Shipping policy

Shipping Policy

Last updated: July 7, 2026
Store: MoggyMate
Website: moggymate.store
Support: support@moggymate.store

This Shipping Policy explains how MoggyMate processes, ships, tracks, and handles delivery of customer orders.

1. Order Processing

Orders are usually processed after payment is successfully received and the order passes fraud and address checks.

Processing times may vary during high-volume periods, sales, public holidays, supplier delays, or carrier disruptions.

Once an order is processed, packed, or submitted to our fulfilment partner, it may no longer be possible to cancel or edit the order.

2. Shipping Destinations

MoggyMate primarily ships to customers in:

  • Australia;

  • New Zealand;

  • Other available locations shown at checkout.

If your country or region is not available at checkout, we may not currently ship there.

3. Estimated Delivery Times

Estimated delivery times are shown on the product page, checkout page, order confirmation, or shipping confirmation where available.

Delivery estimates are not guaranteed. Shipping may be delayed by customs, carrier issues, weather, holidays, remote-area delivery, incorrect address information, payment review, supplier processing, or events outside our control.

4. Tracking Information

Once your order ships, we will send tracking information to the email address provided at checkout.

Tracking updates may take several days to appear after a shipping label is created. This is normal and does not necessarily mean the package is lost.

5. Customer Address Responsibility

Customers are responsible for providing accurate shipping information.

Please carefully check your:

  • Full name;

  • Street address;

  • Apartment/unit number;

  • Suburb/city;

  • State/region;

  • Postal code;

  • Country;

  • Phone number;

  • Email address.

MoggyMate is not responsible for failed delivery caused by incorrect, incomplete, or outdated shipping information provided by the customer.

6. Address Changes

If you need to change your address, email support@moggymate.store immediately.

We cannot guarantee address changes after an order is placed. Once the order has been processed or shipped, we may be unable to change the address.

7. Lost Packages

If tracking has not updated for an unusually long time, contact us at support@moggymate.store.

We may contact the carrier, review tracking history, and determine whether the package appears delayed, lost, or still in transit.

If a package is confirmed lost by the carrier or fulfilment partner, we may offer a replacement or another appropriate remedy.

8. Packages Marked Delivered

If tracking shows the order was delivered, the order is considered delivered to the address provided at checkout.

If you cannot locate the package, please check:

  • Mailbox;

  • Porch;

  • Parcel locker;

  • Building reception;

  • Mailroom;

  • Neighbours;

  • Household members;

  • Local delivery office.

MoggyMate is not responsible for theft, building-access issues, mailroom errors, incorrect delivery instructions, or packages taken after delivery unless required by law.

9. Customs, Duties, and Import Charges

Depending on your location, orders may be subject to customs duties, taxes, import fees, or other charges.

Unless clearly stated otherwise at checkout, customers are responsible for any customs duties, taxes, or import charges required by their country.

MoggyMate is not responsible for delays caused by customs inspection or customs clearance.

10. Refused or Unclaimed Deliveries

If a customer refuses delivery, fails to collect a parcel, ignores carrier notices, or provides an address where delivery cannot be completed, the order may be returned, abandoned, destroyed, or delayed.

In these cases, shipping fees, handling fees, and return costs may be deducted from any refund where permitted by law.

11. Split Shipments

Some orders may ship in separate packages. If this happens, you may receive more than one tracking number and packages may arrive on different days.

12. Shipping Delays Are Not Automatic Refunds

Once an order has shipped, delays alone do not automatically qualify the order for cancellation or refund unless required by applicable consumer law.

If your order is delayed, contact us and we will assist with tracking and carrier review.

13. Contact

For shipping help, email:

support@moggymate.store

Please include your order number and shipping address.