Frequently Asked Questions

All prices are displayed in Australian dollars (AUD).

We accept Visa, Mastercard, American Express, JCB, China UnionPay, Apple Pay, Google Pay and Afterpay. We do not currently accept PayPal.

No

No

Enter your coupon code in the coupon code field at checkout. If the code is valid for your order, the discount will be applied to your order total. If it isn't working, check that it has been entered correctly, hasn't expired and that your order meets any applicable conditions, such as eligible products, minimum spend or delivery location. Only one coupon code can be used per order. Free shipping codes are only available to Australian customers.

When you select Apple Pay or Google Pay at checkout, only your saved payment card details are used to process your payment. Your name, email address, delivery address and delivery method will remain as entered or selected during checkout on our website.

Please ensure your details are correct before placing your order.

Yes. We use SSL encryption and Stripe to securely process online payments. Your credit card details are never sent by email. For more information about how we handle your personal information, please see our Privacy Policy.

The information on our website is general in nature and is not a substitute for veterinary advice. If you have questions about your pet's individual health, symptoms or treatment, please speak with your veterinarian.

Always follow the instructions provided on the product label or by the manufacturer. Product information, including ingredients and dosage instructions, may change, so please refer to the packaging supplied with your product for the most current information.

Always follow the storage instructions provided on the product packaging or by the manufacturer.

Yes. We sell a range of selected food products for: dogs https://vetshopaustralia.com.au/dog/food and cats https://vetshopaustralia.com.au/cat/food

We do not sell prescription products through VetShopAustralia. Australian customers with a valid prescription from an Australian veterinarian can order prescription pet products through PetScripts.

No. VetShopAustralia does not sell vaccines.

Yes. If you find the total basket price advertised for less by another Australian online retailer, contact us before placing your order and we'll see if we can match it. Price matching applies to in-date, Australian registered products sold in normal retail quantities and is based on the total basket price, including taxes, postage, handling and other applicable charges. It excludes pet food, products over 1kg, sale prices, coupon or promotional offers, cashback offers, member discounts, marketplace and auction websites, group buying sites and member-only sites. We may decline a price match if it would result in the product being sold below cost or at an unacceptable loss.

Please contact Customer Service as soon as possible. Orders are typically dispatched within 2 business days and cannot be changed or cancelled once they have been shipped, so please get in touch as quickly as possible if you've made an ordering error.

Some orders may be shipped in two or more parcels. While our main warehouse is in Forest Glen, we also fulfil some products from other warehouses around Australia. If you've only received part of your order, the remaining items may still be on their way. Check your shipping confirmation and tracking information, or contact Customer Service if you're unsure.

Yes. Collection is available from our Forest Glen warehouse for orders placed by phone with Customer Service. We'll let you know once your order has arrived and is ready for collection. Please wait for this confirmation before coming to collect your order. Unit 5/42 Owen Creek Rd, Forest Glen QLD 4556. Mon–Fri, 9am–5pm AEST.

Pack size refers to the number of chews, tablets or pipettes included. For example, a 3 pack contains 3 individual doses and a 6 pack contains 6 individual doses. Always check the product page for the exact contents and dosing information.

For change-of-mind returns, contact us and return the product unopened and in its original packaging within 90 days of purchase for a replacement or refund. Clearance products cannot be returned or replaced for change of mind. If a product is damaged, faulty or there is another issue covered by the Australian Consumer Law, contact us as soon as possible so we can arrange an appropriate remedy which may include a reshipment, refund or Store Credit, depending on the circumstances.

Contact Customer Service. We may ask for a copy of your invoice and photos of the product, packaging and labels so we can verify the issue. Once reviewed, we'll work with you on the most appropriate resolution, which may include a reshipment, refund or Store Credit, depending on the circumstances.

No. Items marked as Clearance are final sale and are not eligible for return, replacement or refund except where you are covered by the statutory warranties in the Australian Consumer Law.

Yes. Registered customers can earn Rewards Points on eligible purchases and activities. Your points balance, current earning and redemption options and the full Rewards Terms & Conditions are available on the Rewards page.

Standard shipping within Australia is $7.95 for orders up to 17.9kg. Shipping for orders over 17.9kg is calculated at checkout.

Yes. Within the Australia Post Express Network: up to 900g $14.95; 901g–2.9kg $17.95. Express Shipping is unavailable for orders over 2.9kg and is not available internationally.

Orders are typically dispatched within 2 business days. If there is an unexpected delay, Customer Service will get in touch.

Most Australian orders arrive within 3–5 business days after dispatch, while international orders generally arrive within 10–14 business days after dispatch. Delivery times can vary depending on location and circumstances outside our control.

We currently ship to Australia, Hong Kong, Malaysia and Singapore.

International shipping starts at $19.95 for orders up to 900g. Shipping for heavier orders is calculated at checkout. International Express Shipping is not available.

All orders are tracked from dispatch through to delivery, including international orders. Once dispatched, we'll send a tracking link to the email address used at checkout.

For Australia Post deliveries, you can manage your delivery preferences through your MyPost account, including available delivery options for your parcel.

Contact Customer Service as soon as possible. If your order hasn't yet been handed to the courier, we may be able to update the address, but we can't guarantee changes will be possible. Customers are responsible for providing a complete and correct delivery address.

If your order hasn't arrived within 10 business days for Australian deliveries or 28 days for international deliveries, contact Customer Service and we'll investigate with the courier. If tracking shows it as delivered but you can't find it, first check around your property and with neighbours, then contact the courier for delivery information or proof of delivery.

Almost all of our packaging is recyclable, biodegradable or produced from sustainable sources. Our boxes and filling materials are cardboard and recyclable, and our packing tape is biodegradable. Some products require additional protective packaging, such as insulated packaging and ice packs for cold items or additional wrapping for liquids. We're committed to adopting better alternatives as they become available.

We ship with Australia Post. Every order is fully tracked from dispatch through to delivery via email.

Check the spam or junk folder of the email address used when placing your order. If you still can't find your order confirmation or tracking email, contact Customer Service and we can check your order details.

Store Credit may be added to your account as part of a promotion or, with your agreement, instead of a refund. Log in and proceed to checkout to apply available Store Credit to your order. Your balance can also be viewed from My Account. Store Credit does not expire, is non-transferable, cannot be redeemed for cash, cannot be combined across multiple accounts and is forfeited if your account is closed.