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FAQs

ORDERING

Q. What Payment Options Do You Offer?

There are various payment options available at the checkout such as Credit Card and Paypal. Select the option most suitable to you in the "Payment Method" area while creating an order. For example if you wish to pay by Paypal, select this option to create the order.

Australian customers can also pay by cheque or direct deposit.


Q. How do I pay by cheque or direct deposit?

Please send your cheque made payable to Vet Products Direct Pty Ltd along with your name and the order number to PO BOx 4976, SCMC, Queensland, Australia. 4560.  Don’t forget to include your name and order number with your cheque.

Direct Deposit may be made to:
Account: VPD Australia Pty Ltd
Account BSB: 114879
Account Number: 450 207 463

You MUST include your name and order number with your payment please.


Q. What currency am I shopping in?

As most of our customers are Australian, Vet Products Direct shows its prices and charges in Australian dollars by default.

However, VetProductsDirect.com does have multicurrency shopping -  please select your preferred currency from dropdown selector at the top of the site before you begin to browse.

When you checkout, you will have the option to select “Pay with Paypal” and pay in your selected currency, either using your Paypal account or your credit card. Alternatively if you select “Pay with Credit Card” your card will be charged for the  Australian dollar equivalent (don’t worry, you’ll see exactly how much you’ll be charged before you click on “confirm”.)


Q. How do I change or cancel an order?

To change or cancel an order, you must contact our customer service team either by online chat,  email at help@vetproductsdirect.com or by  telephone on 1300 838776 as soon as possible.

Please note that we try and ship orders on the same or next day and orders cannot be changed or cancelled once shipped,  so please contact us as quickly as you can if you’ve made an order error.


Q: Can I collect my order?

To keep our prices as low as possible, in January 2018 we closed our retail outlet in Banyo, so unfortunately no, you can no longer collect your order in person. However even with our shipping charges our customers tell us they’re still paying less than at the local vet or pet store..

 


Q. Can I order prescription products from you?

This website doesn’t sell prescription products but Australian pet owners can get valid veterinary prescriptions filled online at PetScripts.com.au
 


Q: I have a coupon code, how do I use it?

If you have a valid coupon code, you can enter it in the coupon code box on the checkout page to receive your discount. The coupon code box is located on the checkout page.  Simply enter the coupon code and press the Apply button. If the code has worked then you will see the words "Coupon accepted" appear next to the box. You will then see the discount added to your Order Contents at the bottom of the checkout page, and you can proceed to enter your payment details.
 


Q: I have tried entering a coupon code and it did not work, what should I do?

If the coupon code that you have entered is not working, please first check that the coupon code has been entered correctly. Second, you should make sure that the coupon is still valid and has not gone past it's expiry date. Third, you should re-read the conditions to make sure that your order qualifies for the coupon discount. For example, some coupons are only set up to allow for one use per customer, so on the second attempt it would not be accepted. If the coupon code you are using is valid but you still cannot get it to work, then you should contact our customer service representatives.
 


Q. Do You Price Match?

We're proud of our low prices. If you find the total price of the products you wish to buy advertised cheaper on any Australian online store we will match their price*. 

(*Price match applies only to advertised price from an Australian online retailer of animal health products for in-date, Australian registered product sold in retail  quantities  and  applies to the "total basket price"  including all taxes, P&H and other charges. You must contact us before you place your order so we can implement the price match. Price match guarantee excludes pet food and products that weigh over 1 kg and does not cover competitor sale prices, "with coupon" offers, cash back or promotional offers and member discounts, or prices advertised on ebay or other auction or marketplace websites, group buying sites or member sites. We reserve the right to decline to price match if doing so would result in us selling products at below cost or otherwise making an unacceptable loss.)


Prohibited Delivery Countries

Please note due to restrictions imposed by our payment processors, fraud monitors and/or government regulations, we are unable to deliver to certain countries including: Belarus, Congo, Ivory Coast, Cuba, Estonia, Iran, Iraq, Israel, Japan, Latvia, Liberia, Lithuania, Myanmar (Burma), North Korea, Sudan, Sweden, Syria or Zimbabwe . These countries have been removed from the country list from our checkout, and if you do place an order for delivery to any of these countries it will be cancelled. We apologize for the inconvenience this may cause however it is not something we can control.



