How we get Drool to you
All orders are processed and dispatched from our warehouse within 1–3 business days. Yes, we guarantee they can count on one paw the days until their treats are on their way.
From here our delivery partners Shippit or Australia Post will take it to your door within 4–8 business days (that’s 1–2 paws) depending on your location. And if the arrival of the postman wasn’t exciting enough, wait until they see what’s inside!
If you have a PO box, we will deliver your order via Australia Post.
This means a maximum of 11 business days (2 paws and three toes) from placing your order for most locations in Australia with standard shipping.
|Standard Shipping||Express Shipping|
|Victoria||3–5 Business Days||2 Business Days|
|All other states||4–6 Business Days (WA 10 Business Days)||3 Business Days (WA 4 Business Days)|
*Please note remote areas may experience slightly longer lead times.
The freight (and the free) part
|Standard Shipping||Express Shipping|
|Order total less than $35||$8||$12|
|Order total more than $35||Free||$12|
|Order total more than $75||Free||Free*|
*Express shipping available on one-time orders only.
Missing or Lost Packages
Whilst we endeavour to get your orders delivered on time and in perfect condition we understand that accidents can happen and orders sometimes get off the leash.
If your order is missing or lost, please check to make sure that the delivery address on your account is correct. If this is spot on, please reach out to our delivery partners for a status update. If your problem isn’t resolved, don’t hesitate to contact us on firstname.lastname@example.org.
My package arrived damaged
No-one wants to be damaged goods. Certainly not us. If you have received a box that isn’t in good condition , please take pictures to show the damage externally and internally. Please reach out to us with details and the images to email@example.com.
You have the right to refuse the delivery if you believe the product contained is not in good condition. Please bear in mind that your treats themselves are packaged in airtight and food-grade material.
Authority to Leave
All our online orders are delivered directly to your door with ‘Authority to leave’ as the default option. If you’re out (at the dog park) when your treats arrive, our driver will leave the parcel at your address as long as they believe it’s safe to do so. Note: This is when your neighbour’s dog might start sniffing and staring at what just arrived…
If the driver is unable to find a safe place to leave your parcel unattended (and your dog doesn’t do a convincing signature) they will leave a delivery card instead. You will be able to follow the instructions on the delivery card or the tracking link in your email (or text message) from Shippit to either organise redelivery or collect your parcel from a local collection point.
Please note that if your order is being delivered by Australia Post, you will receive a delivery card or tracking link from Auspost instead. For any questions, please contact Australia Post directly or call 137 678.
Changing Delivery Address
Redirection to a new address is not available on our website once the order has been processed. However, here’s what you can do! Once you receive the email or text message tracking notification from Shippit, you can follow the ‘Get Help’ button on your tracking link email to send a request for change of delivery address to Shippit directly.
Please note that changing your address through Shippit will not change your address information on your Drool account. If you need to change your address for all future orders, please access your account online via the my accounts page.
If your order is being delivered by Australia Post, you will receive a tracking link or email from Auspost instead. For any questions, please contact Australia Post directly or call 137 678.
Currently, we only ship to Australian domestic delivery addresses. But we’re working on it. Drool will soon fly overseas too!
Where required under Australian Consumer Law, we will accept returns and provide with an exchange or refund for the below reasons:
- The product is damaged, or
- The product is faulty, and
- You can provide proof of purchase.
We love our treats and we’re sure your little mate will too! But if you’ve checked our FAQ page and you’re still not happy, we’re happy to accept returns of unopened products within 30 days of purchase to make sure your customer experience is as positive as possible. Just send us your request on firstname.lastname@example.org.
Whilst we value your time, in these cases we would appreciate your feedback so that we can improve our products for the furry family!
Please contact us on email@example.com.