how to order

Ordering quality veterinary products through Vet and Pet Products is a simple and convenient process. Below are the most frequently asked questions about how to order through us. If you have any questions that aren't answered by this page, then please don't hesitate to contact us directly, either via email or phone. You will find all our contact details through our Contact Us page, accessed in the navigation bar above.

1. How do I find a product on your website?
There are two ways to find a product on our site. The first is to use the navigation bar to the left of the screen to go to a particular species of animal, for instance dogs, then find the category of product you are searching for, for instance flea control in dogs. Then you can read through the descriptions of products available until you find the product you wish to buy. The other way to find a product is to enter the name of the product, or type of product category, into the search engine located to the upper left of the screen. This will take you directly to the page that contains the product you are searching for. Remember that if you are searching for a product that is available for more than one species, for instance dogs and cats, that you may need to put into the search engine keywords that detail the species as well as the product. If you cannot find a product on our website, we guarantee that we can still supply you with that product or a similar product (unless it is a medication that requires a prescription from a veterinarian). All you need to do is contact us by email, phone or fax and we will locate the product within 24 hours and ship it to you as soon as possible.

2. How do I place an order?
When you find the product you are looking for, all you need to do is clip the "Add to Cart" button located on the right of the picture of the product. Note that with some products you will need to choose a specific option, such as colour, pack size or weight of the animal. You can check the contents of your shopping cart at anytime by clicking the "Shopping Cart" button located in the navigation bars at the top of the screen. When you are finished shopping, simply click on the "Shopping Cart" button to check your purchase choices, then click on the "Checkout" button to purchase the products. This will lead you through the payment process. Total costs, including delivery costs, are clearly shown before any payment is finalised.

3. What are the payment methods available?
We accept all major credit cards including Visa, Mastercard and Bankcard via our website. For phone/fax orders by our Australian customers, we also accept cheque, money order or direct debit in addition to credit card. All payments by credit card are charged in Australian dollars.

4. What are the delivery costs?

For Australian customers:
· Up to 500g anywhere in Australia = $10.50

· 500g to 3kg anywhere in Australia = $20.00

Western Australia
· 3kg - 5kg = $20.00
· 5kg -10kg = $25.40
· 10kg - 15kg = $35.90
· 15kg - 20kg = $55.30

Other Australian States
· 3kg - 5kg = $24.20
· 5kg - 10kg = $38.50
· 10kg - 15kg = $55.00
· 15kg -20kg = $68.20

For international customers:
· Up to 250g = $10.00
· 250g - 500g = $13.00
· 500g - 1kg = $27.00
· 1kg - 2kg = $39.00
· $6.00 for every 500g after this

5. How long will it take to receive my order?
Orders are generally dispatched within 1-2 days, unless otherwise notified. They then take within 5-7 working days until delivery in Australia, unless you are in a remote locality where mail transit may take longer. If a delay is to be expected, you will be notified.

6. Can I return the product?
Our customers satisfaction is our primary concern, so if you are dissatisfied with your product or have changed your mind with a purchase, please see our Returns Policy.

7. Can I order by phone?
Although we offer completely secure credit card facilities on this website, we understand that some customers may prefer to speak to us directly via telephone to place orders and leave credit card details. We are more than happy to take phone orders, so please don't hesitate to call us on the phone number listed above and on the contacts page. If we are not available to answer your call, please leave a message and we guarantee we will return your call within 24 hours. Alternatively, you can fax through your order, credit card details and contact details and we will contact you with a confirmation of your order within 24 hours.

8. What if I am a customer from outside of Australia?
We value our international customers and as such have strived to make ordering through Vet and Pet Products as simple as possible. Although all prices are displayed in Australian dollars, we have supplied on the left navigation bar a link to currency converter to calculate the price of the product in your own currency. We accept all major credit cards such as Visa and Mastercard, which is charged in Australian dollars.