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Shipping Policy

1: What are your shipping charges for Australia?

We offer Free Shipping* on all orders 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.

Free shipping* - details: Orders less than 1.5kg are generally shipped via Australia Post; Orders above 1.5kg or those requiring a box (eg. Frontline spray, shampoos) are shipped by courier.

NB. If your order is between 1.5-2kg requiring a box (eg. Frontline Spray, shampoos etc) and you prefer your order to be shipped ONLY via Australia Post, please select the Australia Post shipping option when you place your order.

Please Note: Free shipping* option is not applicable on selected products. You will be charged a standard shipping cost of $7.95 on such products. Kindly contact our customer service department for more information.

To offer free postage and pass on maximum discounts, we may at times open outer product packaging or fold the boxes to reduce the size of the package and save the shipping cost. This should not affect the product in any way, but should you have any concerns, please feel free to contact our Customer Service department

2: 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.

3: 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. In case of stock availability issues and Public Holidays, delivery times may take longer.

If you do not receive your order within 21 business days of shipping, we will offer a refund or a reship unless the address provided is incorrect or incomplete. Also, we will not be able to offer a refund or reship if the shipping company provides us proof of delivery. Once delivered to the address provided, the order is the receiver's responsibility.

Important update:

Most parcels are arriving on time, but delays are being experienced in some regions.

Please note, we have been notified by our shipping partners that there are substantial delays in the deliveries in some regions due to labor shortages. We request you to allow some additional working days for the delivery.

For more information please contact our customer service team on 1300-838-787 or email us at support@vetsupply.com.au

If you have given us / shipping company, like Australia Post "authority to leave" you are confirming that it is safe to leave the item at your premises if no one is home, and we cannot be held liable for any loss or damage. Please note that under Australia Post rules, you are deemed to have given authority to leave unless you opt out. If you do not want the parcel left when no one is available to sign for it, please use our paid shipping option.

4: 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 2 business days of placing your order, please contact our customer service team at support@vetsupply.com.au.

5: How can I track 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.

6: Can I return my order?

We have a "No questions Asked" return policy. If for some reason 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 all returns are in their original packaging and in a sealed condition.

NB. If for some reason you want to return part or whole order, you will have to incur cost to return the order since we have shipped your order free of charge under our FREE SHIPPING policy. Under no circumstances we will bear the cost of return unless we had shipped incorrect part or whole order to you, in that case will arrange for return of the part or whole order and ship correct order at our cost or refund after we receive the product in our warehouse.

Multiple Quantities

We have noticed that some of the orders we receive has multiple quantities of a product/products.

Currently there is no shortage of pet health care products including food reported so please avoid over stocking, be assured that we are maintaining high levels of stock. Your orders are packed and shipped at the earliest.

Please note that we have changed our return policy to discourage over-stocking. We will not be accepting any returns except for errors in ordering or dispatch.

For more information please contact our customer service team on 1300-838-787 or email us at support@vetsupply.com.au

7: How will I receive the refund for returns?

Your refund will be processed, once our returns team confirms the return has been received. Please bear in mind all refunds are made to the original mode of payment.

8: What about the delivery that I receive after refund or reshipment of the order?

Suppose you receive the original order after refund or reshipped order, you have to return the original pack within two days. On the condition, you failed to return the package, you will be charged for the same in lieu of our shipping policy. If you like to return the product, our returns department will help you.

You can contact at support@vetsupply.com.au or call on toll free number 1300-838-787. Or if you would like to retain the product, you will be billed for the same.

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