Australian Dollar
Refer Your Friends & Earn Easy Money
×
×

Faq

Q: When will my order be dispatched?

Most of the orders are dispatched within 24-48 working hours after the order gets placed. However, In case of stock availability issues and Public Holidays, it may take more than 48 working hours to dispatch the order.

Q: Will I be charged in AU Dollars if I am not from Australia?

Please be noted that all the prices displayed on our website are in Australian Dollars (AUD). However, if you place an order for shipping outside of Australia, the amount will be charged based on the conversion rate in US Dollars (USD).

Q: How long will it take for delivery?

Depending on the location, orders are delivered within 3-10 business days. In our experience, most orders are delivered within 3-5 business days but we do advise customers to allow for 10 working days. If your order is not delivered within 10 business days, please contact our customer service team for assistance.

Q: How will I know that my order has been shipped?

A shipping confirmation email will be sent to you as soon as your order is dispatched. If you do not receive an email within 48 hours of placing your order, please contact our customer service team at support@vetsupply.com.au.

Q: How much are the shipping charges?

We offer Free Shipping* on all orders irrespective of the size to most of the cities and regions, however we have to make special arrangements for some areas which are not covered by our postal/courier partners. In such cases, cost will depend on the weight and zone defined by our courier partners and customers will be charged accordingly.

Q: Is the shipping fee applicable on all products?

No, we don't charge shipping fees for all the products. However, certain products from the categories such as 'Accessories', 'Coats & Clothing' and 'Bed' are shipped by our shipping partners separately. If your order includes product(s) from these categories, standard shipping charges shall be applicable, depending on the weight of the product(s) and shipping location.

Also, there are some areas that are not covered by our freight partners. Orders shipping to these areas are subject to paying the shipping cost defined by our courier partners.

Q: Can I change my order?

To make any changes in your order, please contact our customer service team on phone at 1-300-VetSup (1300-838-787) or via email at support@vetsupply.com.au at the earliest. Your order will be amended if it has not been shipped.

Q: Can I return my order?

If you wish to return your order, please contact our customer service team within 5 days of delivery. No returns will be accepted unless authorised by our team. Please ensure that the order is in a sealed condition and returned in its original packaging.

Q: Can I cancel my order?

Please contact our customer service team on phone at 1-300-VetSup (1300-838-787) or via email at support@vetsupply.com.au at the earliest. Your order will be cancelled if it has not been shipped.

Q: How do I check the status of my order?

You can check the status of your order by logging into your account online and clicking on the order number. Alternately, you can contact our customer service team and they will track it for you.

Q: My order was delivered damaged, what do I do?

If your order was delivered in damaged condition, please email us a picture and details at support@vetsupply.com.au within 5 days of delivery. We will be in touch with you to resolve this to your satisfaction.

Q: I have forgotten my password, what can I do?

Please click on the Sign In button on the Home Page. This will direct you to the Customer Login. Click on the Forgot Password button to receive an email with your password details to your registered email address.

Q: What is Auto- Delivery?

Auto Delivery is a quick and convenient way of ensuring that you never run out of pet supplies. Auto Delivery allows you to create a recurring order, which means that you do not have to reorder every few months. You just place one order and then choose how often you want that order to be delivered, the delivery address and the mode of payment. The order will be automatically delivered to your doorstep on the schedule you choose.

Q: Can I manage my auto-delivery details online?

Yes. You can change any of your order details, including the product or your delivery address at any time. Its risk free and you can cancel it at any time. Please call us on our toll free number or email us at support@vetsupply.com.au to make any changes to your auto order.

Q: Do promotional offers/discounts change frequently?

Product pricing, promotional offers, coupon discounts, etc. are subject to change without prior notice. Offers cannot be combined for additional discounts. Coupon codes do not apply to discounted products.

Q: Is shopping with VetSupply.com.au secure?

Shopping online with VetSupply.com.au is absolutely safe and secure. We do not share your private or credit card information with anyone. In accordance with the industry standards, we have 256 bit encryption (SSL technology) on our payment gateways and we strictly adhere to the PCI (Payment Card Industry) standards. For more information please check our privacy policy.

Q: How can I change my account details?

You can change your account information anytime by signing into your account and updating the relevant information. Alternatively you can contact our customer service team for assistance.

Q: Sometimes images on website are different from product received, why?

All images shown are for illustration purposes only. Actual product may vary due to product enhancement or supplier change. Sometimes, due to differences in monitors, colors of products may also appear different to those shown on the site. Also, some products may have an associated image only, which are for reference and illustration purpose only.

Q: Why are some of the products not part of your season sale/other promotions?

Due to our large volume of purchases, we are able to negotiate significant discounts on certain products. We share these concessions with our customers and sell these products at discounted prices. This is why season sales and other promotion coupons are not applicable to these products. Some of the products which are excluded from our promotional offers include Bravecto Chewable for dogs, Nexgard Spectra, Advocate for dogs & cats, Nexgard chewable for dogs, Bravecto Spot on for dogs, Bravecto Spot On for cats, Simparica Chewables, Simparica TRIO, Credelio Plus, Revolution Plus, Bravecto plus, etc.

Q. I see a product on your site specifying expiration date, should I buy it or not?

We advertise short-expiry products with distinction on our website. Please pay attention while buying a product with a short-expiration date taking your requirements with the respective product into consideration. Kindly note, returns for short-expiry products shall not be accepted.

Note : Please ensure to select correct product/size, no refund or exchange will be done on wrong product selected.

.
MAX PET SUPPLIES PTY LTD. ABN: 86 603 803 738 © 2024 VetSupply.com.au - All Rights Reserved.
Winter Sale
0% Off
on all orders -
Use Code : SUM5
×

Shop now. Pay later. Always interest-free.

Add your favourites to cart
Select Afterpay at checkout
Log into or create your Afterpay account,with instant approval decision
Your purchase will be split into 4 payments,payable every 2weeks