Shipping policy
Paws of Prestige is a registered business name of a sole trader registered in Australia (ABN 12 835 501 973), at 240 Queen st, Brisbane, Queensland - 4000, Australia. Our Services are powered by Shopify, which provides the ecommerce platform that enables us to sell our products to you.
Paws of Prestige
A registered business name of a sole trader registered in Australia
ABN 12 835 501 973
240 Queen st, Brisbane, Queensland - 4000, Australia
Email: sales@thepawsofprestige.com
Last updated: September 4, 2026
Business name: Paws of Prestige (registered business name)
Entity type: Sole trader registered in Australia
ABN: 12 835 501 973
Business address: 240 Queen st, Brisbane, Queensland - 4000, Australia
Email: sales@thepawsofprestige.com
About us
Paws of Prestige is a registered business name of a sole trader registered in Australia.
ABN 12 835 501 973
Contact: sales@thepawsofprestige.com
Last updated: September 4, 2026
Paws of Prestige ships internationally. This policy explains when your order will be dispatched, when to expect it, and what to do if something goes wrong. Nothing in this policy limits any consumer rights that apply to your purchase.
Shipping Destinations
We deliver to every destination available in our online checkout. If your country is not shown at checkout, we are not currently able to accept your order.
Standard shipping is free to every destination available in our checkout. There is no minimum order value. Any charge that applies to your order is shown at checkout before you pay.
Some products may not be available to every destination, and some destinations may be restricted by carrier or by local import rules. Where a restriction applies, the product or destination will not be available at checkout.
Order Processing Time
3–5 business days.
This is the time we need to prepare and dispatch your order after it is placed. Processing time is separate from delivery time.
Business days are Monday to Friday and do not include weekends or public holidays. Processing may take longer during periods of high demand, around public holidays, or in circumstances beyond our reasonable control.
Estimated Delivery Time
10–15 business days after dispatch.
Total expected time: 13–20 business days from the day you order.
- Order processing: 3–5 business days
- Delivery after dispatch: 10–15 business days
- Total from order to arrival: 13–20 business days
Each product page shows a calculated estimated delivery date range for an order placed today. That product-page estimate is the one to rely on for your order, and it updates automatically.
These timeframes are estimates and are not guaranteed. We do not sell guaranteed delivery dates. Actual delivery depends on your destination, the carrier, customs processing and the conditions described under Delivery Delays below.
Tracking
Where tracking is available for your order, we provide tracking details once your order has been dispatched.
Tracking can take time to update after dispatch and may not update at every stage of an international journey. A tracking status that has not changed for a few days does not usually mean a parcel is lost. If tracking has not updated for an extended period, contact us and we will follow it up with the carrier.
International Orders
Orders are dispatched internationally, and some orders are sent from outside Australia. This is why the delivery estimate above is longer than a domestic-only delivery would be.
International parcels pass through customs in the destination country. This is a normal part of the journey and is covered in the next section.
Customs, Duties and Taxes
There are two separate things to understand here.
What we collect. Everything payable to Paws of Prestige is shown at checkout before you pay. There are no further charges from us after that point.
What your local authorities may charge. Import duties, taxes, customs fees or carrier handling charges may be applied by the destination country. We do not collect these at checkout. Where they apply, they are payable by the recipient, usually to the carrier or customs authority before the parcel is released.
Whether any such charge applies, and how much it is, is decided by your local authorities and is outside our control. If you are unsure what applies where you live, we recommend checking with your local customs authority before ordering.
Split Shipments
If your order contains more than one item, items may be dispatched separately and arrive on different days, sometimes with separate tracking. This does not mean anything is wrong with your order.
If part of your order has not arrived within a reasonable time after the rest, contact us and we will look into it.
Address Changes
Please check your delivery address carefully before completing your order. You are responsible for providing a complete and accurate address.
If you notice a mistake, contact us as soon as possible. We will try to help, but we cannot guarantee an address can be changed — once an order has been processed or dispatched, a change is often no longer possible. We are not responsible for delays or non-delivery caused by an incorrect or incomplete address given at checkout.
Delivery Delays
Delivery estimates may be affected by:
- customs and border processing in the destination country;
- carrier delays and network disruption;
- severe weather;
- remote or difficult delivery addresses and local delivery conditions;
- public holidays.
Customs clearance in particular can add time that is not visible in tracking. If your order is running beyond the estimate, contact us — we will chase the carrier and keep you informed.
Lost Parcels
If your order has not arrived within a reasonable time after the estimated delivery window, contact us.
We will investigate with the carrier. We may need to allow a period for the carrier to complete its own enquiry before a parcel can be treated as lost — we will tell you how long that is expected to take and keep you updated.
Where a parcel is confirmed lost, we will arrange a replacement or a refund. This does not affect your consumer rights.
Damaged or Incorrect Orders
If your order arrives damaged, incorrect, incomplete or not as described, contact us promptly and we will put it right.
We may ask for photographs or other supporting information so we can investigate with the carrier or supplier. Please keep the packaging until the matter is resolved.
How these situations are resolved — repair, replacement, refund or another remedy — is set out in our Refund and Returns Policy and in the consumer law that applies to your purchase. Where the law requires it, we cover or reimburse reasonable return shipping costs for these items.
Failed Delivery and Return to Sender
If delivery cannot be completed, the carrier may leave instructions for redelivery or collection, or may return the parcel.
A parcel may be returned to sender if the address was incorrect or incomplete, if it was not collected in time, or if import charges were not paid.
If this happens we will contact you to agree what happens next. Redelivery may involve an additional shipping charge — we will tell you the amount and obtain your agreement before charging anything.
Where redelivery is not possible, we will discuss the available options with you, including a refund where appropriate. Nothing in this section affects your consumer rights.
Returns and Consumer Rights
Full details are in our Refund and Returns Policy. The rights below apply in addition to it, and consumer rules differ between countries — this policy does not claim that the same return rules apply everywhere.
Australia
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
European Union
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. You do not need our approval and you do not need to explain your decision.
To withdraw, tell us before the 14 days end — by email, using our withdrawal form, or using the withdrawal function on our website. A clear statement that you are withdrawing is enough.
After telling us, you have a further 14 days to send the goods back. We will refund all payments received from you, including standard delivery costs, within 14 days of being informed of your decision, using the same payment method you used to pay, at no fee to you. We may hold the refund until we receive the goods back or you provide proof that you have sent them.
You are responsible for the direct cost of returning the goods. A deduction may apply if the goods have lost value because they were handled more than was necessary to check their nature, characteristics and functioning.
United Kingdom
If you are a consumer in the United Kingdom, you have the right to cancel your purchase within 14 days, starting the day after you receive the goods, without giving any reason. You do not need our approval.
After telling us you wish to cancel, you have a further 14 days to send the goods back. We will refund all payments received from you, including the basic delivery cost, within 14 days, using the same payment method you used to pay. We may hold the refund until we receive the goods back or you provide evidence that you have sent them.
You are responsible for the direct cost of returning the goods. A deduction may apply if the goods have been handled beyond what would be reasonable in a shop. We do not charge restocking, administration or handling fees during the statutory cancellation period.
All customers
Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.
Contact
Questions about shipping or delivery, or a problem with an order? Email us at sales@thepawsofprestige.com and we will help.
Paws of Prestige is a registered business name of a sole trader registered in Australia. ABN 12 835 501 973.