Shipping Policy
Last updated: July 2026
Thank you for shopping with PawLove by D-Diamond. We want every order to arrive safely and smoothly. Please read the following information before placing your order.
Order Processing
Orders are typically processed within 1–3 business days after payment has been successfully confirmed.
Processing times do not include weekends or public holidays. During sales, product launches, holidays, or periods of high demand, processing may take slightly longer.
Once an order has entered the processing or fulfilment stage, we may be unable to change or cancel it.
Shipping Destinations
We currently ship to:
- Australia
- United States
Available shipping methods, costs, and promotions will be displayed at checkout.
Estimated Delivery Time
After dispatch, orders typically arrive within 7–15 business days.
Please remember that this is an estimated timeframe and not a guaranteed delivery date. Delivery may occasionally take longer because of circumstances outside our reasonable control, including:
- Courier or postal delays
- Customs processing
- Severe weather or natural events
- Public holidays and peak shopping periods
- Incorrect or incomplete delivery information
- Remote or regional delivery locations
We appreciate your patience if an unexpected delay occurs.
Shipping Confirmation and Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information, when tracking is available.
Tracking information may take 2–5 business days to begin showing updates after dispatch. This does not necessarily mean that your order has not been shipped.
Customers are responsible for monitoring their tracking information and checking for attempted deliveries, collection instructions, or messages from the courier.
Multiple Packages
Items from the same order may be stored at different fulfilment locations. As a result, your order may arrive in separate packages and on different dates.
You will not be charged additional shipping fees when we divide an order into multiple shipments. Where available, separate tracking information will be provided for each package.
Incorrect or Incomplete Addresses
Customers must provide a complete and accurate delivery address when placing an order.
Please carefully check:
- Full name
- Street address and unit number
- Suburb or city
- State and postcode
- Country
- Contact information
If you notice an error, contact us immediately at [your email address]. We will do our best to help, but we cannot guarantee that an address can be changed once the order has entered processing or been dispatched.
If a package is returned because the address provided was incorrect, incomplete, inaccessible, or because it was not collected, the customer may be required to pay the cost of reshipping the order. Any refund will be handled in accordance with applicable consumer law and our Refund Policy.
Delayed Orders
Occasional shipping delays can happen. A temporary delay or a lack of recent tracking updates does not necessarily mean that a package is lost.
If your order has not arrived after the estimated delivery period:
- Review the tracking information.
- Check around the property and with household members.
- Check with neighbours, reception, building management, or your local post office.
- Contact the courier if their details are shown on the tracking page.
- Contact us at ddiamond.official.co@gmail.com with your full name and order number.
We will review the available tracking information and, where appropriate, contact the shipping provider or fulfilment partner to investigate.
Orders Marked as Delivered
If tracking shows that your order has been delivered but you cannot locate it, please:
- Check around the delivery location.
- Ask other household members or neighbours.
- Contact the courier directly for delivery details.
- Notify us as soon as possible.
We will assist with the investigation where reasonably possible. However, the outcome may depend on the courier’s delivery records and the circumstances of the delivery.
Lost Packages
A package will only be considered lost after the courier or shipping provider has completed its investigation or confirmed that it cannot be delivered.
If an order is confirmed as lost, we will provide an appropriate solution, which may include a replacement or refund, depending on the circumstances and applicable consumer law.
Please do not submit a payment dispute or chargeback while we are actively investigating the shipment, as this may delay the resolution process.
Damaged or Incorrect Orders
If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible at ddiamond.official.co@gmail.com and provide:
- Your order number
- A description of the problem
- Clear photographs or videos of the item
- Photographs of the packaging and shipping label
Please keep the product and its original packaging while we review the issue. We will assess the information and provide an appropriate solution in accordance with our Refund Policy and applicable consumer law.
Refused or Uncollected Packages
Customers are responsible for following tracking updates and collecting packages when required.
If a delivery is refused, not collected, or returned to us due to customer action or incorrect delivery information, original shipping charges may not be refundable. Additional shipping costs may apply if the customer requests redelivery.
This does not limit any rights the customer may have under applicable consumer law.
Customs, Duties and Import Charges
International orders may be subject to customs inspections, import duties, taxes, or other charges imposed by the destination country.
Unless stated otherwise at checkout, these charges are not included in the product price or shipping cost and may be the customer’s responsibility. PawLove by D-Diamond does not control customs processing times or charges imposed by government authorities.
Customers should check the import requirements that apply in their country before ordering.
Order Changes and Cancellations
If you need to change or cancel an order, contact us immediately at ddiamond.official.co@gmail.com.
We will try to accommodate your request, but changes and cancellations are not guaranteed once an order has entered processing or been dispatched. After dispatch, the order will be handled under our Refund and Returns Policy.
Contact Us
If you have questions about your shipment, contact us at:
Email: ddiamond.official.co@gmail.com
Store: PawLove by D-Diamond
Please include your full name and order number so we can assist you more quickly.
Australian Consumer Law
Nothing in this Shipping Policy excludes, restricts, or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law or other applicable legislation.
