Shipping, Local Delivery & Pickup Policy

Hills Pet Mates offers convenient Local Delivery, Australia Post Shipping on selected products, and FREE Pickup from our Cherrybrook store.

Local Delivery Area

We currently offer Local Delivery to selected suburbs within the following postcodes: 2077, 2120, 2121, 2125, 2126, 2154, 2155 and 2158.

Local Delivery availability varies by suburb within some postcodes. Please enter your postcode in the cart to confirm the delivery options available to your address.

All Local Delivery orders are dispatched from our Cherrybrook store. Delivery outside our designated Local Delivery area may be available at the discretion of Hills Pet Mates. Please contact us if you need help with delivery to your area.

Delivery, Shipping & Pickup Options

All prices are inclusive of GST.

Delivery / Shipping Option	Under $50	$50–$149.99	$150+
⚡ Same Day Local Delivery*	$11.99	$9.99	FREE
🚚 Next Day Local Delivery	$9.99	$4.99	FREE
📦 Standard Local Delivery (3–5 Business Days)	$4.99	FREE	FREE
🏠 FREE Pickup — Cherrybrook (Ready in 1–5 Business Days)	FREE	FREE	FREE

*Same Day Local Delivery applies to eligible orders placed by 5:00 PM.

Delivery and shipping options shown in the cart depend on your postcode and the products in your order.

📮 Australia Post Shipping

Australia Post Shipping is currently available on selected products to eligible addresses in Australia wide.

Products eligible for Australia Post Shipping will be identified on the product page. The applicable shipping rate is based on the eligible packed weight of your order and will be displayed before checkout.

 

Australia Post orders will generally be dispatched by Hills Pet Mates within 2–3 business days. Australia Post delivery timeframes apply after dispatch and vary depending on the destination and Australia Post network.

Australia Post Shipping is subject to product eligibility, packed weight and destination. If Australia Post Shipping does not appear as an available option for your postcode or cart, please contact us — we may still be able to help.

 

Standard Local Delivery Only & Pickup Only Products & Variants

Some products or product variants may be marked “Standard Local Delivery Only”, “Pickup Only (1–5 Business Days)”, or “Standard Local Delivery / Pickup Only (1–5 Business Days)” on the product page or within the selected variant name.

Standard Local Delivery Only items are available only for Standard Local Delivery, generally within 3–5 business days unless stated otherwise.

Pickup Only (1–5 Business Days) items are available for FREE Pickup and are generally ready for collection within 1–5 business days. Pickup is available Monday to Saturday between 9:00 AM and 9:00 PM with prior arrangement.

Standard Local Delivery / Pickup Only items are available for Standard Local Delivery or FREE Pickup, subject to the applicable fulfilment timeframe.

If an order containing a Standard Local Delivery Only item is placed using an unavailable Local Delivery method, such as Same Day or Next Day Local Delivery, Hills Pet Mates may fulfil the affected item or order using Standard Local Delivery instead.

Where an order is changed to Standard Local Delivery and the customer has paid a delivery fee higher than the applicable Standard Local Delivery fee, the difference will be refunded to the original payment method.

If a Pickup Only item is ordered using a delivery option, Hills Pet Mates will contact the customer to arrange FREE Pickup for that item and refund any delivery fee paid where no other items in the order require delivery.

If the order also contains other items that will be delivered using the selected delivery method, the delivery fee will not be refunded, as it applies to the items being delivered.

Local Delivery Timeframes

⚡ Same Day Local Delivery

Orders placed before 5:00 PM will generally be delivered on the same day. Delivery may occur between 5:00 PM and 9:00 PM.

Orders placed after 5:00 PM will generally be delivered on the next business day.

🚚 Next Day Local Delivery

Orders placed before 11:59 PM will generally be delivered on the next business day. Orders placed after this cut-off may be delivered within 2 business days.

📦 Standard Local Delivery

Orders will generally be delivered within 3–5 business days.

All delivery timeframes are estimates and are not guaranteed. Delays may occur due to traffic, weather conditions, public holidays, supplier issues, product availability or other circumstances beyond our reasonable control.

Product Availability

Some products may occasionally experience supplier shortages or high demand.

Where an item is not immediately available, the estimated fulfilment timeframe will be displayed on the product page where applicable. These timeframes are estimates and may vary depending on supplier availability.

