Every order is picked, packed and dispatched by our team from Merrylands, New South Wales, and delivered across Australia. Here is exactly what happens after you press checkout, and what it costs.
Rates and timeframes
Standard road service. Business days exclude weekends and Australian public holidays.
| Destination | Order value | Cost | Estimated delivery |
|---|---|---|---|
| Australia-wide | AUD $50 and above | Free | 4–9 business days |
| Any destination | Under AUD $50 | Order cannot be completed | Not applicable |
Why the AUD $50 minimum
Pet food is heavy. An AUD $50 basket is the point at which we can absorb freight in full rather than pass a surcharge to you, so the price you see in the cart is the price you pay: no shipping line, no handling fee, no fuel surcharge.
How your order moves
| Stage | What happens | Timing |
|---|---|---|
| 1. Confirmed | You receive an order confirmation email with your order number and a full itemised summary. | Immediately |
| 2. Picked and packed | Our team pulls your items, checks lot codes and best-before dates, and packs frozen or fragile goods separately. | Within 1–2 business days |
| 3. Dispatched | You receive a second email with the carrier name and tracking number the moment the label is created. | Day of dispatch |
| 4. In transit | Track at any time from Order Tracking or your account. | 3–7 business days |
| 5. Delivered | Left at your door unless the carrier requires a signature. Photo confirmation is provided where the carrier supports it. | After transit |
Frozen, raw and temperature-sensitive items
Raw and gently cooked frozen lines ship in insulated liners with dry ice or gel packs, on an expedited service, and only on days that avoid a weekend in transit. Frozen items may arrive in a separate parcel from ambient goods in the same order. This is normal and does not mean anything is missing.
Partial thaw in transit is expected and safe provided the product is still cold to the touch on arrival; refreeze immediately.
If a frozen item arrives at room temperature, do not feed it. Photograph the parcel and contents and email us the same day for a full replacement or refund.
Addresses, changes and failed deliveries
Address changes are possible until the order is dispatched. Call 0468 250 962 or email us with your order number.
Incorrect addresses that cause a return to sender are reshipped once the parcel reaches us; the reship is free, but the round trip adds 5–10 business days.
Australian PO boxes are accepted for ambient goods only; frozen lines require a street address.
Missing parcels marked delivered: check with neighbours and household members, then contact us within 7 days and we will open a carrier claim and reship or refund.
Damaged or incorrect deliveries
Inspect your order on arrival. If anything is crushed, split, leaking or simply not what you ordered, email a photo of the item and the outer carton to info@alaskapetfood.com.au within 7 days of delivery. We replace or refund in full, and you do not need to return a damaged consumable.