Skip to content

Cart

Your cart is empty

Shipping

Shipping policy

Here at Frontier Pets we do our very best to get your order out to you as soon as your order comes through. Our staff strive to ensure all orders are packed and shipped within 1 business day, excluding weekends and public holidays. You will receive a shipping confirmation with tracking once your order has been packed and shipped. 

We work with Australia Post and Star Track Express to get your orders out to you in a timely manner. Please consider that our factory is located in rural NSW and sometimes our location can result in 1 additional day transit time.  

Domestic Shipping Rates

Our shipping rates are calculated by weight and size and will be displayed at checkout once you have finished shopping. They are the exact price that we pay our carriers. 

If our carriers are unable to calculate your shipping at checkout, it will default to our Australia-wide flat rate for your order. If your actual shipping cost is less than the flat rate, we will refund the difference.

Express Shipping 

We offer all customers the option to choose express shipping. The below table outlines estimated delivery times (by state) for this service, please account for additional days if you reside in a rural location. 

State 

Estimated delivery time

NSW 

2-3 business days

QLD 

2-3 business days  

SA 

5-6 business days 

WA 

5-6 business days 

NT 

5-6 business days 


If you require your order immediately, this can be arranged with a fixed price premium service to travel via air freight. Depending on your location and purchase weight you will be looking at upwards of $100 for this service. Please call our office on 02 6682 4163 to arrange a quote.  

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order, within 2 weeks (Australia Post) or estimated delivery time for Star Track please contact us at customercare@frontierpets.com.au with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges. 

At the time of writing this, no pet has been unhappy with our product. They love it! The food, the treats – the whole lot. Of course, we can’t guarantee that your pet will love it, but we’d be surprised. For that reason, we can’t provide you with a credit or refund if your pet isn’t happy. If you receive a package that is broken, we will of course replace that product.

To receive a replacement, please send us an email at customercare@frontierpets.com.au and send your item to 1 Winjeel Road, Evans Head NSW 2473. Once we have received the product we will let you know and organise for its replacement. 

You will be responsible for paying for your own shipping costs for returning your item, however, a credit will be added to your account to compensate you for your shipping costs which can be put toward your next order. Depending on where you live, the time it may take for your exchanged product to reach you may vary. We will let you know once it has been sent.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.