FAQ

The delivery fee is dependent on the weight, dimensions, and destination of the parcel.  The delivery fee is calculated and displayed under your order details at checkout.

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.

You can also elect to have your parcel delivered for pick up at one of our veterinary partners for no additional charge.

For full information on delivery including pricing, please refer to our Delivery Information page.

As long as we have all the items you ordered in stock, your order will be picked and packed the same day and dispatched from our warehouse within 3 working days.

All of our parcels are sent via Toll Priority or Toll IPEC ex Brisbane, QLD so depending on where you are located, most deliveries should arrive within 5-10 working days. We do not ship to PO Boxes and our couriers deliver between 9am and 5pm local time, so we strongly advise that you have your order delivered to a work or home address where someone will be able to sign for your parcel.

You will receive a notification email when your order is received, and a second email when your order ships from our warehouse. Click & Collect customers will also receive a “ready to pick-up” email from their selected veterinary partner.

If any of your items are out of stock, you will be contacted via email by our customer service team.

Payment can only be accepted through our website by credit card, we accept mastercard & visa.

Unfortunately, we are not able to take orders over the phone.

Orders from our website are delivered by Toll courier. We highly recommend that you provide a work address, as deliveries are made between 9am and 5pm local time and require a signature. We cannot send orders to PO Boxes.

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 our delivery methods and costs, please refer to our Delivery Information page.

Firstly, you must notify us of your intention to return within 7 days of receiving your order for approval. Then, if the product is in perfect condition (with tags etc. still on), you can return it to our address printed on the dispatch label and order new products from our website to the same value. We will credit you for the original product when you send us an order number for the new order.

• Hill’s Pet Nutrition – Call the HelpLine 1800 679 932  or send an email via Hill’s Customer Support.
• Royal Canin – Call the HelpLine 1800 622 969 or send an email to Royal Canin Customer Support
• Advance – Call the HelpLine 1800 640 111 or send an email to Advance Customer Support

We do not refund products unless they are proven to be faulty.

We are not able to take orders over the phone. Our shopping facility is a web-based system and orders can only be placed through our secure online service. For your safety, your financial details are not stored and no one else can view your personal details.

At this stage we do not deliver any products outside of Australia.

All prices quoted on the website are in Australian Dollars.