Frequently Asked Questions
Shipping and Delivery
How does shipping and delivery work?
Orders usually ship on the next business day. Once your order has shipped, you’ll receive an email with tracking details so you can keep a close eye on your order until it reaches its destination.
Delivery timeframes vary depending on your location relative to our Perth warehouse. If you select express shipping, you can expect your order to arrive within 1 to 4 business days. Choose standard shipping and you can expect your order to arrive within 2 to 8 business days. Rural locations may take longer. Standard shipping is free for all orders over $50.
*Please note: All shipping timeframes are based on the advertised date of dispatch. Should your item have a pre-order date (advised on the product page), this is the approximate date of dispatch and delivery of pre-order items will occur within the timeframes listed above.
How much do I pay for shipping?
If you’re located in Australia standard shipping is free on all orders over $50. For orders under $50, standard tracked shipping is $10. Express shipping is $15.
Shipping options are available at check out.
Can I change my shipping address?
In general, yes! If your order was placed less than 2 hours ago, please reach out to us at hello@swellpetco.com.au. Our dedicated team will investigate your request.
Please be aware that our orders are processed swiftly at our warehouse, so we may have limited flexibility, but we'll certainly do our utmost to assist you.
If your order has already shipped, don’t panic! You can still redirect it via the Australia Post tracking links provided on your shipping confirmation email.
*Please note: We cannot redirect or retrieve orders successfully delivered to an incorrect address. So, please ensure you carefully check your address details entered at checkout.
Help! My order is lost / hasn't been delivered
Although Australia Post quotes us 2-8 business days for standard delivery, they may not always be able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with Australia Post.
*Please note: The investigation outcome timeline can vary from courier to courier. We’ll do our best to help with a timely resolution.
What is your returns policy?
Please see our returns policy here.
General Questions
What are your soft flyers made from?
Our soft flyers are made from a tough nylon body, soft plastic tubing and a synthetic fabric outer webbing.
How do I use a discount code?
Simply head to the checkout, and on the first page, you’ll see a box that reads ‘Gift card or discount code’. Enter your discount code and click ‘Apply’. Discount codes are entered before the payment page so you’re aware of exactly how much you save.
*Please note: Only one discount code can be applied per order. If you plan to purchase multiple items with multiple discount codes, we suggest you place separate orders. Some discounts are pre-applied via the strikethrough price on the product page. If a code does not work on your order, please ensure you have applied the right code for your order.
Contact Us
I have an issue with my order, what do I do?
Something not quite right with your order? Don’t worry, we're ready to help. Email us at hello@swellpetco.com.au and advise us of your issue. We’ll endeavour to resolve any issues as quickly as possible.
How do I contact Swell Pet Co?
Our hoomans are available via email so you can expect to receive a reply within 24 hours.
Email hello@swellpetco.com.au and we’ll get back to you as soon as we can.