussie Mate transfers all risk of loss to the purchaser, to the maximum extent permitted by law.

• We are not liable for packages that are marked as "Delivered" by the courier but are subsequently lost, stolen from your property, or misplaced.
• If your parcel is delayed significantly beyond the estimated window, we will assist you in opening an investigation with the courier, but we do not offer immediate refunds for freight-related disappearances.

4. Goods Damaged in Transit (Exchange Policy)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. However, because we do not control the handling of freight, our standard protocol for goods that arrive damaged due to courier mishandling is to review the incident for an exchange or replacement.

If your item arrives broken or damaged:

1. You must notify us at hello@theaussiemate.com.au within 48 hours of the delivery timestamp.
2. You must provide clear photographic or video evidence of both the damaged product and the damaged external shipping packaging.
3. Upon review, if the damage is verified as occurring during transit, we will arrange for a replacement item to be dispatched to you at no additional cost.

We reserve the right to refuse an exchange if we suspect the damage occurred after delivery or due to customer misuse.

5. Incorrect Shipping Addresses

The customer assumes full responsibility for entering the correct shipping address at checkout.

• If a package is returned to us, delivered to the wrong address, or destroyed by the courier due to an incorrect, incomplete, or invalid address provided by you, The Aussie Mate is not liable.
• We do not offer refunds or free replacements for items lost due to customer address errors. If the item is returned to our warehouse, you will be responsible for paying a secondary shipping fee to have it dispatched again.

6. Customs, Duties, and Import Taxes

Depending on your location, your order may be subject to import duties, taxes, or customs fees once it reaches your destination country.

• The Aussie Mate has no control over these charges and assumes zero financial responsibility for them.
• By purchasing from our store, you agree to pay any applicable customs fees. If you refuse to pay these fees and the parcel is abandoned or returned, you will not be eligible for a refund.

Contact Us: For any questions regarding the tracking or dispatch of your order, please contact us at hello@theaussiemate.com.au.