Frequently Asked Questions

For non-prescription products, we offer free shipping on metro orders over $49.

For metro orders under $49 and all regional orders, shipping fees are calculated at checkout.

Prescription medication ships separately at a flat express rate of $9.49.

Vets Love Pets offers a reliable and affordable delivery service to all metro and regional locations within Australia. Orders are usually dispatched within 1-3 business days, depending on stock levels.

Delivery times: Orders usually arrive within 2 - 8 business days, with metro areas at the quicker end. If you haven't received a shipping confirmation after our standard dispatch timeframe, please don't hesitate to contact us.

Contact our friendly customer service team if you have any questions about your delivery.

The default delivery option is currently “authority to leave” (no signature needed).

Please note our delivery option is only authority to leave without a signature unless updated in the AusPost app.

Yes, we do. Enter your P.O. box in the ‘delivery address’ field, and make sure to include the suburb you’d like your parcel delivered to. Australia Post will deliver your order to the post office linked to that suburb. If you need a hand, contact our customer service team.

We offer shipping throughout Australia, delivering straight to your home, including P.O. boxes and your local post office. No matter where you are, we’ve got you covered.

We ship from warehouses in every state except the Northern Territory. Your order will be dispatched from the closest distribution centre, depending on stock availability. 

Learn more about our shipping terms.

Your order might come in separate parcels, especially if it's shipped from different warehouses. If you’re still waiting on an item after 48 hours, contact our customer service team.

We can sometimes update your delivery address or contact information after an order has been placed, but only within a short window before it enters processing and dispatch.

If you need to make a change, contact our customer service team as soon as possible after placing your order — the sooner you reach out, the better the chance we can update it in time.

Once an order has moved into processing, we're unable to make any changes, so please double-check your details at checkout before confirming your purchase.

Most items can be returned within 30 days of purchase, provided they're unused, unopened, and in their original packaging. Eligible returns can be exchanged or refunded as store credit.

Prescription medications are excluded from this policy — once they leave our Pharmacy Partner's premises, they cannot be returned, exchanged, or refunded. All prescription sales are final.

If an item arrives faulty, isn't fit for purpose, or doesn't match its description on our website, you're eligible for a refund. Returns requested after 30 days may not be eligible for a refund. For full details, see our Returns Policy.

To start a return or exchange, contact our customer service team — they'll guide you through the process.

Yes! If you are a VLP Rewards Member and find an identical product listed at a lower price by an authorised Australian retailer, we'll do our best to match it. This includes prescription medications processed as e-scripts via VetScript. Here's what you need to know:

• Price match requests must be submitted before you place your order.
• The product must be identical — same brand, size, and variant.
• The lower price must be from an authorised Australian retailer. Please note, prices listed on eBay and Amazon are not eligible.
• All requests are subject to verification and approval, and we reserve the right to decline a request if the competitor item is out of stock, the pricing is a result of an error, or the terms aren't comparable.

To submit a price match request, contact our friendly customer service team before purchasing and we'll take care of the rest.

We’re sorry to hear that. Please email us at support@vetslovepets.com.au with photos of the damage, along with your name and order number. We’ll get onto it right away.

Auto Delivery helps you stay stocked on your pet’s essentials automatically. You’ll get 5% off every Auto Delivery order, and you can change, skip, or cancel anytime.

Learn more about Auto Delivery.

Log into your Account and go to the Auto Delivery section. You can adjust your next delivery date, update frequency, or add items. 

Need a hand? Contact our customer service team.

Your order confirmation email serves as a receipt, but if you need a formal tax invoice - for example, to submit a pet insurance claim - please contact our Customer Service team.

Simply email us at support@vetslovepets.com.au with the order number, and our friendly team member will get back to you as soon as possible.

Vets Love Pets supplies prescription medication through a registered Australian pharmacy. Every prescription order placed on our website is reviewed, approved and dispensed by licensed pharmacists in line with all national and state regulations.

How it works:

• You’ll need a valid prescription from your vet (as required by Australian law).
• After placing your order, upload a clear copy of the prescription.
• Then mail the original, pen-signed script to our PO Box.
• Once received, the pharmacy will dispense and express-ship your medication.

We stock a wide range of veterinary-only and prescription-only medicines. If you’re looking for something not listed online, our team can check availability and source it through our pharmacy and supplier network.