If we are unable to fulfil your order within the estimated timeframe, we will contact you to discuss available options.

🏠 FREE Pickup — Cherrybrook

FREE Pickup is available from our Cherrybrook store with no minimum order.

Pickup Timeframe

Pickup orders will generally be ready for collection within 1–5 business days. Once your order is ready, we will send you an SMS and/or email confirmation.

Please wait until you receive confirmation that your order is ready before coming to collect it.

Pickup Hours

Pickup is available between 9:00 AM and 9:00 PM, Monday to Saturday, with prior arrangement.

Please call or text 0452 117 387 (0452 11 PETS) to confirm your pickup time.

Collecting Your Order

Please provide your order number or the name used when placing the order when collecting your purchase.

Pickup Delays

While we aim to have pickup orders ready within 1–5 business days, preparation times may occasionally vary due to product availability, supplier delays, public holidays or other circumstances beyond our reasonable control.

We will contact you if there is a significant delay in preparing your order.

Uncollected Orders

If you are unable to collect your order at the arranged time, please contact us so we can arrange another suitable pickup time.

Risk in the goods passes to the customer once the order has been collected.

Authority to Leave — Local Delivery

If no one is available to receive a Local Delivery, you authorise Hills Pet Mates to leave the order in a safe location nominated by you or deemed reasonably safe by our driver.

Once delivery has been completed, responsibility for the goods passes to the customer.

This section applies to Hills Pet Mates Local Delivery. Australia Post deliveries are subject to the delivery arrangements applicable to the Australia Post service used.

Incorrect Address Details

Customers are responsible for providing accurate and complete delivery and shipping information.

Additional charges may apply where an order needs to be re-delivered or re-shipped because incorrect or incomplete information was provided.

Failed Delivery Attempts

For Local Delivery, where delivery cannot be completed due to customer unavailability, inaccessible premises, incorrect delivery information or other circumstances outside our control, additional delivery fees may apply for subsequent delivery attempts.

For Australia Post Shipping, delivery attempts, collection arrangements and other delivery procedures are subject to the Australia Post service used.

Delivery & Shipping Availability

Local Delivery services are subject to driver availability and operational capacity.

Australia Post Shipping is subject to product eligibility, destination and shipping availability.

In circumstances where we are unable to provide the selected delivery or shipping service, we may contact you to arrange an alternative or refund the applicable delivery or shipping charge.

Public Holidays & Peak Periods

Delivery, shipping, dispatch and pickup times may vary during public holidays and peak periods.

Deliveries, dispatches and pickups may not be available on certain public holidays, and orders placed during these periods may require additional processing time.

Ownership & Risk

For Hills Pet Mates Local Delivery orders, risk in the goods passes to the customer once the order has been delivered to the nominated address or left in accordance with the Authority to Leave provisions above.

For pickup orders, risk in the goods passes to the customer once the order has been collected.

For Australia Post orders, risk in the goods passes to the customer once the order has been delivered, subject to any rights or remedies available under applicable Australian consumer law.

Damaged Orders

If your order arrives damaged, please contact us within 48 hours of delivery or collection and, where possible, provide photographs of the affected items and packaging so we can investigate and help resolve the issue.

Events Beyond Our Control

Hills Pet Mates is not responsible for delays caused by circumstances beyond our reasonable control, including severe weather, natural disasters, road closures, accidents, public health events, strikes, supplier disruptions, carrier disruptions or government restrictions.

Nothing in this policy is intended to exclude or limit any rights you may have under applicable Australian consumer law.

Business Days

For the purpose of our delivery, shipping and fulfilment timeframes, business days are Monday to Friday and exclude public holidays, unless otherwise stated.

While our standard business-day definition is Monday to Friday, pickup is also available on Saturdays between 9:00 AM and 9:00 PM by prior arrangement.

Questions About Shipping, Delivery or Pickup?

If you have any questions about Australia Post Shipping, Local Delivery or Pickup, please contact us through our Contact page, email orders@hillspetmates.com.au, or call 045 2117 387 (045 211 PETS).

At Hills Pet Mates, we're proud to offer flexible ways to get your pet essentials — including convenient Local Delivery around our service area, FREE Pickup from Cherrybrook, and Australia Post Shipping on selected products to NSW, VIC and QLD. 🐾