Shipping policy
Last updated: 14 June 2026
Shipping Policy
Thank you for shopping with Puptimist. This Shipping Policy explains how we process, ship, and deliver orders placed through puptimist.com.
Puptimist is owned and operated by HARBOURLEAF PTY LTD, an Australian company.
ABN: 29 698 686 154
For customer support, please contact us at: puptimist@gmail.com
By placing an order with us, you agree to this Shipping Policy, together with our Terms of Service, Refund Policy, and Privacy Policy.
Shipping locations
We currently ship orders within Australia.
If shipping is available to your location, it will be shown at checkout.
We may update our shipping locations at any time.
Order processing and dispatch
Orders are usually processed and dispatched within 1 to 3 business days after payment is confirmed.
Business days are Monday to Friday, excluding public holidays.
Processing time is the time it takes to prepare and dispatch your order. It is separate from the delivery time shown below.
During busy periods, processing may take longer than usual. This can include sales periods, public holidays, supplier delays, courier delays, stock delays, or high order volumes.
If there is a major delay with processing your order, we will contact you using the email address provided at checkout.
Estimated delivery time
Our products may be shipped from local or overseas fulfilment partners, depending on product availability and order requirements.
Once your order has been dispatched, estimated delivery within Australia is usually:
Metro areas: 7 to 15 business days
Regional and remote areas: 10 to 20 business days
These delivery timeframes are estimates only and are not guaranteed.
Delivery may take longer during busy periods, public holidays, courier delays, weather events, border or customs processing delays, high order volumes, or other circumstances outside our reasonable control.
We do our best to provide realistic delivery estimates. If we become aware of a significant delay with your order, we will take reasonable steps to update you.
Nothing in this policy affects your rights under Australian Consumer Law.
Shipping costs
Shipping costs, if any, will be shown at checkout before you complete your order.
From time to time, we may offer free shipping, discounted shipping, or promotional shipping rates.
Any shipping promotion may be changed, paused, or ended at any time, unless your order has already been accepted under that promotion.
Order confirmation
After placing an order, you should receive an order confirmation email.
Please check your order details carefully, including:
your name
email address
phone number
shipping address
product ordered
If you notice a mistake, please contact us as soon as possible at:
puptimist@gmail.com
We will do our best to help, but we may not be able to change an order once it has been processed or shipped.
Tracking information
Where tracking is available, we will send tracking information by email once your order has been shipped.
Tracking updates may take a few days to appear after the tracking number is issued.
In some cases, tracking may update slowly while the parcel is moving between carriers or fulfilment locations.
If your tracking has not updated for several days, please contact us at:
puptimist@gmail.com
Please include your order number and full name.
Incorrect or incomplete shipping address
You are responsible for providing a correct and complete shipping address at checkout.
We are not responsible for delays or delivery issues caused by incorrect or incomplete shipping details provided by the customer.
If your order is returned due to an incorrect address, incomplete address, failed delivery attempt, or refusal to accept delivery, we may ask you to pay reasonable redelivery costs.
If your order cannot be redelivered or recovered, we will review the situation fairly and in line with your rights under Australian Consumer Law.
Delayed orders
Delivery delays can sometimes happen.
If your order is delayed, please contact us at:
puptimist@gmail.com
Please include your order number and full name so we can check the status of your order.
If we become aware of a significant delay, we will take reasonable steps to update you.
If your order cannot be supplied within a reasonable time, we will provide an appropriate solution. Depending on the situation, this may include waiting for the delivery, sending a replacement, cancelling the order, or providing a refund.
Nothing in this section limits your rights under Australian Consumer Law.
Lost or missing orders
If your order has not arrived within the estimated delivery timeframe, please contact us at:
puptimist@gmail.com
Please include your order number and full name.
We may ask you to check:
your tracking information
your mailbox or parcel locker
your local post office or courier depot
around your property
with household members, neighbours, or building management
We will review missing delivery issues fairly.
If the item has not been delivered and the issue is not caused by incorrect information provided by the customer, we will provide an appropriate solution in line with your rights under Australian Consumer Law.
Orders marked as delivered
If tracking shows your order has been delivered but you have not received it, please contact us as soon as possible at:
puptimist@gmail.com
Please include your order number and any relevant information.
We may ask you to check with the courier, post office, household members, neighbours, or building management.
We will assess each case fairly and in line with your rights under Australian Consumer Law.
Multiple shipments
In some cases, items in the same order may be shipped separately.
This may happen if products are fulfilled from different locations or become available at different times.
If your order is shipped in multiple parcels, you may receive separate tracking details.
Order changes and cancellations
Please contact us as soon as possible if you need to change or cancel your order.
Email:
puptimist@gmail.com
We will do our best to help, but once an order has been processed or shipped, we may not be able to change or cancel it.
If your order has already been shipped, you may need to follow our Refund Policy after receiving the item.
Damaged, faulty, or incorrect items
If your item arrives damaged, faulty, not as described, or you receive the wrong item, please contact us as soon as possible at:
puptimist@gmail.com
Please include:
your order number
your full name
a short description of the issue
clear photos or videos showing the problem, where possible
Damaged, faulty, or incorrect items are handled under our Refund Policy and your rights under Australian Consumer Law.
Australian Consumer Law
Nothing in this Shipping Policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.
If a product or service does not meet a consumer guarantee, you may be entitled to a remedy such as a repair, replacement, refund, or other solution required by law.
Contact us
If you have any questions about shipping or delivery, please contact us at:
Puptimist
Legal owner: HARBOURLEAF PTY LTD
ABN: 29 698 686 154
Website: puptimist.com
Email: puptimist@gmail.com
Business location: Australia