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Shipping & Handling Information

All online orders are sent from Australia via AusPost or DHL. At checkout you can choose from a shipping option listed below. Please note that Australian shipping prices are less expensive and quicker than overseas because they are sent from Australia. All prices on this website are in USD.

Shipping country & method 1 item 2 items 3 items 4+ items
Australia - AusPost Platinum (2-3 days) $20.00 $20.00 $20.00 $20.00
International - AusPost Express (2-3 weeks) $35.00 $35.00 $35.00 $35.00
International - DHL Courier (4-6 days) $75.00 $80.00 $85.00 $90.00

Yes. We will send tracking details to you via email as soon as your order is dispatched. You can visit the link we provide to monitor the status and location of your order via the AusPost or DHL websites, depending on which shipping option you choose. This is available for both Australian and international orders.

Due to COVID-19 most international deliveries will not require a signature for health & safety reasons until further notice. This is dependent upon on your country's current postal regulations, however where a signature is not collected a photo is generally taken for proof of delivery instead.

All orders submitted before 10am (Australian Eastern Standard Time - AEST) on a weekday are sent the same day, otherwise they will be sent the following business day. If you are in a rush, please make sure you choose the DHL option for international orders as this is significantly quicker.

No. We fill out all required forms to ensure your order clears customs quickly. Typically, you will not have to pay any fees or taxes due to the nature of the product. However, there are rare cases where certain countries require you to pay an import tax before the goods are released.

Yes. At checkout you can provide separate details for the shipping and billing addresses. Please be sure to enter their name, address and phone number in the 'delivery address' to make sure it is sent to them and not you. You can still place the order on their behalf using your email address and billing address.

In the event your order is officially deemed lost by the shipping carrier (not delayed), or it is damaged, we will make arrangements to send a replacement order back to you free of charge. If it is damaged, you will need to provide photographic evidence of this and/or send the damaged goods back to us in the post. If your order is lost, you must first make a claim with the shipping company and they must confirm non-delivery. All damage claims must be made within 24 hours of receiving your delivery.

COVID-19 shipping impacts

Though COVID-19 has had repercussions on the shipping industry across the globe, please know that we are still sending orders to all countries except those listed below. This list is kept up-to-date daily and as soon as any situation changes, we will publish it here.

Countries we are NOT shipping to:

  • Mexico
  • Russia
  • Turkey

DHL Express only (no Australia Post option):

Below is a list of all countries where our Express Post International shipping option is currently unavailable due to lengthy delays. DHL's Express International Courier is the fastest and 100% most reliable shipping option for now until this situation changes.

  • India

For shipping updates and notifications specific to your country, you may also wish check our carriers websites on the links below.

Website payment information

We exclusively use PayPal for all payments made through our website. If you do not have a PayPal account you can still pay with a credit card using their facilities once you leave our website. For more information ordering online please refer to our FAQs below or contact us here.

Yes. When you checkout from our website and are taken to the PayPal screen, simply click the link that says "Pay with a credit card". Here you can securely enter your credit card information to pay for your order without having to sign up for a PayPal account.

Absolutely. Our own website is protected via a SSL security certificate to protect your personal details and PayPal's payment page is protected by the world's leading online security system. We DO NOT share your details with any 3rd parties and all information you provide us is 100% confidential and safe.

Because our customers come from all over the world, we use USD as this is the most widely used international currency. When you make a payment at the final stage of our checkout process via PayPal, your order total will be converted from USD into your local currency with which you choose to pay. PayPal uses real-time currency conversion rates to calculate this. There are no additional fees for this process, however the price you pay in your chosen currency will fluctuate according it's value against the USD at that exact moment in time.

We do not offer refunds under any circumstance. If you do not receive your order or if it is damaged upon arrival we will reship it to you free of charge.

If you have reached the final checkout payment screen on PayPal's website and your details will not be accepted, there are 2 possible reasons:
1. Although it may seem obvious, your card or PayPal login details may be incorrect. Please make sure to check the details you entered and make sure they are correct.
2. Your delivery address may be on PayPal's excluded list of countries it does not accept payment from here.

Choosing the right product for your pet

We have a range of different product strengths and formula types to suit animals of all sizes for many types of conditions. For more information on how to choose the product that is best suited for your pet's needs, please click on the button below or contact us here for more information.

Dog and cat on footpath

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