FAQ
Q: How can your prices be so cheap?
A. By operating online and not having an actual physical store, we can keep our costs down. We have also been able to negotiate discounts with our wholesalers because we sell so many products each month.
Since we started in 1999, over 113,000 customers have taken advantage of these great savings, and we hope you will too.
Our shipping charge is just $4.95 for postage, handling and FULL insurance for each order delivered anywhere in Australia, no matter how large your order. So the more you order, the more you save!
If you find the total price of the products you wish to buy advertised cheaper on any Australian online store just contact us and we’ll match it*.
* applies only to prices advertised by Australian based businesses for products which are in stock, in date and in retail quantities after including all taxes, postage and handling charges and insurance costs - applies to the "total basket price". Excludes trade or bulk orders.
Q. How long will my order take to arrive?
A. We say to allow 10 business days for delivery within Australia. However most of our customers find that their order arrives in much less time. Most orders arrive in 3 to 5 business days.
Actual delivery time depends on a number of factors including the amount of mail the post office has to process at the time and whether or not you live in a metropolitan area.
Q. How much does shipping cost?
A. We charge just $4.95 for postage, handling and FULL insurance for each order delivered anywhere in Australia, no matter how large your order. We have one of the lowest shipping charges in the business. So the more you order, the more you save. Orders delivered to addresses outside Australia are charged $15.95 postage, handling and full insurance.
Why not get together with a few friends and place your order together?
Q: Can I collect my order?
A. Yes, orders can be collected from our Warehouse on the Sunshine Coast, Queensland by arrangement. Click here for directions and more information.
Q. I was looking for VetShopOnline, how come I ended up at VetShopAustralia?
A. VetShopAustralia is Australia’s own online store for animal health products. It used to be known as VetShopOnline.com.au but the name was changed to reflect our 100% commitment to being an Australian owned business serving Australian customers. VetShopAustralia.com.au is no longer owned by the same company that owns VetShopOnline.com.
Q. Can I order prescription products from you?
A. Unfortunately, we cannot sell prescription products over the internet.
Q. I want to change my order, what do I need to do?
A. Please contact us immediately on 1300 VETSHOP (1 300 838 7467) or email our dispatch team at dispatch@vetshopaustralia.com.au.
We try to dispatch orders as soon as possible and often dispatch on the same day as the order is made, so its important that you let us know of any changes as soon as possible.
Q. Is Shopping with VetShopAustralia secure?
A. Buying online from VetShopAustralia is safe and reliable. To ensure your payments are secure we use the latest available encryption technology (also known as SSL Technology). We use leading payment processing providers eWay and St George Bank to process visa and mastercard payments in real time. We also offer other payment options including bPay and Paypal.
Your credit card details are never sent by email and we will never disclose your personal details to anyone without your permission.
For more details, read Our Guarantee.
Q. Will you keep my personal details private?
A. Yes!. We understand that your privacy is important, that's why we will never pass on your name, address or email address to anyone without your permission.
The information you provide to us is kept secure and only held for the purposes it is provided, such as processing payment and dispatching your order. For more details, read our Privacy Policy.
Q. I am having trouble ordering, what do I do?
A. First check that you have “cookies” enabled on your computer (as this is a common problem). Click here to learn how to enable cookies. Make sure you add www.VetShopAustralia.com.au as a trusted site once cookies are enabled.
If you’ve enabled cookies and you’re still having problems, just call one of our customer service representatives on 1300 VETSHOP or email customerservice@vetshopaustralia.com.au
Read more about how to order.
Q. I live in the USA, can I order from VetShopAustralia?
A. If you live outside Australia, we recommend you visit www.VetShopOnline.com . VetShopOnline.com allows you to shop using US dollars and a US toll free number.
However, if you wish, yes, people outside Australia can order from VetShopAustralia. Orders delivered to addresses outside Australia are charged $15.95 P&H. Please note, some products may not be available to customers outside Australia.
Q. Do you ship to Japan?
A. Unfortunately due to difficulties with Japanese Customs and Import Authorities, we are currently unable to ship to Japan.
Q. I’m not happy with my order, what can I do?
A. If for any reason you are not happy with any products you order when you receive them, send us an email (info@VetShopAustralia.com.au ) and tell us why and then just return it (unopened in the original packaging) for a replacement or refund. (excluding stock marked as "clearance" - clearance stock cannot be returned or replaced).
Q. Do you sell pet foods?
A. Unfortunately the cost of delivery would outweigh any savings we could pass on to our customers, so we do not sell pet food.
Q. Can you tell me more on how I can place an order?
A. For a guide on ordering with VetShopAustralia just click here.
Q. Do you accept Paypal?
A: Yes, we do accept Paypal. Simply select "Paypal" as your payment option when going through the checkout process. You can also select Paypal if you want to pay using your American Express (Amex) or Discover Card (unfortunately, due to technical reasons, the Paypal option is currently the only way we can accept payment using those two cards).
Q: I have ordered from you before, but I can't see my old orders in the "previous orders" section in "my account"?
A: If you have been shopping with us for some time, you would be aware that in late January 2009 we completely upgraded and overhauled our shopping cart platform. With the new platform comes heaps of great features including a log of previous orders and the ability to "place order again" but due to technical reasons, the only orders shown are those placed on the new system. Orders placed before late January 2009 will not be shown. If you have a question about an order before that date, of course, all you have to do is call us 1-300 VETSHOP or email info@VetShopAustralia.com.au.
Q. What if I have more questions?
A. If you have any questions on our products or service, please email info@VetShopAustralia.com.au or call 1300 VETSHOP (1 300 838 7467) between 9:00 am and 5:00 pm Eastern Standard Time. Please note, we are unable to provide advice on individual complaints or ailments.