Shipping policy
Last updated: November 7, 2026
TOMO Pets trades as TOMO PETS AUSTRALIA, ABN 66 808 717 076. Here’s what to expect when you order a TOMO mat.
Where we deliver
We offer tracked delivery within Australia. Delivery availability for your address is confirmed at checkout before payment.
Made for them, then on its way
Our personalised feeding mats are made to order. We typically dispatch within 1–2 business days after you place your order.
Our usual overall delivery estimate is 4–7 business days from ordering. This includes making your mat and its journey to you. These are estimates, rather than a guaranteed arrival date. Your destination, public holidays and carrier delays can affect delivery.
Business days are Monday to Friday, excluding public holidays. If we become aware of a material delay with your order, we’ll contact you using the details you provided.
Shipping costs
Australian feeding-mat shipping is charged per order, in AUD:
| Mats | Standard | Express |
|---|---|---|
| 1 | $12 | $22 |
| 2–3 | $18 | $30 |
| 4–10 | $24 | $30 |
Standard delivery is estimated at 3–5 business days after dispatch; Express is estimated at 1–2 business days after dispatch. Express delivery does not shorten the time needed to personalise your mat.
For more than 10 mats, contact us for a shipping quote before payment. The shipping cost and order total are shown at checkout before you pay.
Tracking your parcel
Your order is sent with tracking. We’ll provide the tracking details when your order is dispatched so you can follow its journey. If you can’t find your tracking information, contact us with your order number.
Check your delivery details
Please enter a complete, accurate address, including your unit or apartment number where relevant. If you spot an error, email support@tomopets.com.au as soon as possible. We’ll check whether the address can still be changed.
If a parcel is returned because it could not be delivered, we’ll contact you to discuss the next step and any applicable redelivery cost before arranging it. We won’t charge a redelivery fee without explaining it to you first.
Delayed, missing or damaged deliveries
If your parcel is late, tracking has stopped, or something arrives damaged or incorrect, contact us with your order number and a description of the issue. Photos can help us assess damage, but contact us even if you can’t provide them.
We’ll help investigate the delivery and work with you on a suitable solution. You do not need to resolve a problem with our carrier yourself before contacting us.
This policy does not exclude or limit your rights under the Australian Consumer Law, including any right to a remedy where goods are not supplied or do not meet a consumer guarantee.
Coming-soon products
Availability-notification lists for future products are not orders or reservations. No payment is taken and no shipping date is promised when you register your interest. Delivery information will be provided when those products become available to order.
Need a hand?
Email support@tomopets.com.au or use our contact form. For order changes, personalised items and our happiness guarantee, see our terms of service.