SHIPPING INFORMATION
Shipping & Delivery
Everything you need to know about processing, delivery and tracking your NURTAPAW order.
Shipping Information
Everything you need to know about how your NURTAPAW order is processed, shipped and delivered.
Order Processing
Orders are typically processed within 1–3 business days before dispatch. Orders placed on weekends or public holidays may begin processing on the following business day. Once your order has been dispatched, available tracking information will be sent using the contact details provided with your order.
Delivery Times
Once dispatched, orders typically arrive within 7–14 business days. Please note that delivery timeframes are estimates rather than guaranteed delivery dates. Occasional delays may occur due to carrier operations, customs processing, peak periods, weather or other circumstances outside our direct control.
Processing: 1–3 business days
Delivery: 7–14 business days after dispatch
Missing, Damaged or Incorrect Items
If your parcel arrives damaged, contains an incorrect product or appears to be missing an item, please contact NURTAPAW Customer Care as soon as possible. Please include your order number, a brief description of the issue and, where relevant, clear photographs of the product and packaging. This will help us review and resolve the issue efficiently.
Incorrect or Incomplete Delivery Address
Please check your delivery information carefully before completing your purchase. If you notice an error after placing your order, contact us as soon as possible. We'll do our best to update your details before fulfilment begins, but changes cannot be guaranteed once an order has entered processing or been dispatched. NURTAPAW cannot guarantee successful delivery where incorrect or incomplete delivery information has been provided.
Delivery Delays
Although most orders should arrive within the estimated delivery period, occasional delays can occur after dispatch. If your order appears to be significantly delayed, please check your tracking information first. If you still need assistance, contact NURTAPAW Customer Care with your order number and we'll help investigate the shipment.
Will My Order Arrive in One Package?
If your order contains multiple products, items may occasionally be fulfilled or dispatched separately. This means you could receive more than one parcel for a single order. Where available, separate tracking information will be provided for each shipment. You will not be charged additional shipping simply because an order is delivered in multiple parcels.
Customs & Import Charges
Most NURTAPAW orders are shipped using delivery methods where applicable duties and import charges are handled as part of the shipping process. This means customers will generally not be required to pay additional customs charges upon delivery. Shipping arrangements may vary depending on the product, destination and delivery method. Where different conditions apply, we aim to communicate the relevant information during the ordering process.
Tracking Your Order
Where tracking is available, tracking information will be provided once your order has been dispatched. Please allow some time after receiving your tracking details for the carrier's system to update. Tracking events may not appear immediately after dispatch. If your tracking has not updated for an extended period, please contact NURTAPAW Customer Care for assistance.
Need More Help?
If you have a question about your delivery that isn't answered above, we're happy to help. Please include your order number when contacting us about an existing order.