Shipping policy
Shipping Policy
Last updated: April 13, 2026
Overview
Every Pupcases product is custom illustrated and made to order just for you and your pup. Please read this policy carefully so you know exactly what to expect after placing your order.
Order Processing and Production
Before your case is shipped it goes through our illustration and production process. Please allow 2-4 business days for your custom illustration to be created and your case to be produced and prepared for despatch.
Production times exclude Australian public holidays. During peak periods such as Christmas, Valentine's Day and Mother's Day production times may be slightly longer. We will always communicate any delays as soon as possible.
Shipping Timeframes
Once your order has been despatched you will receive an automatic tracking notification via email. Estimated delivery timeframes within Australia are:
- Metro areas: 3-4 business days
- Rural and remote areas: may take slightly longer depending on your location
Please note that shipping timeframes are estimates provided by Australia Post and are not guaranteed. Delivery times exclude public holidays.
Shipping Rates
- Standard shipping: $10.00 AUD flat rate Australia-wide
- Free shipping on all orders over $100.00 AUD
Shipping rates are calculated at checkout and apply to all Australian states and territories including Western Australia, Northern Territory and Tasmania.
Tracking Your Order
All orders include automatic tracking via Australia Post. Once your order has been despatched you will receive a tracking number by email so you can follow your parcel every step of the way. If you have not received your tracking notification please check your spam folder or contact us at hello@pupcases.com.au
Carrier
We currently ship all Australian orders via Australia Post. We reserve the right to use alternative carriers where necessary to ensure your order arrives safely and on time.
PO Boxes
We are currently unable to ship to PO Boxes. Please ensure you provide a valid street address at checkout. Orders placed with a PO Box address may be delayed or returned to sender.
Lost or Missing Orders
If your order has not arrived within the following timeframes from your despatch notification please contact us at hello@pupcases.com.au:
- Metro areas: 10 business days
- Rural and remote areas: 15 business days
We will investigate with Australia Post on your behalf. If your order is confirmed as lost in transit we will resend your order at no cost to you.
Incorrect Delivery Address
Please ensure your delivery address is correct before completing your order. Pupcases is not responsible for orders that are delayed or undelivered due to an incorrect or incomplete address provided at checkout.
If a parcel is returned to sender due to an incorrect address provided by the customer, we will contact you to arrange reshipment. Reshipment costs are at the customer's expense.
Damaged in Transit
If your order arrives damaged please contact us at hello@pupcases.com.au within 7 days of receiving your order with:
- Your order number
- Clear photos of the damaged item and packaging
We will arrange a replacement at no cost to you as quickly as possible.
International Shipping
We currently ship within Australia only. International shipping is coming soon — sign up to our newsletter to be the first to know when we launch globally. 🐾
Contact
For all shipping enquiries please contact us at:
Please include your order number in all correspondence. We aim to respond to all enquiries within 1-2 business days.
