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Shipping

Last Updated: September 24, 2026

At Premium Paw Meals, operated by John’s Transport Services PTY LTD, we aim to process and deliver orders as quickly, safely, and reliably as reasonably possible.

This Shipping Policy explains our order-processing times, estimated delivery times, shipping charges, tracking, address requirements, and procedures for delayed, lost, missing, or damaged shipments.

1. Free Express Shipping

We currently offer:

Free Express Shipping on all eligible orders.

There is no minimum purchase requirement unless otherwise stated at checkout or as part of a specific promotion.

Our standard estimated delivery timeframe is:

Approximately 3 business days after shipment.

This is an estimated timeframe and not a guaranteed delivery date.

2. Order Processing Time

Orders are generally processed within:

24–48 business hours.

Processing may include order verification, payment confirmation, fraud and security screening where applicable, product preparation, packing, shipping-label creation, and transfer to the applicable shipping carrier.

Orders placed on weekends, public holidays, or outside normal business hours may begin processing on the next business day.

Processing may occasionally take longer during promotional events, holiday periods, high-volume sales, product launches, severe weather, supply disruptions, or unexpected operational delays.

3. Estimated Delivery Time

After your order has been processed and transferred to the shipping carrier, delivery is generally estimated within approximately:

3 business days.

Business days generally do not include weekends or recognized public holidays.

Delivery estimates may vary depending on destination, weather, carrier conditions, service interruptions, and other circumstances.

4. Shipping Confirmation and Tracking

Once your order has been prepared for shipment, you may receive a shipping confirmation containing available tracking information.

Tracking information may take time to become active after a shipping label is created.

A status such as “Label Created,” “Pre-Shipment,” or similar wording may mean that the carrier has received shipment information but has not yet completed its first physical scan.

Carrier tracking systems are operated by third parties, and updates may occasionally be delayed, incomplete, or temporarily unavailable.

5. Delivery Delays

Although we work to have orders delivered within the estimated timeframe, delays may occur for reasons outside our reasonable control, including:

Estimated shipping and delivery dates are provided as guidance unless we specifically state that a delivery date is guaranteed.

6. Shipping Carrier Responsibility

Once an order has been transferred to the shipping carrier, transportation and final delivery are performed by that carrier.

Premium Paw Meals will make reasonable efforts to assist customers with delivery-related concerns, but we do not directly control carrier operations, routes, scanning systems, or delays.

Nothing in this policy limits rights or responsibilities that cannot legally be excluded.

7. Accurate Shipping Information

Customers are responsible for providing a complete and accurate shipping address at checkout, including the recipient name, street address, apartment or unit number, city, state, ZIP or postal code, and telephone number where requested.

Premium Paw Meals is not responsible for delays or delivery problems caused by inaccurate or incomplete information supplied by the customer, except where otherwise required by law.

8. Address Changes

If you notice an error in your shipping address, contact us as soon as possible at [email protected].

We will make reasonable efforts to update the address if the order has not yet entered fulfillment or shipment.

However, we cannot guarantee address changes after an order has been processed, a shipping label has been created, the package has entered fulfillment, or the package has been transferred to the carrier.

Once a package has shipped, address changes may be subject to the carrier’s policies and may not be possible.

9. Incorrect or Incomplete Addresses

If an order is delayed, returned, or undeliverable because the customer provided an incorrect or incomplete address, additional shipping charges may apply where permitted by law.

If a package is returned to us, we may contact you to arrange reshipment, which may require additional shipping charges, or an applicable refund under our Refund & Return Policy.

Original shipping-related costs may be deducted where appropriate and legally permitted.

10. Delivered but Not Received

If tracking shows your package as delivered but you cannot locate it, we recommend first:

If the package still cannot be located, contact us at [email protected] with your order number and tracking information.

We will make reasonable efforts to assist with the carrier investigation. A carrier’s “Delivered” status does not automatically prevent us from reviewing a legitimate delivery concern.

11. Lost Packages

If a package appears to be lost in transit, contact us with your full name, order number, shipping address, and tracking number if available.

We may need to investigate the shipment with the carrier before providing a resolution.

Depending on the circumstances, carrier findings, product availability, and applicable law, available resolutions may include replacement, refund, store credit, or another appropriate remedy.

12. Damaged Packages

If your package arrives visibly damaged or the products inside appear damaged during transit, contact us as soon as possible.

For a damage claim, please provide your order number, a description of the issue, clear photographs of the damaged product, photographs of the shipping packaging, and photographs of the shipping label where possible.

For product-specific damage, leakage, broken seals, spoilage, or contamination concerns, please also review our Refund & Return Policy, including its applicable reporting timeframe.

13. Missing Items

If your package arrives but one or more products are missing, contact us promptly at [email protected].

Please include your order number and, where possible, photographs of the package, shipping label, packing materials, and products received.

We may review fulfillment and shipping records before providing a resolution.

14. Multiple Shipments

In some circumstances, products within the same order may be shipped separately.

If this occurs, you may receive multiple packages, separate tracking numbers, or packages arriving on different dates.

You will not ordinarily be charged additional shipping fees merely because we divide an order into multiple shipments.

15. Refused or Unclaimed Deliveries

If a customer refuses delivery or fails to collect a package, the shipment may be returned to us.

If the package is successfully returned, any eligible refund will be handled according to our Refund & Return Policy.

Where permitted by law, applicable shipping, return-to-sender, or handling costs may be deducted from the refund.

16. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

We may be able to cancel an order before it enters processing or fulfillment. However, once an order has been processed or shipped, cancellation may no longer be possible.

A shipped order will generally need to be handled under our Refund & Return Policy.

17. Holiday and Promotional Periods

During major holidays, promotional campaigns, product launches, unusually busy periods, or operational disruptions, order processing and shipping may take longer than normal.

Temporary changes to processing or delivery estimates may be communicated through our website or during checkout where appropriate.

18. International Shipping

If international shipping is offered, availability, delivery estimates, shipping charges, customs duties, taxes, and import requirements may vary by destination.

Applicable international shipping conditions will be displayed during checkout or otherwise communicated before purchase where appropriate.

Unless stated otherwise, customers may be responsible for customs duties, import taxes, or other government charges imposed by the destination country.

If international shipping is not available to your destination, the website may prevent checkout or display no available shipping method.

19. Changes to Shipping Services

We reserve the right to change available carriers, shipping methods, delivery estimates, or shipping promotions when reasonably necessary.

If we modify our standard shipping policy, the updated terms will be published on this page.

20. Relationship to Our Refund & Return Policy

Shipping-related refund, replacement, damage, and return requests may also be governed by our Refund & Return Policy.

If there is a conflict between policies regarding a return or refund, the policy most specifically applicable to the issue will generally control, subject to applicable law.

21. Contact Us

For questions regarding shipping, tracking, delivery, missing packages, or address corrections, please contact:

Premium Paw Meals
Operated by John’s Transport Services PTY LTD
John’s Transport Services PTY LTD
21 moir st Smithfield NSW 2164 AUS

Email: [email protected]

© 2026 Premium Paw Meals / John’s Transport Services PTY LTD All rights reserved.