Shipping Policy

Order Processing:

  • All orders are processed within 24-48 hours after order and payment confirmation.

Shipping Methods:

  • PetGem uses tracked express delivery and all our products are shipped and delivered by reputable companies from around the world.
  • Our products are shipped directly from our suppliers, so please be aware that in some cases you will receive packages that have been dispatched separately. In the event that you receive 1 package and are awaiting another, we kindly ask for your patience and understanding. This practice allows us to get each product delivered to you as quickly as possible.

Shipping Locations & Times:

  • Australia: 6-12 days
  • New Zealand: 6-12 days
  • USA: 8-14 days 
  • UK: 7-12 days
  • Canada: 7-12 days
  • Please note that delivery times may vary based on your exact location and are subject to unforeseen delays.

Order Tracking:

  • Once your order is shipped, you will receive a confirmation email with a tracking number and a link to track your package.

Shipping Delays:

  • While we strive to deliver your orders on time, please understand that unforeseen circumstances, such as weather conditions or carrier issues, may cause delays. We appreciate your patience in such situations.

Failed Delivery Attempts:

  • It is your responsibility to provide accurate shipping information. In the event of a failed delivery attempt due to inaccurate information or if the package is unclaimed, additional shipping fees may apply for reshipment.

Lost or Stolen Packages:

  • PetGem is not responsible for lost or stolen packages. If you believe your package is missing, please contact the carrier with your tracking information.

Returns and Refunds:

  • Please refer to our Refund Policy for information on returning items and requesting refunds.

By placing an order with PetGem, you agree to the terms outlined in this shipping policy. If you have any questions or concerns, please contact our customer service team at