Shipping Policy

Protcl Pets Pty Ltd Last updated: March 2026

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1. Where We Ship

We ship to all addresses within Australia, including metropolitan, regional, rural, and remote locations. At this time we do not ship internationally.

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2. Shipping Costs

Subscription orders: Free shipping on all recurring subscription orders, every cycle.

One-off orders: Shipping costs are calculated at checkout based on your delivery address and order weight. You will see the exact cost before completing your purchase.

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3. Order Processing & Dispatch

Orders are processed and dispatched within 1–2 business days of payment being confirmed. Orders placed on weekends or public holidays will be processed on the next available business day.

You will receive a shipping confirmation email with tracking information once your order has been dispatched.

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4. Delivery Timeframes

Delivery timeframes vary depending on your location and the carrier used. As a general guide once dispatched:

These are estimates only and are not guaranteed. Delays may occur during peak periods (e.g. Christmas, public holidays) or due to circumstances outside our control.

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5. Carriers

We use trusted Australian carriers to fulfil deliveries. The carrier assigned to your order will be confirmed in your shipping notification email. Tracking will be provided where available.

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6. Tracking Your Order

Once your order has been dispatched, you will receive a confirmation email containing your tracking number and a link to track your delivery. If you have not received your tracking details within 2 business days of placing your order, please check your spam folder or contact us at support@protclpets.com.au.

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7. Missed Deliveries & Incorrect Addresses

It is your responsibility to provide a correct and complete delivery address at checkout. Protcl Pets is not liable for orders delivered to an incorrect address provided by the customer.

If a delivery attempt is missed, the carrier will leave a card or notification with instructions for redelivery or collection. Unclaimed parcels may be returned to us, in which case we will contact you to arrange redelivery at your cost.

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8. Lost or Damaged Orders

If your order arrives damaged or does not arrive within the expected timeframe, please contact us at support@protclpets.com.au with your order number. We will investigate with the carrier and work to resolve the issue promptly.

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9. Changes to Your Shipping Address

If you need to update your delivery address after placing an order, contact us as soon as possible at support@protclpets.com.au. We will do our best to accommodate changes, but cannot guarantee updates once an order has been dispatched.

For subscription orders, you can update your delivery address at any time via your account dashboard before your next scheduled dispatch.

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10. Contact

For any shipping-related questions:

Protcl Pets Pty Ltd Email: support@protclpets.com.au Website: protclpets.com.au

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Two things to revisit once you've locked in your carrier:

• Update Section 5 with the carrier name(s) — Australia Post, Sendle, etc.
• Refine the delivery timeframe table in Section 4 once you have real carrier data — the estimates above are reasonable placeholders but carrier SLAs vary.