SHIPPING

What are your Shipping Charges?

In Australia, most orders incur a $7.95 shipping charge to cover postage, packing and handling. If you want express shipping, live outside Australia, or if you order a vaccine there are higher charges.  Your shipping charge will be clearly displayed on the checkout page.

At checkout, there will be a drop down list of freight charges that apply to your order. IT IS UP TO YOU, THE SHOPPER, TO CHOOSE THE CORRECT OPTION BASED ON THE GOODS YOU HAVE SELECTED.

Vet Products Direct reserves the right to alter this freight charge to the correct one if you choose incorrectly. If your order is particularly large or heavy and in some other limited cases such as if you order large quantities of an item, then  the shipping charge may be higher but if so, we will contact you before shipping to confirm any additional charges. 

Additional fees and special rules apply to orders containing vaccines – please read the next answer for important details.

If you’re not sure what the shipping charge on your order will be, please contact our customer service representatives either by online chat,  email at help@vetproductsdirect.com or by  telephone on 1300 838776.
 


Q. I want to order a Vaccine - What Do I need to Know?

Australian customers can order certain vaccines from us, but because most vaccines need to be kept cold, orders containing vaccines incur a $32.95 shipping charge and are packed with blocks of ice in a styrofoam esky. They are also only dispatched on Mondays and Tuesdays and only to addresses that are in the Australia Post Express Post Network area. (To check if you’re in that area, click here).

Orders containing vaccines will not be shipped to addresses outside Australia or outside the Express Post Network Area.

PLEASE ENSURE THAT THERE WILL BE SOMEONE AVAILABLE TO COLLECT YOUR VACCINE ORDER PROMPTLY AT THE DELIVERY ADDRESS (OR POST OFFICE, IF YOU USE A PO BOX). WE WON'T BE RESPONSIBLE IF WE'VE TRIED TO DELIVER YOUR VACCINE ORDER BUT YOU FAILED TO ENSURE IT IS COLLECTED.


Q. How long will my order take to arrive?

We say to allow 10 business days for delivery within Australia. However most of our customers find that their order arrives in much less time. Most orders arrive in 3 to 5 business days. If you live outside Australia you'll generally receive your order within 7 to 10 business days, but some orders can take up to 28 business days.

Actual delivery time depends on a number of factors including the amount of mail the post office has to process at the time and whether or not you live in a metropolitan area.


Q. What about Customs and Duties?

It is your responsibility to ensure that your use of this website and the purchase of any products from us complies with the law where you are. We make no representation or warranty in this regard. All local taxes, customs duties and other government fees and charges imposed on any products you purchase or on your purchase are your responsibility.
 


Q. What delivery Company Does VPD Use?

 Vet Products Direct ships all goods using Australia Post trackable eparcel. Goods are shipped as quickly as possible following the placement of an order, in almost all cases within three business days.

For less frequently ordered products we sometimes have to access the product from one of our suppliers, causing a slight delay and meaning goods will ship within seven business days.

If for some reason the manufacturer is unable to supply the goods within this time frame, we will either cancel and refund your order or  contact you with an estimated ETA and ask if you wish to wait or cancel the order for a full refund.


Q. How Do You Handle Returns?

We at VPD understand that from time to time customers need to return product they have ordered, for a variety of reasons.

If you’ve simply changed your mind or no longer need a product it can be returned for refund or replacement within 30 days of the purchase date. The product must be returned in the original packaging and in original condition. In this situation you are responsible for the cost of posting the product back to us. Will refund you the price you paid us for the product, but not shipping charges.

If the product is not as described, is defective or is otherwise covered by your consumer law rights, we will refund you or replace the product. We’ll also cover the reasonable costs of you returning the product to us nd otherwise comply with our statutory obligations.

