Shipping policy

This Shipping Policy applies to all purchases made through our websites and associated platforms, including:

• Ask A Vet – askavet.com
  

• Woopf – woopf.com
  

• Purrz – purrz.com
  

• Xtallion – xtallion.com
  

By placing an order with any of our brands, you agree to the terms outlined below.

Processing Times

• Orders are typically processed within 1–3 business days (excluding weekends and public holidays).
  

• You will receive a confirmation email once your order has been processed and shipped.
  

Shipping Timeframes

• Our estimated delivery timeframe is 5–10 business days, with most orders arriving within 3–7 business days.
  

• Shipping times may vary slightly depending on your location and local postal service efficiency.
  

Shipping Origins

• Products may ship from our warehouse in China or our warehouse in Nepal, depending on the manufacturer.
  

• If your order contains items produced in different locations, your delivery may arrive in multiple shipments at no additional cost to you.
  

Shipping Costs

• Shipping costs (if applicable) will be calculated at checkout and displayed before completing your purchase.
  

• On purrz.com, standard shipping is free for orders with a subtotal of US$30 or more after discounts, to destinations we currently ship to. The equivalent threshold applies when you shop in another currency.

  From time to time, we may offer free shipping promotions, which will be clearly advertised.
  

Order Tracking

• Once your order has been shipped, you will receive an email with tracking information.
  

• Please allow up to 48 hours for the tracking details to update.
  

Delays & Customs

• While we do our best to ensure timely delivery, unforeseen delays (such as customs clearance, courier delays, or extreme weather) may occur.
  

• Buyers are responsible for any customs duties, taxes, or import fees that may apply in their country.
  

Incorrect Addresses

• Please ensure your shipping address is entered correctly at checkout.
  

• We cannot be held responsible for delays or lost parcels due to incorrect or incomplete address details.
  

Lost or Damaged Items

• If your order has not arrived within 15 business days, please contact us for assistance.
  

• If your parcel arrives damaged, please notify us within 48 hours of delivery with photos, and our team will work with you to resolve the issue.
  

Returns & Refunds

For information on returns, refunds, and exchanges, please see our Returns & Refunds Policy available on each brand’s website.

Contact Us

If you have any questions about your order or shipping, our support team is here to help:

• Ask A Vet – hello@askavet.com
  

• Woopf – hello@woopf.com
  

• Purrz – hello@purrz.com
  

• Xtallion – hello@xtallion.com
  

Postal Address (for returns & correspondence):
PO Box 360
Mosman, NSW, Australia 2088