ORDER & SHIPPING POLICY

https://www.empawraw.com.au/ ships right across Australia.

 

Successfully placed orders will receive an e-mail confirmation with the order details. If you do not receive an e-mail, please check your spam filter or contact us for confirmation.

 

We aim to ship out all your orders as soon as we can however, because we make our products in small batches to keep it fresh for your pets, please allow an extra 1-2 working days for us to prepare your products, excluding weekends and holidays. 

 

Orders received by 10AM AEST may ship the same business day

Orders received after 10AM may ship the next business day

 

Tracking information is sent directly to our system within 24 hours from when the carrier picks up the order at our warehouse 

 

4.90 flat rate for regular postage Australia wide. If you wish to choose express, you will be charged a flat-rate fee of $12.90. 

We mainly use Australia Post and Sendle. From time to time we may use other carriers not listed. All of our carriers offer a ‘Threshold’ delivery service, which means delivery to the front door or garage of premises.

 

You will receive a email confirmation with tracking (if applicable) once your order has been shipped.

 

You can track your shipment here

Standard shipping: 3-7 business days 
Express shipping: 1-3 business days 

We are not responsible for any shipping delays once it has left our warehouse.

Please contact us at support@empawraw.com.au for a quote.

 

If you need any assistance with your order, please contact us immediately at support@empawraw.com.au. We will not be able to make changes to your order after it has shipped.

 

If your order is successfully cancelled, you will receive a cancellation confirmation email. We’ll issue your refund right away, but it may take 10 – 12 business days to reflect on your statements.

 

Any orders that are unable to be cancelled will have to be treated as a return and the customer will be responsible for all applicable fees.

 

Please review and ensure that you have entered the correct address. We are not responsible for non-delivery due to errors in the address that you provide. If an order is returned due to an incorrect address, we will refund the original order (excluding the shipping fee) and ask that you re-submit your order.

 

Please see our Return Policy.