Refrigerated Delivery Policy

Shipping & Delivery at a Glance:

Rates: Free shipping on orders over $150! (Otherwise $11.95 for orders $100+ or $17.95 for smaller orders).
Where we deliver: Metro hubs in SYD, MEL, BNE, CBR, plus Central Coast and Wollongong.
The Courier: We use refrigerated transport to keep your pet's food solid, Not home? No problem, our insulation packaging is designed to remain solid for about 4 hours.
Tracking: You will receive an automated SMS with your ETA and time slot.

If you wish to have buy ambient product with your frozen product, you can put them in the same order, however shipping is calculated separately.

Frozen and Ambient Product will be shipped separately with different couriers.

We do not ship frozen products to any PO Box, Parcel Lockers and Parcel collects.

Delivery Service Areas

We currently provide specialized refrigerated delivery to the following regions:

We utilize a specialized refrigerated courier network to maintain a strict cold chain for your pet’s safety.

All frozen products are transported in temperature-controlled vehicles.
Orders are secured in insulated packaging with industrial ice packs to ensure they remain solid until arrival.

The automated SMS from the courier is your primary tracking method. This notification will include:

Your Estimated Time of Arrival (ETA).
Your specific delivery time slot.
Please note: Couriers follow optimized routes and cannot accommodate individual requests for specific delivery times.

The default delivery point is the front door. Customers must ensure the delivery area is:

Accessible: Well-lit with unobstructed pathways.
Pet-Free: For the safety of the courier, drivers will not enter any property where a dog is loose or unrestrained. If a dog is present, the courier will leave the package at the nearest safe point (e.g., the front gate).
Contactless: To maintain efficiency, all deliveries are "Safe Drop" only.

Residence Type	Courier Protocol
Houses & Townhouses	Delivered to the front door or unit door. No back door deliveries.
Apartment Complexes	Delivery to the unit door or lobby if accessible. If the building is secure, the order will be left at the intercom/foyer.
Rural Properties	Access is at the courier’s discretion. If the driveway is unpaved, steep, or the house is not visible from the road, the courier will leave the order at the safest spot near the property entrance.

To maintain the safety and quality of our frozen products, the following terms apply to the transfer of goods:

Transfer of Responsibility: 77Paws and our courier partners' responsibility for the cold chain ends once the courier marks the order as "Delivered" via the automated tracking system.
Immediate Inspection Required: It is the customer's responsibility to retrieve and inspect the order immediately upon delivery.
The 4-Hour Claim Window: Due to the highly perishable nature of frozen pet food, any claims regarding product condition, melting, or missing items must be lodged within 4 hours of the "Delivered" timestamp. * Claims made after this 4-hour window will not be processed, as we cannot verify the storage conditions of the product once it has left the courier's care.
Exclusions: We are not liable for spoilage, theft, or damage that occurs after the package has been successfully delivered to your nominated safe drop zone.