Frequently Questioned Answers

 

Company Information

Where are you located?

Our main company location is Alice Springs, Australia

What is your address?

29 Ocean Streett

ALICE SPRINGS

Northern Territory 0870

Australia

Are your items authentic?

We stand by the products we sell.

All products are genuine, labeled in English and have the longest expiry dates currently available with most having at least a year or two before expiry.

Our pet medications and other pet products are sourced from multiple locations including Australia, Europe, South Africa and the United States to bring you great savings.

All of our products are branded items and identical in composition to the US labelled product, they are also still made in the same location as the US labelled products, we do not stock any generic items.

Existing Order Questions

What payment methods can I use?

We accept payment via PayPal (where you can also pay using your American Express, Visa, MasterCard  and Discover card).

Do you charge sales tax?

We don’t charge sales tax

How do I cancel an order?

If your order hasn’t already been shipped, please send us an email or use the contact us form on our website and we’d be happy to assist with cancelling the order for you.

If your order has already been shipped it would be too late to cancel or change the order, you can however return the order to us for a full refund.

How do I track my order?

 you can track your order using the tracking reference found on your shipment notification email through the DHL Global Mail site webtrack.dhlglobalmail.com or usps.com

Why does the packaging look different?

Our orders are shipped from outside the US which helps us provide the best value possible. Most of the items we stock are export labelled items in metric weight, they are otherwise identical to the US labelled product in that they’re in the same manufacturer sealed packaging and regardless of the country they’re labelled for are also manufactured in the same location. For further assistance please send us an email or use the contact us form on our website and we’d be happy to assist.

Return Policy

What's your Return Policy?

We offer an easy 30 day return policy on purchases and will refund your product total. All you need to do is ship it back to us.

Please note the following details about returns:

  • An order cannot be cancelled once it has shipped. If you decide to cancel after shipment, our return policy applies.
  • Returns must be in new condition and in the original packaging.
  • Please do not use or open a product before returning it or else we cannot refund your purchase.
  • If you received a damaged or defective item please email us and do not return the merchandise.
  • If you are looking to exchange an item simply submit a return and place a new order online. All items must be invoiced for manufacturer warranty purposes.

To return an order to us for a refund you can return it to the address on the enclosed packing slip.

Please include either a copy of the packing slip or your order number with the return to expedite the refund for you.

Alternatively, if the shipping envelope is not opened, you can instead refuse the order by marking it as refused/return to sender and handing it back to your postal service. Once done, please let us know via email so we can confirm the status on the tracking information and issue a refund for you at that time.

Shipping

Where are your orders shipped from?

Our orders are shipped from outside the US. Most of the items we stock are export labelled items, and are otherwise identical to the US labelled product in that they’re in the same manufacturer sealed packaging and regardless of the country they’re labelled for are also manufactured in the same location. Our warehouses in Australia, Portugal, and Singapore.

For further assistance please send us an email or use the contact us form on our website and we’d be happy to assist.

Where do you ship to?

We ship worldwide via DHL eCommerce with final delivery via your local postal service, such as USPS Australia Post or Canada Post

How long will it take to receive my order?

For standard shipping the estimated shipping time is 5-10 business days from when your order is shipped for most locations.

External factors such as customs, public holidays and postal delays can impact the delivery time, there are also restrictions on some products which cannot be shipped to certain locations.

Please note that we don’t deliver on Saturdays and Sundays

How much is shipping?

Standard shipping is always free and includes tracking and insurance where available