Shipping policy

Welcome to House of Zach.

At House of Zach, we are committed to delivering your order safely, efficiently, and transparently. We work with trusted suppliers, fulfillment centres, and shipping partners to provide premium pet products to customers across Australia and internationally.

Please read this Shipping Policy carefully before placing an order.

By purchasing from House of Zach, you agree to the terms outlined below.

1. Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Please note:

  • orders are not processed on weekends or public holidays

  • processing times may increase during promotional periods, peak seasons, or holidays

  • products may ship from different fulfillment centres depending on stock availability and logistics requirements

  • some products may require additional handling or verification time before dispatch

Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where available.

2. Estimated Delivery Timeframes

Australia & New Zealand

Estimated delivery timeframe: 10–15 business days

International Orders

Estimated delivery timeframe: 10–30 business days

All delivery timeframes are estimates only and are not guaranteed delivery dates.

Delivery times may vary due to factors outside our reasonable control, including:

  • customs processing delays

  • courier disruptions

  • severe weather conditions

  • remote delivery locations

  • public holidays

  • peak seasonal demand

  • carrier operational delays

3. Tracking Information

Tracking is provided for most orders.

Once your order has shipped, tracking information will be sent to your email address. Please allow several business days for tracking updates to appear within the carrier’s system.

If tracking information does not update after a reasonable period, please contact our support team and we will assist where possible.

4. Shipping Fees

Shipping costs are calculated at checkout unless otherwise stated.

From time to time, House of Zach may offer free shipping promotions on selected products or minimum order values.

All applicable shipping charges will be displayed before payment is completed.

House of Zach reserves the right to modify shipping rates or promotional shipping offers at any time without prior notice.

5. Multiple Shipments

As we work with multiple suppliers, warehouses, and fulfillment partners, orders containing multiple products may arrive separately.

This means:

  • items may ship independently

  • packages may arrive on different dates

  • separate tracking numbers may be issued

This is a normal part of ecommerce fulfillment and helps improve shipping efficiency and product availability.

6. Shipping Delays

While we aim to deliver all orders within the estimated timeframe, delays may occasionally occur due to circumstances outside our reasonable control, including:

  • high shipping demand

  • courier or logistics disruptions

  • customs inspections or clearance delays

  • severe weather events

  • public holidays

  • inaccurate or incomplete shipping details

  • remote or regional delivery locations

House of Zach is not responsible for delays caused by third-party shipping providers, customs authorities, or events beyond our reasonable control.

Delayed deliveries do not automatically qualify for refunds, cancellations, chargebacks, or compensation while the shipment remains in transit.

If your order experiences an unusually extended delay, please contact our support team and we will work with the shipping provider to assist where reasonably possible.

7. Incorrect Shipping Information

Customers are responsible for ensuring all shipping and contact information entered at checkout is accurate and complete.

If incorrect or incomplete information is provided:

  • delivery delays may occur

  • additional shipping fees may apply

  • returned parcels may require reshipment costs

House of Zach is not responsible for orders delivered to incorrectly supplied addresses entered by the customer.

8. Lost, Missing, or Stolen Packages

If tracking indicates that your package has been delivered but you cannot locate it, we recommend:

  • checking around your property or mailbox

  • contacting household members or neighbours

  • contacting the shipping carrier directly

Once a package has been marked as delivered by the shipping carrier, responsibility for the package may transfer to the customer where permitted by law.

House of Zach is not liable for lost or stolen packages confirmed as delivered by the carrier. However, we will make reasonable efforts to assist customers with delivery-related investigations where possible.

9. Customs Duties & Import Taxes

International orders may be subject to customs duties, import taxes, or additional fees imposed by local authorities.

These charges are not included in product prices or shipping fees and are the responsibility of the customer.

House of Zach is not responsible for customs-related delays, import charges, or rejected shipments due to unpaid customs fees.

10. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 14 days of delivery.

To help us resolve the issue efficiently, please provide:

  • your order number

  • clear photos or videos of the item and packaging

  • a brief explanation of the issue

Approved claims may be eligible for:

  • a replacement item

  • store credit

  • partial refund

  • full refund

All resolutions are assessed in accordance with our Return & Refund Policy and applicable Australian Consumer Law.

11. Order Changes & Cancellations

Orders may be modified or cancelled within 12 hours of purchase.

Once an order has entered supplier processing, fulfillment, or dispatch, changes or cancellations may no longer be possible.

House of Zach reserves the right to cancel orders where:

  • stock becomes unavailable

  • pricing or listing errors occur

  • suspicious or fraudulent activity is detected

  • operational or fulfillment issues prevent shipment

Where applicable, approved cancellations will be refunded to the original payment method.

12. Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

Customers may be entitled to certain remedies for goods or services that fail to meet applicable consumer guarantees under law.

13. Contact Us

If you have any shipping-related questions or concerns, please contact our support team:

House of Zach Support
Email: support@houseofzach.com

Support Hours:
Monday – Friday
9:00am – 5:00pm (AEST)

We aim to respond within 24–48 business hours.

14. Policy Updates

House of Zach reserves the right to update or modify this Shipping Policy at any time without prior notice.

Any changes become effective immediately upon publication on our website.