Shipping policy
Shipping, Local Delivery & Pickup Policy
Hills Pet Mates offers convenient local delivery and FREE pickup from our Cherrybrook store.
Local Delivery Area
We currently deliver to the following suburbs and postcodes:
- Cherrybrook — 2126
- Dural — 2158
- Castle Hill — 2154
- West Pennant Hills — 2125
- Pennant Hills — 2120
All local delivery orders are dispatched from our Cherrybrook store. Delivery outside our designated delivery area may be available at the sole discretion of Hills Pet Mates.
Delivery Options & Rates
All prices are inclusive of GST.
| Delivery Option | Under $50 | $50–$149.99 | $150+ |
|---|---|---|---|
| Same Day Delivery* | $11.99 | $9.99 | FREE |
| Next Day Delivery | $9.99 | $4.99 | FREE |
| Standard Delivery (3-5 Business Days) | $4.99 | FREE | FREE |
| Pick Up (1-5 Business Days) - Available on Business Days upto 9 PM | FREE | FREE | FREE |
*Same Day Delivery applies to eligible orders placed by 5:00 PM.
Standard Delivery Only & Pickup Only Products & Variants
Some products or product variants may be marked “Standard Delivery Only”, “Pickup Only (1–5 Business Days)”, or “Standard Delivery / Pickup Only (1–5 Business Days)” on the product page or within the selected variant name.
Standard Delivery Only items are only available for Standard Delivery (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. Please note pickup can be done Mon-Sat from 9AM to 9PM with prior arrangement.
Standard Delivery (3-5 Business Days) / Pickup Only (1–5 Business Days) items are available for Standard Delivery or FREE Pickup and are generally ready for delivery or collection within 1–5 business days respectively.
If an order containing a Standard Delivery Only item is placed using an unavailable delivery method, such as Same Day or Next Day Delivery, Hills Pet Mates will fulfil the affected item or order using Standard Delivery instead.
Where an order is changed to Standard Delivery and the customer has paid a delivery fee higher than the applicable Standard 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 (for example, in a mixed cart), the delivery fee will not be refunded, as it applies to the items being delivered.
Delivery Timeframes
Same Day 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 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 Delivery
Orders will generally be delivered within 3–5 business days.
Delivery timeframes are estimates only 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.
Please call or text on 045-211-PETS(7387) to confirm 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
If no one is available to receive a 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.
Incorrect Address Details
Customers are responsible for providing accurate and complete delivery information.
Additional charges may apply for re-delivery where incorrect or incomplete delivery details have been provided.
Failed Delivery Attempts
Where a 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.
Delivery Availability
Delivery services are subject to driver availability and operational capacity.
In rare circumstances where we are unable to provide the selected delivery service, we may contact you to arrange an alternative delivery time or refund the applicable delivery charge.
Public Holidays & Peak Periods
Delivery and pickup times may vary during public holidays and peak periods.
Deliveries and pickups may not be available on certain public holidays, and orders placed during these periods may require additional processing time.
Ownership & Risk
For delivered 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.
Damaged Orders
If your order arrives damaged, please contact us within 48 hours of delivery or collection and provide photographs of the affected items so we can assess and resolve the issue.
Events Beyond Our Control
Hills Pet Mates is not liable for delays or failures in delivery or order preparation caused by circumstances beyond our reasonable control, including but not limited to severe weather, natural disasters, road closures, accidents, public health events, strikes, supplier disruptions, or government restrictions.
Business Days
For the purpose of our delivery timeframes, business days are Monday to Friday and exclude public holidays, unless otherwise stated.
Please note that 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 arrangement.
Questions About Delivery or Pickup?
If you have any questions about your delivery or pickup order, please contact us through our Contact page, email orders@hillspetmates.com.au, or call 045-211-PETS(7387).
At Hills Pet Mates, we're proud to offer convenient local delivery and pickup to pet owners in Cherrybrook, Dural, Castle Hill, Pennant Hills and West Pennant Hills. We aim to make getting your pet's essentials as quick, convenient and reliable as possible.
