Shipping policy

Shipping Policy

Getting Your Order to You

We work hard to get every order packed and on its way as quickly as possible. Here's everything you need to know.

Order Processing

Orders are typically processed within 1–3 business days after payment is confirmed. Orders placed on weekends or public holidays will be processed on the next business day. During peak periods or promotional events, processing may take a little longer — we appreciate your patience.

Shipping Options

Estimated delivery times vary by destination.

Australia
Standard Shipping — Free. Estimated delivery: 8–15 business days.
Priority Processing — Small additional fee. Estimated delivery: 7–14 business days.

United States
Standard Shipping — Free. Estimated delivery: 15–35 business days.
Priority Processing — Small additional fee. Estimated delivery: 12–33 business days.

Please note that Priority Processing speeds up handling and dispatch — delivery timeframes are estimates and cannot be guaranteed.

Tracking Your Order

Where tracking is available, you'll receive a shipping confirmation email with tracking details once your order has been dispatched. Please allow a few days for tracking information to update after shipment.

Delivery Delays

We do our best to meet estimated timeframes, but occasionally delays happen due to circumstances outside our control — carrier delays, severe weather, peak shopping periods, public holidays, or supply chain disruptions. Delivery estimates are guidelines, not guaranteed dates.

Incorrect Shipping Information

Please double-check your shipping address at checkout. Once an order has been processed, we may not be able to make changes. We're not responsible for orders delivered to an incorrectly provided address.

Lost, Stolen or Delayed Packages

If your package seems lost or significantly delayed, reach out and we'll investigate with the carrier. Once a package has been marked as delivered, we're unable to guarantee replacement or reimbursement for items lost or stolen after delivery.

Damaged Deliveries

If your order arrives damaged, contact us within 14 days of delivery with your order number, a photo of the item, and a photo of the packaging — we'll make it right.

Questions?

Reach us at contact@truematepet.com — we aim to respond within 1–2 business days.