Shipping Policy
Last Updated: 1 August 2025
Level 6 / 200 Adelaide Street, Brisbane QLD 4000
support@naturalfarmpet.com.au
Quick Reference
Free Shipping
Orders $70+ (after discounts)
Standard Shipping
$9.00 flat rate (incl. GST)
Express Shipping
$15.00 flat rate (incl. GST)
Processing Time
1-2 business days
Carrier
Australia Post
Contents
1. Shipping Overview
Australia FN Pty Ltd (ABN 71 678 396 695) trading as Natural Farm Australia delivers premium dog treats nationwide. We partner with Australia Post to ensure reliable delivery of fresh, quality products to your door.
2. Delivery Locations
Australia-Wide Delivery
We deliver to:
- All Australian states and territories
- Residential and business addresses
- PO Boxes
- Parcel lockers
Remote Areas
Additional delivery time may apply for remote postcodes, islands (excluding Tasmania), and areas with restricted access.
International Shipping
Currently unavailable. For special international orders, email support@naturalfarmpet.com.au to request a custom quote.
3. Shipping Costs
| Order Value | Standard Shipping | Express Shipping |
|---|---|---|
| Under $70 | $9.00 (incl. GST) | $15.00 (incl. GST) |
| $70 and over | FREE | $15.00 (incl. GST) |
Shipping is calculated at checkout based on the order total after discounts are applied.
4. Processing & Delivery Times
Order Processing
- Standard: 1-2 business days
- Peak periods: Up to 5 business days
- Cut-off time: Orders placed before 2pm AEST typically dispatch the same day
Transit Times (from dispatch)
| State / Territory | Standard Delivery | Express Delivery |
|---|---|---|
| QLD | 1-3 business days | Next business day* |
| NSW, VIC, ACT | 2-4 business days | 1-2 business days |
| SA, TAS | 3-5 business days | 2-3 business days |
| WA | 4-6 business days | 2-4 business days |
| NT | 5-7 business days | 3-5 business days |
*Express to major centres only. Regional areas may take longer.
Expected Delays
Allow additional time during:
- Australian public holidays
- Black Friday and Cyber Monday
- Christmas period (December)
- Natural disasters or Australia Post disruptions
5. Delivery Options
| Authority to Leave (ATL) | Package is left in a safe location you specify at checkout if nobody is home. Reduces failed delivery attempts. Note: we are not responsible for loss or damage after safe delivery is confirmed. |
| Signature on Delivery | Someone must be present to sign. If nobody is home, the parcel is taken to the nearest Post Office and a collection card is left in the letterbox. Recommended for high-value orders or insecure locations. |
| Delivery Instructions | Add specific instructions at checkout: gate codes, preferred drop location, building access details, or any special requirements. |
6. Tracking Your Order
Once dispatched, you will receive a confirmation email with your Australia Post tracking number and estimated delivery date.
Track your order via:
- Your account dashboard
- Australia Post website or app
- SMS updates (if opted in)
7. Delivery Issues
Missing Orders
If your order has not arrived within the expected timeframe:
- Check your tracking status
- Check with neighbours or your building manager
- Contact the local Post Office
- Contact us within 7 days of the expected delivery date
Damaged Items
- Photograph the damaged packaging and products
- Contact us within 48 hours of delivery
- Keep all packaging for inspection
- We will arrange a replacement or refund
Wrong Address
- Contact us immediately if you notice an address error
- Redirection fees may apply
- We cannot guarantee successful redirection once a parcel is in transit
8. Special Delivery Services
| Subscription Orders | Processed automatically on your chosen schedule. Same shipping rates apply. Tracking is sent for each delivery. Pause or modify via your account or by emailing us. |
| Bulk Orders | For orders over 20kg or commercial quantities, contact us for a freight quote. Different carriers may be used and custom delivery arrangements are available. |
| Gift Orders | Gift messages available at checkout. Prices are removed from packing slips. Direct shipping to the recipient is supported. Gift wrapping is not currently available. |
9. Important Information
| Customs & Duties | Not applicable for Australian deliveries. International orders (when available) may incur customs fees payable by the recipient. |
| Perishable Nature | Our treats are natural products requiring no refrigeration during transit. Packaged for freshness with best-before dates marked. Store correctly upon receipt. |
| Delivery Responsibility | We are responsible for your order until successful delivery is confirmed. You are responsible after delivery confirmation. Authority to Leave is at your risk. Insurance is available for high-value orders. |
10. Returns Due to Delivery Issues
We will replace or refund orders that are:
- Lost in transit (after investigation with Australia Post)
- Damaged during delivery
- Incorrectly delivered by the carrier
For our full returns policy, see the Return Policy.
11. Contact Us
Email: support@naturalfarmpet.com.au
Response time: Within 24 hours (business days)
Post: Australia FN Pty Ltd, Level 6 / 200 Adelaide Street, Brisbane QLD 4000
Please include in your email:
- Order number
- Tracking number
- Description of the issue
- Photos (if applicable)
Related Policies & Pages
Frequently Asked Questions
Quick answers to the most common shipping questions.
How do I qualify for free shipping?
Orders of $70 or more (after any discounts are applied) qualify for free standard shipping Australia-wide. The total is calculated at checkout. Express shipping remains $15 regardless of order value.
How long will my order take to arrive?
Allow 1-2 business days for processing, then add transit time based on your state: QLD 1-3 days, NSW/VIC/ACT 2-4 days, SA/TAS 3-5 days, WA 4-6 days, NT 5-7 days. Express shipping is faster: see the transit table in Section 4 above. During peak periods allow additional time.
Can I change my delivery address after ordering?
Contact us immediately at support@naturalfarmpet.com.au. Address changes are only possible before your order is dispatched. Once it is with Australia Post, redirection may be possible but fees apply and we cannot guarantee success.
Do you deliver on weekends?
Australia Post delivers Monday to Friday in most areas. Some metropolitan locations have Saturday delivery available. We do not dispatch on weekends or public holidays.
Can I collect my order in person?
Warehouse pickup is not available. All orders are shipped via Australia Post. If you are concerned about missing a delivery, consider selecting a parcel locker or Post Office hold as your delivery address at checkout.
What if I am going away and cannot receive my order?
Use a parcel locker address at checkout, or arrange a Post Office hold via your Australia Post account. You can also contact us before dispatch to delay shipment if you let us know in advance.
Are shipping costs refunded if I return an order?
Shipping costs are refunded only if the return is due to our error or a faulty product. For returns due to change of mind, original shipping costs are not refunded. See the full Return Policy for details.
My tracking has not updated for 48 hours. What should I do?
Contact us at support@naturalfarmpet.com.au with your order number and tracking number. We will follow up with Australia Post on your behalf. Please allow 1-2 business days for us to investigate before a replacement or refund is issued.
My order arrived damaged. What do I do?
Photograph the damaged packaging and products and contact us within 48 hours of delivery at support@naturalfarmpet.com.au. Keep all original packaging for inspection. We will arrange a replacement or refund promptly.