Shipping Policy

Last updated: 31 March 2026

This website is operated by Vascend, trading as Vascend Pets. Vascend Pets ships a range of pet products that may be fulfilled through third-party partners or dispatched from locally held stock. This policy explains how shipping works across these fulfillment methods.

This policy applies to purchases made directly through the Vascend Pets online store unless otherwise stated.

 

Shipping Availability

While we ship internationally where available, not all products can be delivered to all destinations. Shipping availability depends on the product, supplier, destination, and applicable regulations, including any import restrictions on animal products or pet-related goods in your country. Any delivery limitations will be reflected at checkout or on the product page where possible. Availability may vary between items within the same order.

 

Shipping Rates and Free Shipping

Shipping rates are calculated at checkout based on your delivery location, the items in your order, and the fulfillment method used.

We offer free standard shipping on qualifying orders over $99 USD where shipping is available. The free shipping threshold is applied automatically at checkout and may be displayed in your local currency based on current exchange rates.

Orders that do not meet the free shipping threshold will be charged standard shipping rates shown at checkout before payment is completed. Free shipping eligibility is calculated based on the order value after discounts are applied.

 

Processing Time

Orders placed through the Vascend Pets store are typically processed within 1 to 3 business days. Some products may require additional handling or preparation time before dispatch. Where this applies, it will be reflected in the delivery timeframe shown at checkout or on the product page.

Once your order has been processed and dispatched, you will receive a shipping confirmation email and tracking details where available.

 

Delivery Timeframes

Delivery times vary depending on the product type, destination, and carrier. Estimated delivery ranges are provided as guidance only and may be affected by factors outside our control, including carrier delays, customs processing, or peak shipping periods.

 

Order Tracking

Tracking information is provided where available. Please allow up to 48 hours after dispatch for tracking details to update. If tracking information has not appeared within a reasonable time, please contact us with your order number.

 

Split Shipments

If your order contains multiple items, they may be shipped separately and arrive at different times. This allows each item to be fulfilled as efficiently as possible and does not incur additional shipping charges.

 

Customs, Duties and Taxes

For international orders, customs duties, taxes, or import fees may be applied by local authorities. These charges are the responsibility of the customer and are not included in the product price or shipping cost unless explicitly stated.

Some countries impose restrictions on the import of certain pet products, including animal-derived chews, treats, or materials. It is the customer's responsibility to verify that the product is permitted for import into their country before placing an order. We are not liable for items seized or delayed by customs authorities.

 

Incorrect Delivery Address

Please ensure your delivery address is accurate before completing your order. If an order is undeliverable or returned due to an incorrect or incomplete address provided by the customer, any reshipping costs are the responsibility of the customer. We are not liable for delays or losses resulting from address errors.

 

Purchases via Third-Party Marketplaces

For orders placed through third-party marketplaces, including eBay or Amazon, shipping updates, tracking, and delivery communications are managed in accordance with the relevant marketplace's policies. Where marketplace policies differ from this policy, the marketplace policy takes precedence.

 

Delivery Delays

Delays caused by carriers, customs authorities, weather conditions, or other external factors are outside our control and do not automatically entitle an order to a refund. If your order appears significantly delayed, please contact us and we will do our best to assist.

 

Contact Us

If you have any questions about shipping or delivery, please contact:

Email: support@vascend.com.au

 

Vascend

Trading as Vascend Pets

Parcel Locker 10078 38355

2 Sentry Drive

Stanhope Gardens NSW 2768

Australia

We aim to respond within 1 to 2 business days.