Shipping policy

 

Your satisfaction is our priority, and we aim to provide you with a smooth shopping experience. Here's some important information about our order processing and shipping procedures:

Order Processing Time

All orders are diligently processed within 1 to 3 business days, excluding weekends and holidays, starting from the moment we receive your order confirmation email.  

Potential Delays: It's important to note that occasional delays may occur due to factors beyond our control, such as a high volume of orders, postal service issues, or holiday seasons. Please be patient as we work to ensure your order reaches you as quickly as possible.

How do I check the status of my order?

Once your order is on its way, you will receive a notification email from us. This email will contain essential details, including a tracking number and a photo of your package(internal and external). You can use the provided tracking number to monitor your order's status through Australia Post. Please allow up to 48 hours for the tracking information to become available.

PLEASE NOTE! 

Customer Responsibility:

We kindly remind you that you are responsible for ensuring the accuracy of the shipping information provided during checkout. If you notice any errors in your shipping details, please email us at orders@baobaopetshop.com as soon as possible. However, if your order has already been shipped, rerouting it through the shipping agency will be your responsibility and at your own expense. If it hasn't shipped yet, we will make every effort to intercept and update your parcel's delivery address.

Extended Delivery Time: 

In the event that you haven't received your order after 10 business days from receiving your shipping confirmation email, please don't hesitate to reach out to us at orders@baobaopetshop.com. Include your name and order number in your message, and we will investigate the delay on your behalf.

Domestic Shipping Rates 

We only offer express shipping via Australia Post.

  • Free shipping for orders over $160.

  • For order under $160, we offer  both flat rate standard and express shipping based on the weight:
Weight Standard Price Price

0g-1kg

 $11.9 $15

1kg-5kg

 $15 $19
  • For order under $50,we offer both flat rate standard and express shipping:
Standard Price $9
Express Price $12

Estimated Express Delivery Times

Metro areas: 2-4 business days

Regional areas: 3-5 business days

Remote areas: 4-6 business days

Estimated Standard Delivery Times

Metro areas: 5-6 business days

Regional areas: 6-7business days

Remote areas: 7-8 business days

The courier (Australia Post) will provide you with an estimated delivery time frame for your order through tracking page once it has been shipped.

Damaged Parcel

An image of both the internal and external packaging will accompany the shipping confirmation email for each order.

At Baobao Pet shop, we want to ensure a seamless and secure shipping experience for our customers. That's why we exclusively partner with Australia Post for the reliable delivery of all your orders. Australia Post has a long-standing reputation for their commitment to safe and efficient shipping services.

Handling Shipping Damage:

We include images of both inside and outside packaging with the shipping email for every order.

While we trust Australia Post to handle your packages with care, there may be rare instances when damage occurs during transit. We understand that this can be frustrating, and we want to assure you that we're here to help.

How to File a Claim for Shipping Damage when the box is Visibly Damaged :

If you receive a damaged item due to shipping, please follow these steps on guide for file a claim for shipping damage when the box is visibly damaged

Contact our Customer Support Team immediately at orders@baobaopetsho.com. We recommend doing this as soon as you notice the damage.Provide your order number, purchase details, and a clear description of the damage. Including photos of the damaged item and packaging can greatly assist in the claims process.Our team will guide you through the necessary steps to file a claim with Australia Post. We will work closely with you to ensure that the issue is addressed promptly.

Missing or Lost Parcel

we understand that sometimes parcels may experience unexpected delays or go missing in transit. If you find yourself in a situation where your parcel has not arrived, and there's a significant delay of 7 business days, we want to ensure you receive the assistance you need. Please follow these steps:

  1. Check Expected Delivery Timeframe: Initially, confirm that you've allowed for the expected delivery timeframe specified during your order. Delays can occur for various reasons, and sometimes parcels arrive after extended transit times.

  2. Check Tracking Information: Please utilise the provided tracking number to monitor the progress of your shipment on Australia Post track it . Look for any recent status updates or indications of where your parcel might be.

