Shipping and Returns
To find out if you're eligible for free shipping, add your products to the checkout, enter your address and take a look at the shipping charge in your cart. Here’s an example of an order over $49 being shipped to a location that’s outside our free shipping area:
We'll calculate your shipping costs based on the size of the products you've ordered and where your order is being shipped.
30 Minute Click and CollectWant to pick your order up from your local Habitat? Click here to find out more about our 30 Minute Click and Collect Service.
We’ll dispatch your order with Australia Post, TNT or Couriers Please between two to five days after you place your order.
Which courier we use will vary based on the size, cost and time it takes to get your delivery to you. We reserve the right to use the most cost effective option each time we ship an order providing it fits within the agreed delivery time frames. This may change with each delivery depending on your order contents.
We manage this through a third party app 'Shippit'. You will receive co-branded shipping notifications from Shippit and the shipping partner that has been selected to deliver your goods.
Please note that there are some rural areas of Australia where we're unable to offer delivery. If we're not able to send your package, we'll contact you after you've placed your order to let you know, so you can make alternate arrangements.
Naturally, we’ll endeavour to get your order to you as soon as we possibly can, however, please keep in mind that during busy periods, like Christmas and New Years, as well as during promotions, your order might take longer than usual to be dispatched.
DeliveryWe ship all our orders from our Burwood store. Once your order’s been dispatched, you’ll receive an email to let you know your parcel’s on the way, complete with tracking information so you can keep an eye on our order’s progress as it makes its way to you.
- For delivery to metropolitan Melbourne, Sydney, Canberra, Brisbane and Adelaide, please allow between 2 to 5 working days
- For other capital cities and regional New South Wales, Queensland and Victoria, expect your order within 2 to 7 working days
- For delivery to regional Western Australia, Tasmania, the Northern Territory and remote Queensland, please allow 5 to 10 working days
Can your couriers deliver my order when I’m not at home?Certainly. During the checkout process, just leave a short request for your delivery driver – like “Please leave my order unattended if I’m not home” - in the order comments section. Your order will be waiting for you and your pet when you get home.
However, please keep in mind that by choosing to leave your order unattended, it's possible that your package may be damaged or stolen. We are not responsible for your parcel once it's been delivered. By selecting this option, you're accepting that if something happens to your order, Habitat cannot replace your order, or offer you a refund.
Also, if you've requested to leave your order unattended and Australia Post's delivery driver deems your location unsafe or inaccessible, they may choose not to leave your order, and will instead take it to your local post office for collection.
Returns and ExchangesAt Habitat, we’re all about making you and your pet happy. In the event that you’re not completely satisfied your Habitat purchase, then we’re here to help.
If you've received the wrong product, a faulty product, or your order has been damaged in transit...
- Open your order as soon as it arrives, and if there are any issues, email firstname.lastname@example.org as soon as possible to let us know what's happened
- Include images showing any damage, and include your name and order number and we'll get back to you to let you know how to proceed
- We will cover the cost of returning the product.
If you've received your order, but changed your mind...
- We don't offer exchanges for online orders, but if you've changed your mind about something you've ordered, you're welcome to return it to us for a refund within 14 days of receiving your order (Please note we do not offer refunds if you have found the product cheaper elsewhere after you have made the purchase. Please refer to our price match policy)
- You'll be responsible for paying for shipping, as well as all shipping-related costs. Please keep in mind that the price you paid for delivery when you placed your order with us will likely be different to the price you will need to pay to send your order back to our store
- Email our team at email@example.com to let us know first, then send your products back to us at:
- Make sure you include a brief letter with the products you're returning that includes your name and order number
- You'll also need to ensure the product is in as new condition, and includes the packaging and any tags
- Once our team has assessed your return, we'll process a full refund in 3 - 5 business days so you can order a replacement product, if necessary
- Change of mind returns exclude special order items, bulk orders and food items.
If you've purchased pet food online, but your pet doesn't like it...
- No problem. Most of the brands we sell are covered by our Palatability Guarantee. Click here to find out if you're eligible!