Shipping Policy

Where We Ship

We currently ship to the United States and Canada. All orders are dispatched from our facility in Australia via Australia Post International.

Delivery Times

Delivery times are estimates from the date of dispatch. Actual delivery may vary depending on customs processing in your country and local postal service capacity. Business days exclude weekends and public holidays.

Tracking

All orders include tracking. You will receive a tracking number via email once your order has been dispatched. Tracking is available from dispatch through to delivery via Australia Post and the destination country postal service.

Packaging and Product Integrity

All products are stored in our climate-controlled facility in Australia. Orders are packed in thermal-lined mailers to protect product integrity during international transit. Every product we ship has a minimum of 12 months until its expiry date.

Customs, Duties, and Import Fees

International orders may be subject to import charges including customs duties, taxes, and carrier handling fees. These fees are assessed by your local customs authority and are outside of Outback Pet Supply's control. Any such charges are the responsibility of the recipient.

Your parcel will be labelled accurately as veterinary health products. Customs authorities may inspect parcels or request additional information, which can delay delivery.

Personal-Use Import

When you order from Outback Pet Supply, you are importing products for personal use on your own animals. Ownership of goods transfers to you once your order leaves our facility. From that point, you are considered the importer of the goods into your country.

US and Canadian customs regulations generally permit individuals to import personal-use quantities of pet medications. However, regulations can differ by location. It is your responsibility to ensure compliance with your local import regulations. If you are unsure, check with your veterinarian or relevant authority before ordering.

Customs-Returned Parcels

In the rare event that your parcel is returned by customs, we will refund the full product cost. Shipping fees are non-refundable for customs-returned orders. Please contact us within 30 days of your order date if your parcel has been returned.

Shipping Protection

Optional shipping protection is available at checkout. This covers lost, damaged, or customs-returned parcels and provides a full replacement or refund including shipping costs. Shipping protection is provided by a third-party service and is subject to their terms.

Damaged or Missing Orders

If your order arrives damaged or is missing items, please contact us within 7 days of receipt. We will arrange a replacement or refund. Please retain all packaging and products for any carrier investigation that may be required.

If your tracking shows delivered but you have not received your parcel, please check with your local post office or delivery location first, then contact us if the parcel cannot be located.

Processing Time

Orders are processed Monday to Friday (AEST). Orders placed before 2pm AEST on a business day are typically dispatched the same day. Orders placed after 2pm or on weekends and public holidays will be dispatched the next business day.