FAQ
Frequently Asked Questions
Below are answers to common questions about PawExpress, our products, shipping, returns, and ordering from Australia.
Where do your products ship from?
Our products are packed and shipped from Australia.
We use tracked international shipping where available, and tracking details will be emailed after dispatch.
Are your products genuine?
Yes. We aim to supply genuine sealed products sourced through Australian wholesale and distributor channels.
Product packaging may vary from versions sold in the United States or Canada due to regional packaging differences.
Why does the packaging look different from the product I have bought locally?
Pet health products can have different packaging, pack design, wording, or market presentation depending on the country or region where they are supplied.
Australian-market packaging may look different from US-market or Canada-market packaging. Customers should always read the product label, weight range, directions, and active ingredients before use.
Do I need a prescription?
Some Australian-market pet health products may be sold over the counter in Australia.
However, rules can differ by country, state, province, product type, and customer location. Customers are responsible for checking local requirements before ordering.
We do not provide veterinary prescriptions, veterinary diagnosis, or medical advice. For product suitability or medical advice, please consult your veterinarian.
Can you tell me which product is best for my pet?
We can provide general product information shown on the product page, including brand, pack size, weight range, active ingredients, and usage directions from the label.
We cannot diagnose your pet, recommend treatment for a medical condition, or replace advice from a veterinarian.
If your pet is pregnant, nursing, elderly, underweight, unwell, taking medication, or has a known medical condition, please consult your veterinarian before using any product.
How do I choose the correct product size?
Most flea, tick, worming, and heartworm products are weight-specific.
Please check your pet’s current body weight and choose the correct weight range shown on the product page and product packaging.
If your pet is close to the upper or lower end of a weight range, or if you are unsure, please consult your veterinarian before ordering.
How long does shipping take?
Most US orders arrive approximately 14–18 calendar days after dispatch.
Delivery times may vary due to customs processing, carrier routing, local postal handling, weather, public holidays, or other factors outside our control.
Please allow up to 25–30 business days after dispatch before a parcel is considered delayed.
Will I receive tracking?
Yes, tracking is provided where available.
Tracking information will be emailed after your order has been dispatched. Tracking updates may take several business days to appear, especially while the parcel is moving between countries.
Do you ship outside the United States?
Currently, PawExpress ships only to addresses in the United States. Other destinations are not available at checkout.
Will I need to pay customs duties or taxes?
International orders may be subject to customs duties, taxes, import fees, or local carrier charges.
These charges are not included in the product price unless clearly stated at checkout. Customers are responsible for any duties, taxes, import fees, or local charges applied by their destination country.
Can I cancel my order?
If you need to cancel or change an order, please contact us as soon as possible.
We can only cancel or change an order if it has not yet been dispatched or entered final processing.
Once an order has been shipped, we are unable to recall the parcel.
Can I return a product?
Because many products we sell are pet health, parasite prevention, or treatment-related items, returns are limited for health, safety, and product integrity reasons.
We cannot accept returns of opened, used, damaged, tampered, expired, or improperly stored products.
If you believe you received an incorrect, damaged, or faulty item, please contact us within 7 days of delivery with your order number and clear photos.
Please see our Refund Policy for full details.
What if I ordered the wrong product?
Please contact us immediately if you notice an order mistake.
If the order has not yet shipped, we will try to help update or cancel it. If the order has already shipped, we may not be able to accept a return or exchange, especially for pet health products.
Please always check species, weight range, pack size, and active ingredients before placing your order.
What if my parcel is delayed?
If your parcel is outside the normal delivery window, please contact us with your order number and tracking number.
We may need to wait for carrier updates or request an investigation before determining whether a parcel is delayed, lost, returned, or still in transit.
What if my parcel shows delivered but I cannot find it?
Please first check with household members, neighbours, building management, your mailbox area, local post office, and the delivery carrier.
If the parcel still cannot be located, contact us and we will review the tracking information with you.
What currency are your prices listed in?
Unless otherwise stated, prices are shown in USD.
If currency conversion is applied by your bank, card issuer, PayPal, or payment provider, the final amount charged may vary depending on exchange rates and fees applied by that provider.
How do I contact customer support?
You can contact us through our Contact page.
Please include your order number if your question relates to an existing order.