Shipping & Delivery Policy
Last Updated: 1 August 2025
1. Shipping Overview
Australia FN Pty Ltd (ABN 71 678 396 695) trading as Natural Farm Australia delivers premium dog treats nationwide from our facility in New South Wales. We partner with Australia Post to ensure the reliable delivery of fresh, quality products to your door.
Quick Reference: ● Free Shipping: Orders over $75 (after discounts)
● Standard Shipping: $9 flat rate (under $75) including GST)
● Express Shipping: $15 flat rate
● Processing Time: 1-2 business days
● Carrier: Australia Post
2. Delivery Locations
2.1 Australia-Wide Delivery
We deliver to:
● All Australian states and territories
● Residential addresses
● Business addresses
● PO Boxes
● Parcel lockers
2.2 Remote Areas
Additional time may apply for:
● Remote postcodes
● Islands (excluding Tasmania)
● Areas with restricted access
2.3 International Shipping
Currently unavailable. For special international orders, please email support@naturalfarmpet.com.au to request a custom quote.
3. Shipping Costs
Order Value Standard Shipping Express Shipping
Under $75 $9.00 (inc GST) $15.00 (incl. GST)
$75 & over FREE $15.00 (incl. GST)
*Shipping is calculated at checkout based on order total after discounts.
4. Processing & Delivery Times
4.1 Order Processing
● Standard: 1-2 business days
● Peak Periods: Up to 5 business days
● Cut-off Time: Orders placed before 2 pm AEST typically dispatch the same day
4.2 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.
4.3 Delays
Expected delays during:
● Public holidays
● Black Friday/Cyber Monday
● Christmas period (December)
● Natural disasters
● Australia Post disruptions
5. Delivery Options
5.1 Authority to Leave (ATL)
● The package is left in a safe location if nobody is home
● You specify a safe location during checkout
● Reduces failed delivery attempts
● Note: We’re not responsible for loss/damage after safe delivery
5.2 Signature on Delivery
● Someone must sign for the package
● If nobody is home, it will be taken to the nearest Post Office
● The collection card is left in the letterbox
● Ideal for high-value orders or insecure locations
5.3 Delivery Instructions
Add specific instructions at checkout:
● Gate codes
● Preferred locations
● Building access details
● Special requirements
6. Tracking Your Order
6.1 Tracking Information
Once dispatched, you’ll receive:
● Confirmation email with tracking number
● Australia Post tracking link
● Estimated delivery date
6.2 Track Your Order
● Via your account dashboard
● Australia Post website/app
● SMS updates (if opted in)
6.3 Tracking Issues
If tracking shows no movement for 48 hours, contact us immediately.
7. Delivery Issues
7.1 Missing Orders
If your order hasn’t arrived within the expected timeframe:
1. Check tracking status
2. Check with neighbours/building manager
3. Contact the local Post Office
4. Contact us within 7 days of expected delivery
7.2 Damaged Items
● Photograph damaged packaging/products
● Contact us within 48 hours of delivery
● Keep all packaging for inspection
● We’ll arrange a replacement or a refund
7.3 Wrong Address
If you’ve provided an incorrect address:
● Contact us immediately
● Redirection fees may apply
● We can’t guarantee successful redirection
8. Special Delivery Services
8.1 Subscription Orders
● Processed on schedule automatically
● The same shipping rates apply
● Tracking is sent for each delivery
● Pause/modify via account or email
8.2 Bulk Orders
For orders over 20kg or commercial quantities:
● Contact us for a freight quote
● Different carriers may be used
● Custom delivery arrangements are available
8.3 Gift Orders
● Gift messages are available at checkout
● Prices removed from packing slips
● Direct shipping to the recipient
● Gift wrapping is not currently available
9. Important Information
9.1 Customs & Duties
Not applicable for Australian deliveries. International orders (when available) may incur customs fees.
9.2 Perishable Nature
Our treats are natural products:
● No refrigeration needed during transit
● Packaged for freshness
● Best before dates marked
● Store properly upon receipt
9.3 Delivery Responsibility
● We’re responsible until successful delivery
● You’re responsible after delivery confirmation
● Authority to leave is at your risk
● Insurance is available for high-value orders
10. Returns Due to Delivery Issues
See our Terms & Conditions for our full returns policy. We’ll replace or refund orders that are:
● Lost in transit (after investigation)
● Damaged during delivery
● Incorrectly delivered by the carrier
11. Contact Us
Delivery Enquiries:
Email: support@naturalfarmpet.com.au Response Time: Within 24 hours (business days)
Include in Your Email:
● Order number
● Tracking number
● Description of issue
● Photos (if applicable)
Postal Address:
Australia FN Pty Ltd PO Box 51 Morningside QLD 4170
12. Frequently Asked Questions
Q: Can I change my delivery address after ordering? A: Contact us immediately. Changes are possible only before dispatch.
Q: Do you deliver on weekends? A: Australia Post delivers Monday-Friday. Some areas have Saturday delivery.
Q: Can I collect my order? A: Warehouse pickup is not available. All orders are shipped via Australia Post.
Q: What if I’m going away? A: Use parcel locker delivery or arrange a Post Office hold.
Q: Are shipping costs refunded with returns? A: Only if the return is due to our error or a faulty product