Please note you must contact our customer service representatives by online chat,  email at help@vetproductsdirect.com or by  telephone on 1300 838776 before returning a product.
 


Q. What about Damaged or Non-Delivered Orders?

We ensure that all orders are carefully picked and packed, however once they are given to Australia Post or other courier service for delivery, they are outside our control. All Australian orders are sent by tracked eparcel, so non-delivery is rare, but if it does happen, please visit https://auspost.com.au/mypost/track/#/search or call Australia Post on 13 76 78 with the tracking number we’ve emailed you or contact us and we’ll try and help you find it.

Please ensure that you provide your full address when ordering. We cannot be responsible for non-delivery if you do not provide the correct address. All orders are your responsibility once delivered to your address (whether or not someone is home to accept collection). Please note that under Australia Post Safe Drop rules you are deemed to have given "authority to leave" confirming that they can leave the item at your premises if no one is home if they consider it safe to do so. If you do not want “Safe Drop” you need to log in to your MyPost account and advise Australia Post.

Orders shipped to addresses outside Australia are not tracked. They are shipped standard parcel post and may take up to 28 days to arrive.

If your order arrives damaged, or you’re not located in Australia, please contact our customer service representatives by online chat, email at help@vetproductsdirect.com or by telephone on 1300 838776 and they will try and help.
 


Q. I don’t want the delivery company to leave my order if no one is home, what can I do?

In Australia, under Australia Post rules you are deemed to agree to “Safe Drop” unless you notify Australia Post that you don’t agree. You do this by creating a My Post account and recording your instructions. You must use the same name, email address and phone number you use with us when placing the order, otherwise Australia Post won’t be able to link the two. Unfortunately you need to do this, we can’t do it for you.

You can also use your My Post account to redirect the order to a different address in some circumstances.

To set up a My Post account or for more information visit https://auspost.com.au/delivery-options or call 13 76 78

If you’re not located in Australia, you should contact your local postal service to determine your options.


Q. Why Have I Only Received Part of My Order?

In order to ensure we can give you the best possible prices, in some cases we will ship an order in two parcels, sometimes from different locations - for example if you order a bag of dog food and a grooming brush, we might ship the dog food from one warehouse and the grooming brush from another. If you’ve only received part of your order, the rest should arrive shortly, but if you have any questions, contact our customer service representitives  by online chat,  email at help@vetproductsdirect.com or by telephone on 1300 838776.

 


VPD CLUB

Q. What’s the VPD Club?

Enjoy up to 40% off on unlimited orders all year round.
Club members get WHOLESALE PRICES on all items at Vet Products Direct - every day!
There is no limit to the amount of product you can purchase. You are even allowed to have 2 delivery addresses!

Massive Savings! Many of our VPD members save their subscription fee on their first order.
Convenient and easy delivery to your door.

All orders, any weight shipped anywhere in Australia for $7.95.

The VPD Club price is displayed underneath the list price on every item, so check your favourites and see how much you will save.
 


Q. Can I use my subscription to buy for my friends?

You are allowed two delivery addresses only on your account, and we allow you to edit your addresses twice in your year’s subscription.
 


Q. What about Promotion Codes and Reward Points?

No promotion codes or reward points can be used on VPD Club orders or to purchase a membership.
 


Q. Can I get a refund if I change my mind?

You can get a refund on your club subscription within 30 days, only if you have not used it to purchase at club prices.
 


Q. How Much Does it Cost to Join?

A 12 month VPD Club subscription costs just $64.95. A one month VPD Club Subscription costs $49.95.
 


Q. How do I Start?

Click Here to purchase a club subscription, then log out and log back in again to display the discount club prices.


REWARD POINTS

Visit our Reward Points page to find out how you can earn and redeem Rewards Points on your VetProductsDirect.com.au [, VetProductsDirect.com, PetVetDirect and Love My Pet] purchases. Please note purchases through OurPetPharmacy.com.au do not earn reward points.

 

 

 

 

Get $5 off your first order

When you subscribe to receive exclusive deals from VetProductsDirect