Below are answers to some commonly asked questions about our online shop. Additional information about delivery can be found on our Delivery Information page, or you can email us or call 1300 650 468 for help with ordering.
How much does delivery cost?
The delivery fee is dependent on the weight, dimensions and destination of the parcel. The delivery fee or shipping cost for your order is calculated and displayed under your order details at checkout prior to entering your payment details.
The weight used to calculate your delivery fee may be different to the listed weight of the products you have ordered. Delivery weight and dimensions include the net weight and dimensions of the product along with its packaging and any packing material, such as boxes or shrink wrapping.
For full information on delivery including pricing, please refer to our Delivery Information page.
When will my order arrive?
You will receive a notification email when your order is received. As long as our supplier has all the items you ordered in stock, your order will be picked and packed within 1 business day and dispatched from their warehouse within 2 business days.
All of our parcels are sent via Australia Post eParcel from our supplier's nearest warehouse so depending on where you are located, most deliveries should arrive within 5-10 business days. You can manage your delivery preferences and track your orders by creating a MyPost account at the Australia Post website. If you have not received your item within this time, please submit an enquiry.
If any of the items you ordered are out of stock, you will be contacted by our supplier's customer service team by phone or email.
Do you accept returns?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Exchanges or refunds can be requested by filling out our online form within 7 days of receipt of your order. Please note that we will only exchange products for store credit if you have simply changed your mind.
Please refer to our returns policy for more information.
Can I pay for my order other than by credit or debit card?
As our system is automated, payment can only be accepted through our website by credit or debit card. Unfortunately we are not able to take orders over the phone.
At Gungahlin Veterinary Hospital we can order in specific products on request from existing clients, but please note that the pricing will usually be different to this website. Please call us on 02 6242 7276.
How can I change the email address or other details on my account?
Emails about your order will be sent to the email address you entered when registering or ordering on our website. To change this email address or any of your other details, visit the My Account page to update your details.
If you're still having problems updating your details, contact us.
Can I order by phone or email?
Our staff and customer service team are not able to take online shopping orders over the phone. Our shopping system is web-based and is designed to ensure your order is processed as quickly as possible.
Gungahlin Veterinary Hospital can order in specific products for our clients if you give us a call on 02 6242 7276, but please note that the pricing will usually be different to our website.
What currency are your prices in and where do you deliver to?
All prices and delivery costs displayed on the website are in Australian Dollars and include GST.
Our home delivery parcels are sent via Australia Post eParcel which covers all of Australia. We do not deliver any products outside of Australia.
I’m looking for a product and can’t find it on your website.
If an item is out of stock or otherwise unavailable, it won't show up if you are browsing the store, but it may show up as "out of stock" if you search for it. You can check back later or contact Customer Service to find out when the product is due to arrive again.
Please note that we cannot sell prescription products or certain sprays online. Please call us at Gungahlin Veterinary Hospital on 02 6242 7276 regarding these products.
If what you are looking for is not covered by the above, please contact us to tell us what you are looking for, and we can look at adding it to the shop for you.
Why am I being asked for additional information when paying?
Our online shop uses Windcave (formerly known as Payment Express) to process payments and uses 3D Secure technology to make your online shopping experience safer. This allows the bank that issued your card to confirm your identity when you shop online.
Some banks automatically enrol all cardholders in Mastercard SecureCode or Verified by Visa.
If this is the case and we are the first shop you have used that
supports 3D Secure, you may see a request for a username and password or
other information only you will know as the cardholder before allowing
you to proceed with payment.
If you have any questions about Mastercard SecureCode or Verified by Visa, please contact your bank.