Summer Sale
Grand Summer Sale
Get 7.5% OFF On All Orders
Coupon Code VETSALE75
 

FAQ

Q: When will my order be dispatched?

Orders are dispatched within 2 business days after an order is placed.

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: Can I change my order?

To make any changes in your order, please contact our customer service team on phone at 1-300-VetSup (1-300-838-787) 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 14 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 (1-300-838-787) 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: Can I place an order without registering?

Yes you can. If you do not wish to register, you can use the guest login for checkout. Please bear in mind that in some cases you may not receive our newsletters or special offers if you are not a registered member.

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

If your order was delivered damaged, please email us a picture and details at support@vetsupply.com.au. 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 there 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: 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 see 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.

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

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