Shipping Information

At We Know Pets, we understand how important it is to receive your pet supplies quickly. Our team carefully packs every order and works hard to dispatch purchases as soon as possible.

We offer FREE standard shipping Australia-wide on orders over $100. Your free shipping discount will be automatically applied at checkout.

For orders under $100, shipping is calculated at a flat standard rate.

Standard Shipping

• $15.95 for eligible orders under $100.

Shipping Information – Cat Litter Tray Replacements

Due to the size of replacement cat litter trays, the following shipping conditions apply:

• This item cannot be shipped to PO Boxes or Parcel Lockers. Please provide a residential or business street address when placing your order.

• Orders delivered to Western Australia (WA) and the Northern Territory (NT) incur an additional $20 shipping fee to cover higher freight costs.

• If your order contains both a replacement litter tray and other products, your items may be shipped separately to ensure the safest and most efficient delivery.

If you're unsure about shipping costs or delivery to your area, please contact our friendly team before placing your order—we're always happy to help.

Order Processing & Tracking

Our team works hard to process and dispatch orders as quickly as possible. Once your order has been packed and shipped, you will receive a tracking notification via email so you can follow your delivery journey.

Please keep an eye on your tracking updates, as delivery timeframes can vary depending on the courier network, location and seasonal demand.

While we aim to dispatch orders promptly, some items may require additional preparation time. If there are any delays or issues with your order, our friendly team will be in contact to keep you updated.

Estimated Delivery Timeframes

The following delivery timeframes are a guide only and commence once your order has been dispatched:

Destination	Estimated Delivery Time
NSW, ACT & VIC	2–5 business days
QLD & SA	3–7 business days
TAS	4–8 business days
WA & NT	5–10 business days

Please note that delivery times may vary during peak periods, public holidays or due to unforeseen carrier delays.

Express Shipping

Express Post is available on selected products and destinations. If you need your order urgently, please contact us before placing your order and we'll be happy to advise whether Express Post is available for your purchase. Call us 0248621175.

Live Fish Shipping

We are pleased to offer Express shipping on selected live freshwater fish from We Know Pets.

Live fish require special handling and packaging, so they are shipped separately from other products and have a flat Express shipping fee of $22.00.

Preparing Your Fish

We take great care when preparing your fish for their journey. Each fish is specially packed using packaging designed to help sustain them during transport.

While most deliveries arrive quickly, fish are packed to allow them to cope with longer transit times should there be an unexpected delay.

Delivery Information

• Live fish shipping is a flat Express rate of $22.00

• Live fish can be delivered to your home, workplace or another physical address you specify

• We cannot ship live fish to PO Boxes

• Delivery usually takes approximately 1-2 days from the date your order is shipped

• Live fish are shipped Monday to Thursday only

• We do not dispatch live fish late in the week to minimise the risk of fish being held in transit over a weekend

• Fish are carefully prepared and packed before dispatch

Please ensure someone is available to receive your fish when they are expected to arrive. We recommend having the fish delivered to an address where they can be received promptly rather than being left unattended for an extended period.

Receiving Your Fish

When your fish arrive, open the package and check them promptly.

It is normal for fish to be stressed or less active following their journey. Allow them time to settle and acclimatise gradually to their new environment.

Do not immediately release newly arrived fish into your pond or aquarium.

To help minimise stress, gradually acclimatise the fish to the water in their new environment. Float the sealed bag on the surface of your pond or aquarium for approximately 5-10 minutes to allow the temperature of the water in the bag to adjust.

After this initial temperature adjustment, gradually introduce small amounts of the new water to the bag before releasing the fish.

Please avoid adding the transport water to your pond or aquarium.

Important Information About Live Fish

Live fish are living animals and their appearance can naturally vary.

Fish may vary slightly in size, shape, markings and colour depending on their age, growth and individual characteristics. Product images are representative of the type of fish supplied and may not be the exact fish you receive.

Fish may also appear different from their product images when they first arrive due to stress from transportation. Their colour and activity may change as they settle into their new environment.

Before purchasing live fish, please ensure your pond or aquarium is established, appropriately sized and has suitable water quality for the species you are purchasing.

Live Fish and Delays

Although we take every care when packing live fish, once an order has been collected by the courier, there can be circumstances outside our control that affect delivery times.

Our fish are packed with longer journeys in mind, however unexpected courier delays can still occur.

For this reason, we carefully select our dispatch days and do not send live fish late in the week.

If there is an unexpected delivery delay, please contact us as soon as possible so we can assist.

Live Fish Guarantee

We take great care when selecting, preparing and packing our fish for delivery. However, live animals can respond differently to the stress of transportation and changes in their environment.

Our live fish guarantee applies subject to the conditions outlined at the time of purchase.

By purchasing live fish from We Know Pets, you acknowledge that you have read and understood our Live Fish Shipping Policy and the terms and conditions relating to the purchase and transportation of live animals.

Questions?

If you have any questions about shipping, delivery timeframes or your order, please don't hesitate to contact our friendly team. We're always happy to help and want to ensure your shopping experience with We Know Pets is as smooth as possible.