Shipping policy
All orders will be delivered following the customer's delivery instructions provided in the order notes available on the cart page prior to check out. Please include any specific delivery instructions in the notes section of your order (e.g., "Leave at front door", "Ring doorbell", "Access via side gate").
All meat and bone products are delivered frozen. It is the customer's responsibility to receive and properly freeze their delivery upon arrival.
For specific delivery details for your area, including delivery days and service areas, please see our Delivery Info page.
Delivery Timing
Sometimes factors outside our control — such as public holidays or road freight delays — can affect delivery schedules. If this happens, your order will arrive on the next available delivery day.
Inspection Upon Delivery
When your box of goodies arrives, have a quick look over it to make sure everything’s there and looking fab. If anything’s missing, damaged, or not quite right, snap a photo and get in touch with us straight away:
- Take a photo of the issue
- Contact us immediately at admin@happypawspetfood.com.au with your order number and photo, or call 0438 358 452
If an item has been damaged during shipping, we'll review the issue and arrange a refund for that item where appropriate. Refer to our Refund Policy for more information.
Customer Responsibility
Customers are responsible for:
- Providing clear delivery instructions in their order notes
- Receiving and immediately freezing their delivery
- Ensuring safe cold storage of goods once delivered
Optional thermal insulation is available for purchase if you won't be home for delivery, which helps maintain optimal product temperature. However, full responsibility for product storage remains with the customer.
Pickup Policy
For customers who choose to Pickup their order please review our Pickup Policy regarding pickup times and availability.