We ensure that all orders are carefully picked and packed, however, once they are given to Australia Post or another courier service for delivery, they are outside our control. All Australian orders are sent by tracked eparcel, so non-delivery is rare, but if it does happen, please visit https://auspost.com.au/mypost/track/#/search or call Australia Post on 13 76 78 with the tracking number we’ve emailed you or contact us and we’ll try and help you find it.

Please ensure that you provide your full address when ordering. We cannot be responsible for non-delivery if you do not provide the correct address. All orders are your responsibility once delivered to your address (whether or not someone is home to accept collection). Please note that under Australia Post Safe Drop rules you are deemed to have given "authority to leave" confirming that they can leave the item at your premises if no one is home if they consider it safe to do so. If you do not want “Safe Drop” you need to log in to your MyPost account and advise Australia Post.

Orders shipped to addresses outside Australia are not tracked. They are shipped standard parcel post and may take up to 28 days to arrive.

If your order arrives damaged, or you’re not located in Australia, please contact our customer service representatives by online chat, email at help@vetproductsdirect.com.au or by telephone on 1300 838776 and they will try and help.