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?
Orders are packed and dispatched from Australia through Australia Post and its delivery partners. Tracking is included with every shipment and 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 much does shipping cost?
Tracked shipping is a flat US$6.95 per order, for any number of items, with no minimum spend or separate handling fee. Subscription shipping charges for the first and future shipments are shown before you confirm the subscription at checkout.
How long does shipping take?
Orders normally process within 1–3 business days after payment. Delivery usually takes approximately 14–18 calendar days after dispatch. Weekends and Australian public holidays can affect processing; customs, carrier routing and local conditions can affect delivery.
If your parcel has not arrived after the estimated window, or tracking looks unusual, contact us with your order number and tracking details. See our Shipping Policy for the full process.
Will I receive tracking?
Yes. Tracking is included with every shipment. We email the tracking details after dispatch; the first scan and updates between countries can take several business days to appear.
Do you ship outside the United States?
We currently deliver to the 48 contiguous US states and Washington, DC. Alaska, Hawaii, US territories, military APO/FPO/DPO addresses and other countries are not available. Delivery options are confirmed for your address at checkout.
Will I need to pay customs duties or import fees?
PawExpress prepays applicable US import duties and customs charges under Delivered Duty Paid (DDP) shipping. No customs payment is normally due on delivery.
If a carrier or customs broker unexpectedly requests payment, contact support@pawexpress.com before paying. Include the request and your order number so we can investigate.
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 an item or request a refund?
If you have a concern about a product you received, email support@pawexpress.com within 30 days of delivery. Include your order number, explain the issue and attach clear photos where relevant. We will review the details and help you with the next steps.
Pet health products cannot be returned or exchanged after dispatch, including change-of-mind purchases or ordering the wrong product. This does not prevent us from arranging a replacement or refund for a confirmed incorrect, damaged or faulty item. Please do not send anything back without instructions. Read our Refund Policy for full details.
What if I ordered the wrong product?
Contact us immediately. We will check whether the order can still be changed or cancelled before dispatch and confirm the outcome. Once dispatched, it is not eligible for a routine return or exchange. Please check the species, weight range, pack size and active ingredients carefully before ordering.
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.