Shipping & Delivery
Fast, Tracked Shipping to the USA & Canada
Every order ships from Melbourne, Australia via Australia Post International — fully tracked from dispatch to your door.
✈️ Ships from Australia 📦 Full international tracking 🇺🇸 USA & 🇨🇦 Canada covered
Shipping Rates
What You Pay — and When Shipping Is Free
Free shipping is applied automatically at checkout based on your delivery address. No coupon code required.
| Destination | Method | Cost | Free Threshold |
|---|---|---|---|
| 🇺🇸 United States | Standard International | $7.50 USD | Free on orders $125 USD+ |
| 🇺🇸 United States | Express International | $20.00 USD (flat rate) | — |
| 🇨🇦 Canada | Standard International | $10.50 CAD | Free on orders $170 CAD+ |
| 🇨🇦 Canada | Express International | $30.00 CAD (flat rate) | — |
Delivery Timeframes
How Long Does Shipping Take?
We dispatch most orders within 24 hours of placement (next business day for weekend and public holiday orders). Delivery estimates below are from dispatch date.
| Destination | Method | Estimated Delivery | Tracking |
|---|---|---|---|
| 🇺🇸 United States | Standard | 7–14 business days | Full tracking included |
| 🇺🇸 United States | Express | Faster (carrier-dependent) | Full tracking included |
| 🇨🇦 Canada | Standard | 7–14 business days | Full tracking included |
| 🇨🇦 Canada | Express | Faster (carrier-dependent) | Full tracking included |
Delivery estimates are guides. Times can vary based on customs processing and carrier volumes. We notify you by email when your order is dispatched with your tracking number.
How It Works
From Your Order to Your Door
01 — Place Your Order
Standard secure checkout. No prescription upload, no extra steps.
02 — Dispatched Within 24 Hours
Most orders are packed and handed to Australia Post the same or next business day. If we can't dispatch within 48 hours for any reason, we'll contact you directly.
03 — Tracked From Australia
You'll receive an email with your tracking number at dispatch. Standard shipments use Australia Post International. Express shipments are sent via Australia Post Express International, connecting with local carriers such as USPS (USA) and Canada Post (Canada).
04 — Delivered to Your Door
Genuine, sealed, in-date product — exactly as ordered. Standard deliveries may not require a signature. Express shipments may require a signature upon delivery (carrier policies vary by country).
Duties, Taxes & Customs
Do I Need to Pay Anything Else on Delivery?
| Destination | Import Charges | Paid When? |
|---|---|---|
| 🇺🇸 United States | US tariff fees | Included at checkout — no additional fees on delivery |
| 🇨🇦 Canada | Customs duties, GST/HST, carrier brokerage fees | Not included at checkout — assessed by the Canada Border Services Agency and/or carrier, and may be charged on delivery |
Import charges (where they apply) are set by your local customs authority and/or carrier and are outside of Smartway Pet Supplies' control. To help your order clear customs, we provide standard shipping documentation such as item descriptions and order value details. Failure to pay any assessed customs fees will result in the order being returned to sender (see "Lost, Delayed & Damaged Orders" below).
Countries We Ship To
Worldwide Shipping via Australia Post
Australia Post International delivers worldwide. We commonly ship to the following countries — availability may change without notice:
United States | Canada | United Kingdom | Ireland | Germany | France | Netherlands | Spain | Denmark | Poland | Singapore | Hong Kong | Malaysia | South Korea | China | Malta
Lost, Delayed & Damaged Orders
What Happens If Something Goes Wrong
We stand behind every order we dispatch. Here's exactly what to expect if your parcel doesn't arrive as expected:
Order hasn't arrived within the expected window?
Contact us if your order hasn't arrived within 7–21 working days of dispatch. We'll investigate with Australia Post or the local carrier. Inquiries must be raised within 30 days of your invoice date — orders older than 35 days from invoice may no longer be traceable in some destinations.
Damaged in transit?
If items arrive damaged and cannot be used, we will replace them subject to carrier investigation and stock availability. Where replacement isn't possible, we'll refund the product price.
Customs-rejected parcel returned to us?
If your parcel is rejected by customs and returned — for example, due to an incorrect/incomplete address, refused delivery, or unpaid duties/taxes — we'll refund the product price. Shipping costs are non-refundable in this case, and any applicable re-shipping fees will follow our Shipping Policy and/or Returns Policy.
Delays we are not responsible for:
Customs processing | Incorrect or incomplete addresses | Unavailability to receive delivery | Carrier capacity limits | Strikes or industrial action | Natural disasters or civil disruption | Network outages
Customers must make reasonable efforts to assist with recovery — including checking with local carriers, customs offices, or collection points.
Addresses
Getting Your Address Right
Please ensure your delivery address is complete and accurate, including apartment/unit numbers and the correct ZIP/postal code. A phone number is strongly recommended, as carriers may require it for delivery or customs clearance.
Out of Stock & Substitutions
If an Item Is Unavailable
If an item you've ordered cannot be supplied, we'll email you with an estimated time of arrival (ETA). You can choose to wait, receive a comparable item of equal value, or get a full refund to your original payment method.
Common Questions
Shipping FAQs
Do you ship to the United States and Canada?
Yes — the USA and Canada are our two primary international markets. All orders are fully tracked and dispatched from Melbourne, Australia.
How do I get free shipping?
Free standard shipping is automatically applied at checkout for US orders over $125 USD and Canadian orders over $170 CAD. No code required.
Will I need to pay customs fees?
US customers: no — tariff costs are already included at checkout. Canadian customers: possibly — customs duties, GST/HST, and carrier fees are set by Canadian authorities and are not included at checkout. If charges apply, your carrier will usually contact you before delivery to arrange payment.
Can I track my order?
Yes. You'll receive a tracking number by email at dispatch. Standard orders ship via Australia Post International tracking. Express orders connect with USPS (USA) and Canada Post (Canada) for local tracking updates.
Why hasn't my tracking updated?
Tracking updates can pause while your parcel is moving between facilities, crossing the border, or awaiting customs clearance. Updates are sometimes less frequent until the parcel reaches your country.
Can I change my delivery address after ordering?
If your order has not yet been dispatched, we may be able to update your address. Once an order has shipped, address changes are often limited and may not be possible. Contact us as soon as possible with your order number.
Can I cancel my order?
If your order has not yet been processed or dispatched, we may be able to cancel it. Once an order has shipped, cancellation is typically not possible. Please contact us promptly with your order number.
What if my order arrives damaged or doesn't show up?
Contact us at support@smartwaypetsupplies.com. We'll investigate and resolve the issue. Please report missing orders within 30 days of your invoice date.
Do you offer express shipping?
Yes — express shipping is available to both the USA ($20.00 USD flat rate) and Canada ($30.00 CAD flat rate).
What courier do you use?
We ship via Australia Post International for standard deliveries. Express shipments connect with USPS (USA) and Canada Post (Canada) for the final leg.
Ready to Order?
Genuine brand-name pet medications. Tracked international shipping. No prescription required.
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Also: Price Match Guarantee | Subscribe & Save | Returns Policy