Backyard Cat Enclosures - Australia's ultimate one-stop shop for quality cat enclosures
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Australian owned & operated Australian owned & operated
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Frequently Asked Questions

Delivery FAQ

 

How long will delivery take once my order has been placed?

If the item is listed as ‘in stock’, here’s a guide for how long it will take for your order to arrive at your door! Also remember that you should allow an additional 2 working days for us to pack up your order. This is then added onto the below estimates from the delivery couriers.

**During the month of December, due to the high volume of goods travelling around Australia, couriers are exceptionally busy. Please allow an additional three working days for your items to be delivered. We cannot guarantee pre-Christmas delivery**. We are trading every day during the month of December, however the couriers are closed on public holidays**

How Much Is Delivery?

Delivery is calculated based on the distance from our Distribution Centre in Brisbane to your home and the size and weight of your order. Our systems check up to 7 couriers to ensure you get the best price.

How Do I Know When Delivery Will Arrive?

For all standard deliveries, once your item has been shipped out to the courier, we’ll send you a detailed email outlining which courier was used, as well as the tracking number.

You can simply click on the “Track Order” button to see the status.

We advise you to track your order online and it will advise you throughout the stages of delivery. The status should change in the morning, and if it does say “ON FOR DELIVERY”, you should expect to see the item delivered on that day.

For any Bulky item orders, our couriers will most likely provide you with a call prior to delivery to schedule in a delivery day. Big and Bulky items will require assistance in unloading.

Always allow up to 14 working days, but typical delivery times may be much quicker depending on your location.

What If No One Is Home To Accept?

We highly recommend placing your best contact number during the order process, in case our courier needs to notify & schedule in a delivery day.

For Standard deliveries, orders involving big and bulky items, confirmation must be obtained via a phone call, or the carrier may not deliver and will halt until confirmation is received.

If the courier pre-arranges & confirms with a certain delivery day, and arrives with the customer’s goods with no-one at premises to accept the delivery, then a fee will be charged if re-delivery service is requested.

For small to mid-sized items, our couriers most likely will not contact you prior to delivery as they try to push out quick deliveries. In this instance, if no-one is at the delivery address to accept delivery, a card will be left by the courier at the premises with instructions on depot/post-office collection or re-scheduling the delivery. If the “We missed you” delivery card presents a re-delivery option, re-scheduling will not incur any further charges to you.

For Big And Bulky Items, Do I Need To Help The Courier?

Our standard or express deliveries will come with a one-person driver who is able to unload big & bulky items with the help of another person. In most cases, no lifting is involved, but simple unloading onto the floor where they may have a hand-trolley or device make things easy.

Delivery pricing is based on a one-person driver only.

If assistance cannot be provided to the driver, we recommend contacting us before placing the order to see if we can offer any alternative solutions.

My Delivery Is Late. What Can I Do?

Our carriers will always try to deliver within our estimated delivery times, but late deliveries can happen. Please leave up to 14 working days for your delivery. We set monthly targets to ensure that our couriers deliver on-time, 98% of the time.

If your delivery is late, we encourage you to contact us with your order details & consignment number.

Our team will be able to chase-up our couriers and keep you updated throughout the process.

I Received Less Cartons Or Items Than I Should Have.

In the very rare instance that short deliveries occur, we recommend to check all of the cartons on the shipping docket to ensure that they match up with the cartons you’re receiving.

We highly recommend to accept the delivery, mark on the shipping docket that it is delivered short and notify us of this occurrence.

Short deliveries do not necessarily mean items are lost, as some couriers tend to push out deliveries as quick as possible, especially during the busy Christmas or shopping seasons.

What Do I Do If My Delivery Arrives Damaged?

Our couriers handle with care, and our packaging includes lots of materials and Styrofoam to prevent any handling or transit damage.

If your carton arrives damaged, we highly recommend to accept the delivery, mark on the shipping docket that the carton has been damaged by crossing out “delivered in good condition”, and notify us of this occurrence the same day you receive the goods.

Damage to the packaging may not necessarily mean your item has been damaged. We recommend to accept the delivery, inspect the product and notify us of any damages, with a description of the damage and photos attached so we can organise a repair or parts replacement.

Can I Receive My Delivery During The Weekend Of After Business Hours?

Our courier does not deliver on the weekend or after business hours, only on weekdays between 9am to 5pm.

We have been able to organise a 3rd party solution if your circumstances only limit you to weekend/after-hours deliveries, please contact us for a quote.

Can I Change My Address After It Has Been Shipped Out?

If the order has been shipped out, we can no longer alter the address or make any changes to your order.

Can I Ship My Order To A PO Box?

Unfortunately not. Some customers organise deliveries to their workplace or a family members home nearby.

 

We are cat lovers, like you!

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We accept the following payment methods...

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Paying with credit

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Paying with zipmoney

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Paying with layby

Flexible Lay-by available

Minimum 20% Deposit, 3 months to pay.

Paying with direct deposit

Direct Bank Transfer

Transfer to our Business Bank Account