  3. Contact Us: If your parcel has not arrived after a 7-business-day delay, please contact our Customer Support Team at orders@baobaopetshop.com. Inform us about the situation, provide your order details, tracking number, and any relevant information about the shipment.

  4. Our Intervention: We take your concerns seriously, and upon receiving your message, we will take prompt action. We will contact Australia Post on your behalf to initiate an investigation into the whereabouts of your parcel.

  5. Australia Post Investigation: Australia Post will typically open an investigation to locate your missing parcel. This process may take some time as they work diligently to trace the parcel's route and determine its current location.

  6. Stay Informed: Throughout the investigation, we will keep you informed of any progress and updates provided by Australia Post. We are committed to ensuring that you receive a resolution to your satisfaction.

Additional Steps to Locate Your Parcel:

  1. Notification Card or Australia Post App: Check your letterbox or under your door for a notification card from Australia Post. These cards often indicate that your item has been delivered to the local Post Office for collection.Review your email, Australia Post app, or SMS notifications to see if you've received a communication from Australia Post regarding your delivery.

  2. Accepted on Your Behalf: Verify if someone else at your home or workplace accepted or signed for the item on your behalf. In some cases, a family member, roommate, or colleague may have received the parcel without your knowledge.If you live or work in a larger building, consider checking with building management or the mailroom to inquire if they are holding your parcel.

  3. Delivered to a Safe Place: Carefully inspect your property to determine if the parcel has been left in a safe place. This could include areas under or behind objects, or even in your mailbox.Sometimes, delivery personnel may place items in locations they believe are secure to protect them from theft or inclement weather.

  4. Address Details Verification: Review the address details on the shipping email you received to confirm that they are accurate and up-to-date. Ensure that the delivery address matches your current location.Double-check for any typos or errors in the address that could have caused a delivery issue.

  5. Communication with Us: If you've exhausted the above steps and are still unable to locate your parcel, it's crucial to contact us. we will contact Australia Post to provide further assistance, initiate a search, and help track down your missing item. We will work closely with you and Australia Post to resolve the matter and ensure your satisfaction.

Re-Shipping Fees:

However, there are circumstances where re-shipping fees may become necessary, particularly when a parcel is not collected from the post office due to personal reasons. Let's delve into these scenarios:

1. Collection Period from the Post Office:

If you're not home to sign for a parcel or there's no safe place for courier staff to leave the item, they'll take it to one of the nearest Post Offices.
Australia Post will leave a physical collection card or send digital notifications to to advise of an attempted delivery. We will also send notification email to you when we find your parcel is under " awaiting collection" situation. After successfully dispatching your product, it is your responsibility to collect the parcel within the stipulated collection period (10 business days) from the post office. Please see the steps how to collect your parcel from post office.

2. Impact of Non-Collection:

If, for personal reasons or other factors, you fail to collect the parcel within the designated collection period from post office, the parcel may be returned to us by the postal service.

3. Re-Shipping Fees:

Upon receiving a parcel that has been returned due to non-collection, we need to apply re-shipping postage to resend the product to you. 

4. Communication with Our Support Team: 

If you believe that personal reasons prevented you from collecting your parcel in time, we encourage you to reach out to our Customer Support Team as soon as possible. We understand that unexpected situations can occur, and we are here to assist you.

5. Transparency in Charges:

We are committed to transparency in our processes. Any applicable re-shipping fees will be communicated to you clearly before we proceed with re-sending the item. This ensures that you are fully informed about the charges.

6. Preventing Non-Collection:

To avoid the need for re-shipping fees, we advise being attentive to delivery notifications, adhering to collection timelines, and providing accurate delivery information during the ordering process.

We are committed to delivering your orders promptly and ensuring your satisfaction. If you encounter any issues or have questions, please contact us. Your trust in us is greatly appreciated, and we are here to assist you throughout your shopping journey.