Shipping Policy
At Merry Tails Pawtisserie, we lovingly handcraft delicious treats for your furry friends and are committed to ensuring they arrive safely and promptly. We understand how excited you and your dog will be to receive your order, and this policy outlines everything you need to know about our shipping process.
1. Order Processing
All Merry Tails treats are baked and prepared with care.
As our treats are made to order, we aim to process and dispatch your order within 3-5 business days (excluding weekends and public holidays).
You will receive an order confirmation email immediately after placing your order.
Please keep this email as proof of purchase.
2. Domestic Shipping (Australia-Wide)
We currently ship to all addresses within Australia.
We do not currently ship overseas.
Shipping Carrier: We primarily use Australia Post for all our domestic deliveries, but may use other reputable service providers as needed.
Shipping Rates:
Standard Shipping: A flat rate of $9.95 per order.
Express Shipping: A flat rate of $14.95 per order.
Free Standard Shipping is available for all orders over $100.
Estimated Delivery Times (from dispatch date):
Standard Shipping: Typically 3-7 business days for metro areas, and slightly longer for regional or remote locations.
Express Shipping: Typically 1-3 business days for metro areas, and 2-5 business days for regional areas (please note that while express parcels are expedited, we are not always in a 'next-day' delivery zone).
Please note that delivery times are estimates only and commence from the date of shipment, not the date of order.
While we make every effort to fulfil your order promptly, unforeseen circumstances such as weather delays or carrier issues may impact delivery times.
3. Order Tracking
For your peace of mind, all orders are sent with tracking information.
Once your order has been fulfilled and shipped, you will receive a shipping confirmation email that includes a tracking number and a link to track your package's journey.
4. Shipping Address Accuracy
It is the customer's responsibility to ensure the shipping address provided is accurate and complete.
We cannot be held responsible for delays or non-delivery resulting from incorrect or incomplete address details.
5. Lost or Stolen Packages After Delivery
Once your order has been marked as 'Delivered' by the shipping carrier, Merry Tails Pawtisserie cannot be held responsible for lost or stolen packages.
If your package is marked as delivered but you have not received it, we recommend checking with your local postal service or the specific delivery provider using your tracking number.
While we are unable to provide a refund or replacement in these circumstances, please contact us if you require assistance in contacting the carrier.
6. Damages & Issues
We take great care in packaging your treats to ensure they arrive in perfect condition.
However, if your order arrives damaged or there is an issue with the product, please contact us immediately at info@merrytails.com.au within 48 hours of delivery.
Please include your name, order number, and clear photos of the damaged goods so we can assess the issue and arrange for a replacement or refund.
7. Returns & Refunds
For information regarding returns and refunds, including our policy on damaged goods and consumer guarantees, please refer to our dedicated Returns & Refunds Policy page.
We adhere to the Australian Consumer Law (ACL), which provides consumers with specific rights to a replacement or refund if a product is faulty, not as described, or not fit for purpose.
Given the nature of our products (dog treats and enrichment bowls), remedies for faulty or non-compliant items will typically involve a replacement or refund, as repairs are not applicable.
8. Contact Us
If you have any questions about your order or our shipping policy, please don't hesitate to contact us at info@merrytails.com.au.