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Shipping Policy

Free Shipping

VetSupply offers Australia-wide free shipping to most cities and regions using Australia Post Regular Mail Service or Aramex Couriers.

Shipping Time

VetSupply is known for prompt shipment of orders. All orders are processed and dispatched within 24-48 working hours after it gets placed on our website.

Once the order is processed and dispatched, a shipping confirmation email will be sent to your registered email address.If you do not receive an email within two business days of placing your order, please contact our customer service team at [email protected].

Shipping Fee

A few products under the categories including 'Accessories', 'Coats & Clothing' and 'Bed' are shipped separately by our shipping partners.

Standard shipping charges based on the product weight and shipping location shall be applicable to these products.

The shipping fees will be calculated before checkout.

Delivery Time

Majority of the dispatched orders are delivered within 3-5 business days. However, we request our customers to allow 10 business days, as in the cases of unforeseen circumstances or public holidays, delivery may be delayed.

To get updates on deliveries by Australia Post and Aramex Couriers, click on the links below:

For Aus. Post - https://auspost.com.au/disruptions-and-updates/domestic-service-updates

For ARAMEX - https://www.aramex.com.au/our-services/network-service-updates/

For more information please contact our customer service team on 1300-838-787 or email us at [email protected]

Guaranteed Delivery

VetSupply provides guaranteed delivery. If you do not receive your order within 21 business days from the day it is shipped, we will offer a refund or reship for the same, unless the mailing address is incomplete or incorrect.

Please note, if the shipping company provides us with proof of delivery, there will be no refund/reshipment. Once the order is delivered, it is the receiver's responsibility.

Delivery Instruction

If you would like to provide any specific delivery instructions, we request you to provide us that information while placing the order. If no specific delivery instructions are provided, then our courier service has the authority to leave the package at a safe place.

Shipping Methods

Australia Post Regular Mail (Free Shipping):

We ship most of the packages using Australia Post regular mail.

Please note, we flat pack the merchandise to reduce the shipping cost ensuring that the products inside are not tampered.

Smaller packages which are shipped with free shipping do not include tracking and insurance. All shipments mailed in such a way are the buyers' responsibility.

Australia Post eParcel

Parcel Post provides quick and efficient delivery without insurance. This shipping option allows buyer to track the package and check the updates on Australia Post website.

If you wish to lower the risk of having your parcel go missing in transit, you may opt to ship your order using this option available at an additional cost of $9.95 during checkout.

Australia Post Express

Australia Post’s Express is the fastest and most cost effective way to receive your order. It can be delivered in as fast as 24-48 hours depending on your location.

You can opt for this service at an additional cost of $11.95 during checkout.

Aramex (Formerly Fastway Couriers)

We use Aramex Couriers to ship your order depending upon your location and size of your order. Most of the packages above 2 Kg (e.g. Sprays, Shampoos,food items, treats etc.) are shipped using this courier service.

VetSupply retains the authority to determine the shipping method for all 'Free Shipping' orders. We may utilize any suitable shipping method that allows for swift dispatch, depending on availability.

International Shipments

Orders shipping to countries other than Australia (International Shipping) will incur an additional $14.95 shipping cost.

Return & Refund

Returns

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 authorized 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 a part of or the 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 have shipped it incorrectly. In that case, we will arrange for the return of the part or whole order and ship correct order at our cost or issue a refund after we receive the product.

Refunds

All refunds will be processed to the same mode of payment used while ordering. The refund will reflect in the account within 3-5 working days depending on the bank.

In case, you receive an order after receiving a refund/reship for a delayed/missing order, you can either return the additional shipment or retain it by paying for the same. Failing to return an extra shipment/order will incur a charge for the product/order as per of our shipping policy. For more information, please contact our customer support team.

Shipping and Delivery Terms and Conditions
  1. Free shipping is not applicable on selected products. Shipping cost differs depending on products ordered.
  2. To pass on maximum discount, we ship the order in an envelope hence, we may flat pack your order to fit inside the letter box.
  3. There are certain areas where additional shipping fee may be applicable and will depend upon the weight of the parcel as well as the delivery zone.
  4. If for some reason you wish to return your order or have received damaged, incorrect or incomplete order, please contact our customer service team within 5 days of delivery.
  5. Buyers will not be provided with a refund or reship if they contact us after 5 working days of receiving the package.
  6. Buyers will have to provide a picture of the products with the package and invoice if they have received an incorrect, damaged or incomplete order.
  7. We keep delivery records of the orders shipped for 2 months. No Refund or reshipment will be provided if the buyer contacts us after 2 months for the delivery status of the shipment.
  8. There are certain regions in Australia, where our courier service is unable to deliver the shipment, in such case, the package will be returned back to us. We will contact the buyer once the package has been returned to arrange a reshipment or refund for the shipment. The shipping cost has to be paid by the buyer incase of reshipment.
  9. Once the order has been marked delivered, it is the buyer’s responsibility to contact the courier/postal service.
  10. Once the order has been delivered to the delivery address provided by the buyer, it is the buyer’s responsibility. VetSupply is not liable for any loss of the shipment once the delivery is confirmed.
  11. Buyer’s will not be offered a reshipment or refund for non-delivery of the shipment once the courier/postal company has marked the package as delivered.
  12. Buyer’s are required to inform the customer support team within 24 hours, if they are willing to get their package delivered to the parcel collect or parcel locker.
  13. Buyer’s are required to select the paid shipping option if they are willing to deliver the package to the parcel locker.
MAX PET SUPPLIES PTY LTD. ABN: 86 603 803 738 © 2024 VetSupply.com.au - All Rights Reserved.
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