Shipping Policy

Last updated: 17 October 2026

ChillPaws is operated by Eduard Luli trading as ChillPaws (ABN 69 248 233 156), a small business based in Adelaide, South Australia. We ship to addresses within Australia only.

Shipping cost
Standard shipping is free on all orders within Australia.

Processing time
Orders are processed and dispatched within 1 to 3 business days (Monday to Friday, excluding public holidays).

Delivery time
Our products are sent from our supplier's overseas warehouse by tracked post. Delivery usually takes about 6 to 14 business days after dispatch, so most orders arrive within about 7 to 17 business days of ordering. Regional and remote areas can take a little longer.

These are estimates, not guarantees. Busy periods (such as Black Friday, Christmas and January), customs checks and carrier delays can add time.

Christmas delivery
To give your order the best chance of arriving before Christmas, please order by 1 December. Orders placed after this date may not arrive in time.

Tracking
Once your order has been dispatched, we'll email you a tracking number. Tracking can take a few days to show updates after dispatch.

Multiple items
If you order more than one item, they may arrive in separate parcels on different days.

Address errors
Please check your delivery address carefully at checkout. If you notice a mistake, email chillpaws.au@gmail.com within 12 hours of ordering and we'll do our best to correct it before dispatch.

Lost or delayed parcels
If your tracking hasn't updated for 10 business days, or your order hasn't arrived within 20 business days of dispatch, please email chillpaws.au@gmail.com. We'll look into it with the carrier and, if your parcel is lost, we'll send a replacement or give you a full refund (your choice).

Customs and import charges
All prices are in Australian dollars. Our orders are low-value parcels, and we don't expect Australian customers to pay any customs or import charges on delivery. If you are ever asked to pay an unexpected charge to receive your order, please contact us before paying and we'll help sort it out.

Contact
Questions about shipping? Email chillpaws.au@gmail.com and we'll reply within 1 to 2 business days.