Shipping policy
🚚 Pawbella Shipping Policy
Last updated: July 2026
We know you’re excited to get rolling. That’s why we aim to ship Pawbella orders quickly, carefully, and with tracking.
This Shipping Policy applies to Pawbella orders shipped within Australia and New Zealand.
Nothing in this policy limits or replaces your rights under Australian Consumer Law, the New Zealand Consumer Guarantees Act, the New Zealand Fair Trading Act, or any other consumer protection law that cannot be excluded by agreement.
📦 Where We Ship
Pawbella currently ships to:
- Australia
- New Zealand
At this time, we do not ship to countries outside Australia and New Zealand unless this is clearly offered at checkout.
🚀 Dispatch Times
We aim to post in-stock orders the next business day after your order is placed and payment is confirmed.
Business days are Monday to Friday, excluding Victorian public holidays, Australian national public holidays, New Zealand public holidays where relevant, courier closure days, and weekends.
Dispatch may take longer during peak periods, sale events, public holidays, courier delays, stock delays, address issues, or if a product page clearly states a different dispatch timeframe.
If there is a delay with your order, we will do our best to contact you using the details provided at checkout.
📍 Estimated Delivery Times
Delivery estimates begin after your order has been dispatched, not from the time the order is placed.
Estimated Australian delivery timeframes:
- VIC: 1–2 business days
- NSW: 1–3 business days
- SA: 1–3 business days
- QLD: 2–4 business days
- TAS: 2–4 business days
- WA: 3–5 business days
Estimated New Zealand delivery timeframe:
- New Zealand: 6–10 business days
Delivery to regional, rural, remote, island, or difficult-access locations may take longer.
Delivery timeframes are estimates only and may be affected by courier delays, weather, customs processing, public holidays, incorrect address details, failed delivery attempts, or events outside Pawbella’s reasonable control.
💸 Shipping Rates
Available shipping rates are shown at checkout before you place your order.
Shipping rates may vary depending on your delivery address, product size, order weight, shipping method, promotions, or free-shipping offers available at the time.
If a free-shipping offer is available, it will be shown on the website or at checkout. Free-shipping offers may be subject to minimum spend amounts, delivery location, product exclusions, or promotion conditions.
📮 Tracking Your Order
Once your order has been dispatched, you will receive a tracking number by email or SMS using the contact details provided at checkout.
Please allow time for the courier tracking page to update after your parcel is collected.
If your tracking has not updated for several business days, or your order appears delayed, please contact us at:
admin@pawbella.com.au
We will help investigate with the courier.
🏠 Delivery Address
Please make sure your delivery address, email address, and phone number are correct before placing your order.
Pawbella is not responsible for delays, failed deliveries, return-to-sender fees, redelivery fees, or lost parcels caused by incorrect, incomplete, or outdated address details provided by the customer.
If an order is returned to us because of an incorrect or incomplete address, failed delivery attempt, refusal of delivery, or non-collection from a pickup point, we may charge reasonable redelivery, return, or courier fees before resending the order.
If you notice an address mistake after placing your order, please contact us immediately at:
admin@pawbella.com.au
We will do our best to help, but we cannot guarantee address changes once an order has been packed, dispatched, or collected by the courier.
📦 Bulky Items, PO Boxes & Parcel Lockers
Some Pawbella items may be bulky or oversized.
Depending on the item and courier service, we may not be able to deliver some bulky products to PO boxes, parcel lockers, parcel collect addresses, remote islands, or restricted-access locations.
If there is a delivery issue with your address, we will contact you using the details provided at checkout.
🚪 Authority To Leave & Safe Places
Some couriers may allow authority to leave or safe-place delivery.
If you request authority to leave, nominate a safe place, or provide delivery instructions that allow the courier to leave the parcel unattended, the courier may mark the parcel as delivered once it has been left at the nominated location.
To the extent permitted by law, Pawbella is not responsible for theft, loss, or damage that occurs after a parcel has been delivered to the address or safe place requested by the customer.
We recommend choosing a secure delivery address where someone can receive the parcel.
🇳🇿 New Zealand Orders
New Zealand orders are shipped from Australia.
Estimated delivery to New Zealand is 6–10 business days after dispatch.
New Zealand delivery may be affected by customs processing, border checks, courier delays, public holidays, rural delivery timeframes, or import requirements.
Any customs charges, import duties, taxes, border fees, or government charges applied to New Zealand orders are the customer’s responsibility unless the checkout clearly states they are included or unless required otherwise by law.
Customs charges, duties, taxes, and import fees are not refundable for change-of-mind returns unless required by law.
🛑 Delayed, Lost, Or Damaged Deliveries
Please contact us if your order is significantly delayed, tracking has stopped updating, your parcel appears lost, or your parcel arrives damaged.
Email:
admin@pawbella.com.au
Please include:
- Your order number
- Your full name
- Your delivery address
- A short description of the issue
- Photos of the parcel and packaging if the parcel arrived damaged
If your parcel is delayed or appears lost, we may need to lodge an investigation with the courier before confirming the next step.
If your parcel is confirmed lost, damaged in transit, or affected by a delivery issue that requires a remedy under applicable consumer law, Pawbella will provide the remedy required by law.
📸 Damaged On Arrival
Please inspect your order as soon as it arrives.
If your item or parcel arrives damaged, please contact us as soon as possible at:
admin@pawbella.com.au
Please include clear photos or video of:
- The outer shipping box or satchel
- Any damaged packaging
- The damaged item
- The shipping label if visible
- Your order number
Please do not dispose of the item or packaging until we have reviewed the issue, as the courier may require photos or inspection.
Damaged, faulty, incorrect, unsafe, or not-as-described items are handled separately from change-of-mind returns under our Returns & Refunds Policy.
🔁 Returns Shipping Address
Approved returns can be sent to:
PAWBELLA
PO BOX 134
Coldstream VIC 3770
Australia
Please contact us before sending a return to this address.
Email:
admin@pawbella.com.au
For change-of-mind returns, return postage is the customer’s responsibility and is non-refundable.
We strongly recommend using tracked postage. Pawbella cannot refund a change-of-mind return that is lost in transit and not delivered back to us.
If Pawbella provides a return shipping label for an eligible change-of-mind return, the return shipping cost will be deducted from your final refund.
Original shipping charges, express shipping upgrades, courier redirection fees, duties, customs charges, and import fees are not refundable for change-of-mind returns unless required by law.
Faulty, damaged, incorrect, unsafe, or not-as-described items are handled separately. If a returned product is confirmed to have a fault or issue covered by applicable consumer law, Pawbella will reimburse reasonable return postage costs where required. Please keep your postage receipt.
🔁 Exchanges
Exchange delivery times may vary depending on your location, courier availability, and product availability.
Exchanges are subject to our Returns & Refunds Policy.
For the fastest result, we may recommend placing a new order and returning the original item for a refund once approved.
🛒 Order Cancellations
Need to cancel your order? Please contact us as soon as possible at:
admin@pawbella.com.au
If your order has not yet been picked up by the courier or dispatched, we can usually cancel it and issue a full refund.
If your order has already been packed, picked up by the courier, or shipped, we may not be able to cancel it before delivery.
Where possible, we may be able to request a courier redirect back to us. If this is successful, we can issue a refund once the parcel is returned to us, minus any non-refundable shipping, courier, or redirection costs for change-of-mind cancellations.
💌 Questions?
Need help with shipping, tracking, delivery, returns, or damaged parcels?
Email us at:
admin@pawbella.com.au
We’ll help you sort it out.