At Paw Heaven, we're passionate about making quality pet products accessible to pet lovers wherever they are.

Paw Heaven is an Australia-based online pet store serving customers worldwide. To provide a broad range of products and efficient international delivery, we work with trusted third-party fulfilment centres, suppliers and logistics partners around the world.

Please read the information below to understand how your order will be processed, shipped and delivered.

Worldwide Shipping

Paw Heaven offers worldwide shipping to supported destinations.

International shipping availability may depend on your country, the products ordered and the delivery services available through our fulfilment and courier partners.

Where applicable, shipping charges will be displayed during checkout before you complete your purchase.

How Our Fulfilment Process Works

Paw Heaven partners with third-party fulfilment centres, suppliers and logistics providers to process and deliver customer orders.

Depending on the product you purchase and your delivery location, your order may be dispatched from a fulfilment centre located in Australia or another country closer to the available stock or delivery destination.

This allows us to offer customers a wider selection of pet products while supporting worldwide delivery.

Although third-party partners may physically prepare and deliver your order, Paw Heaven remains your primary point of contact for customer service and order-related assistance.

Order Processing

After your order has been successfully placed, you will receive an order confirmation using the contact details provided during checkout.

Your order will then be forwarded to the appropriate fulfilment partner for processing, packing and dispatch.

Processing times may vary depending on:

• Product availability
• Fulfilment location
• Destination country
• Weekends and public holidays
• High-volume sales periods

Once your order has been dispatched, tracking information will be provided where available.

Estimated Delivery Times

Delivery times vary depending on the destination country, fulfilment location, product availability and courier service.

Estimated delivery information may be provided during checkout, in your shipping confirmation or through your tracking information.

International deliveries may take longer because of customs processing, local postal services, public holidays, weather conditions or other circumstances outside our reasonable control.

Please note that all delivery timeframes are estimates rather than guaranteed delivery dates, unless specifically stated otherwise.

Orders May Arrive in Separate Parcels

Because Paw Heaven works with multiple fulfilment locations, products within the same order may sometimes be dispatched separately.

This means:

• Your products may arrive on different days
• Different courier companies may deliver different items
• You may receive more than one tracking number
• Parcels may originate from different fulfilment locations

If part of your order arrives before the rest, please check your shipping confirmation and tracking information before contacting us.

Order Tracking

Where tracking is available, you will receive tracking information after your order has been dispatched.

Please allow some time after receiving your shipping confirmation for the courier's tracking system to update.

If your tracking information has not updated for an extended period or you are concerned about your order, please contact us at:

support@shoppawheaven.com

Please include your full name and order number so our team can assist you efficiently.

Customs, Duties & Import Taxes

International orders may be subject to customs duties, import taxes, processing fees or other charges imposed by the destination country's customs or government authorities.

Unless otherwise stated during checkout, these charges are not included in the product or shipping price and may be the responsibility of the customer.

Customs regulations vary between countries, so we recommend checking your local customs requirements before placing an international order if you are unsure.

Paw Heaven does not control charges imposed by foreign customs authorities and cannot predict the exact amount that may apply.

Customs Delays

International parcels may occasionally be held or delayed by customs authorities in the destination country.

Unfortunately, customs clearance procedures are outside Paw Heaven's direct control.

We recommend following the courier's tracking information and responding promptly if the courier or customs authority requests additional information regarding your shipment.

Delivery Delays

While we and our logistics partners aim to deliver orders within the estimated timeframe, occasional delays can occur.

Delays may result from:

• Customs processing
• Courier or postal network delays
• Severe weather
• Public holidays
• High-volume sales periods
• Remote delivery locations
• Transport disruptions
• Incorrect or incomplete addresses
• International events affecting transportation
• Circumstances outside our reasonable control

If your order has experienced a significant delay, please contact Paw Heaven and we will work with the relevant fulfilment or delivery partner to investigate the shipment.

Incorrect Shipping Information

Customers are responsible for providing complete and accurate delivery information during checkout.

Please carefully check your:

• Full name
• Street address
• Apartment or unit number
• City or suburb
• State or region
• Postcode or ZIP code
• Country
• Contact number

If you notice an error after placing your order, contact us as soon as possible at support@shoppawheaven.com.

We will make reasonable efforts to help; however, once an order has entered fulfilment or has been dispatched, we may not be able to change or redirect the delivery address.

Additional shipping charges may apply where an order must be resent because incorrect or incomplete delivery information was supplied.

Failed Delivery Attempts

Delivery procedures vary between couriers and countries.

If nobody is available to receive your order, the courier may:

• Leave the parcel in an authorised safe location
• Attempt redelivery
• Leave collection instructions
• Deliver the parcel to a local collection point
• Contact you using the information supplied with your order

Please follow the instructions provided through your tracking information or by the relevant courier.

Lost or Missing Orders

If your tracking information shows your parcel as delivered but you cannot locate it, please first check:

• Around the delivery location
• With other household members
• With neighbours, where appropriate
• Reception or building management
• Any safe location where a courier may have left the parcel

If you still cannot locate your order, contact us at support@shoppawheaven.com with your order number and tracking information.

We will work with the appropriate courier or fulfilment partner to investigate the delivery.

Damaged Orders

If your product arrives damaged, please contact Paw Heaven as soon as reasonably possible.

Please provide:

• Your order number
• A brief explanation of the issue
• Clear photographs of the damaged product
• Photographs of the packaging where relevant

Our customer care team will review the issue and assist you in accordance with our Returns & Refunds Policy and any applicable consumer rights.

Order Changes & Cancellations

If you need to change or cancel an order, please contact us as soon as possible after placing it.

Because orders may automatically enter our third-party fulfilment network shortly after purchase, we cannot guarantee changes or cancellations once processing has started.

If your order has already been dispatched, our Returns & Refunds Policy may apply.

Our Commitment to You

Although Paw Heaven uses third-party fulfilment and logistics partners to provide worldwide delivery, your purchase is made through Paw Heaven, and our team remains available to assist with your order.

We aim to provide clear information, reliable customer support and a convenient shopping experience for pet lovers around the world.

Nothing in this policy is intended to exclude or restrict any consumer rights that cannot lawfully be excluded under applicable consumer protection laws.

Need Help With Your Order?

If you have any questions regarding shipping, tracking or delivery, please contact:

Paw Heaven Customer Care
Email: support@shoppawheaven.com

When contacting us about an existing order, please include your order number so we can assist you as quickly as possible.