Shipping policy

Shipping Policy
Orders are prepared and dispatched within 1–3 business days (Monday–Friday, excluding public holidays).

Where we ship from
All orders are packed and shipped directly from our manufacturing partner in China, then carried to your door by our international carrier partners, with last-mile delivery by Australia Post or a local courier.

How long delivery takes
Because every parcel travels from China to Australia, we quote the whole journey, not just the warehouse leg:
- Preparation: 1–3 business days before dispatch.
- Transit after dispatch: typically 6–10 business days with YunExpress to Australia. This transit estimate is in addition to preparation time.
- Busy periods and customs holds: allow up to 4 weeks. Sale peaks, Chinese public holidays (Golden Week, Chinese New Year) and random customs inspections all add days.
- Regional and remote addresses (WA, NT, TAS and rural areas) can take a few days longer.
If your tracking has not moved for 7 business days, or your parcel has not arrived within 30 days, email nexontrllc@gmail.com — we will chase the carrier or make it right with a refund or replacement.

Shipping costs (Australia)
Free shipping on any order containing 2 or more items, including two of the same product or a ChillMat with a Reusable Pet Hair Roller. This applies automatically at checkout without a code and can be combined with eligible product and order discounts. For single-item orders, shipping is free when the order total after discounts is A$49 or more; below A$49 it is A$9.95.

Free shipping on 2+ items (Singapore, Malaysia and New Zealand)
Orders containing two or more items also receive free shipping to Singapore, Malaysia and New Zealand, applied automatically at checkout. Existing local order-value free-shipping thresholds and rates remain unchanged for single-item orders.

Tracking
A tracking number is emailed to you as soon as your parcel is dispatched, so you can follow it the whole way from our warehouse to your door.

Customs and import charges
Duties and import charges are covered by PawFresco (DDP). If a carrier asks you to pay an import charge, contact nexontrllc@gmail.com with the receipt so we can resolve or reimburse it.

Delays
Delivery times are estimates based on our carriers' published service standards. Delays caused by carriers, customs or peak season are outside our control — contact nexontrllc@gmail.com and we will chase it for you.