Frequently Asked Questions
Q. What does the status of my order mean?
When you place your order, you will be updated with where your order is along the dispatch process at all times!
New: Your order will show up with new when you have just placed the order and it is ready to be picked.
Pick: When your order is in the pick stage this means your order is being picked by the warehouse team in numerous different warehouses.
Processing: Your order is marked as processing when your order has finished being picked and is up in the office with each product being designated to your specific order.
Pending Pickup: If you have chosen to collect your items, your order status will say pending pickup. This means the warehouse team are getting your order together. Once they have done this you will receive an email and your order will be dispatched.
New Backorder: If your order says New Backorder this just means that your items are being moved accross from another warehouse to the packing warehouse. Your order is still on track and will be dispatched soon!
Pack: The pack status means that the warehouse are currently carefully putting your items together and packing your order for you and your pets!
Dispatched: Yay! Your order has been dispatched. This means that your order has been packed up and either waiting for collection from our posties or has already been picked up. Once dispatched, wait 24 hours and your tracking via Australia Post or Fastway will be available to see!
Q. How long will it take for my order to arrive?
Orders will leave our warehouse within 1-4 business days, from there the delivery time will be based on the shipping method you select - Australia Post or Fastway Courier delivery estimate times.
Orders will leave our warehouse within 1-4 business days, from there the delivery time will be based on Australia Post. To estimate delivery please visit the Australia Post delivery estimate website and enter the postcode 4074 (Sumner Park) the ‘From’ field and your own postcode in the ‘To’ field. For Fastway Couriers visit their Quick Quote page
**Don't forget to consider the 1-4 days processing time when working out when to expect your parcel!**
Orders will leave our warehouse within 1-4 business days. This is a Fast Express Post priority service. All orders insured and barcoded. Please note this service is not guaranteed next day delivery. If you require next day delivery please call us 1300 735 995.
From time to time, some products may need to be sourced from local suppliers causing a slight delay. If for some reason there is a manufacturer or supply delay we will contact you with an ETA an ask if you wish to wait, offer you an alternative or the option to cancel your order.
Orders will leave our warehouse within 1-4 business days, from there delivery to countries outside Australia takes between 9-26 working days, depending on region.
Q. I won't be available to accept my delivery when it arrives. What happens now?
Australia Post 'Safe Drop' some parcels at your nominated shipping address if they deem this to be appropriate. For all other deliveries , a card will be left and your parcel will be taken to the nearest Post Office for Collection.
Fastway Couriers offer the option to give Authority to Leave your Parcel at a nominated area of your property if you wish.
(When you complete an Authority to leave form, Fastway Couriers are not liable for any loss or damage to the parcel. On the Calling card you should specify a secure place for your parcel to be left.)
Please ensure you leave delivery instructions for your parcel when you checkout.
Q. How do I check the status of my order?
The Status of your order can be checked by logging in to your account and selecting 'My Orders'. The status of your order will be displayed
Q. Where is my tracking number?
If you haven't yet received a tracking number, that means we're working on processing your order. Your tracking number will be sent via email as soon as your order leaves our warehouse.
Q. My tracking number isn't working?
Australia Post states 'An 'invalid tracking ID' could mean: *You’ve entered the wrong tracking number Please double-check your tracking number and make sure you’ve entered all digits correctly, in the right order. *The number isn’t recognised by our system * Your item might not have been scanned or entered into our system yet. Please wait at least 24 hours and then try again *There might sometimes be a delay in showing some track events for technical reasons
Due to the number of parcels Fastway picks up from us they may only scan the items once back at the depot, hence why a parcel may not be scanning when you check. Please wait at least 24 hours and then try again.
Q. I want to change my order, what do I need to do?
As we ship orders within a timely manner, it is important that you contact us immediately on 1300 735 995 to make any changes to your order.
Q. How do I cancel an order?
Please contact us at email@example.com or phone us on 1300 735 995 Monday - Friday 8am-4pm (AEST) to cancel an order.
Q. How much does shipping cost?
Up to 1kg anywhere in Australia - $6.50 Insured and via Barcoded trackable mail - If its over $150 and under 1kg its FREE!
The website will calculate all postage charges for you according to the weight of your order, your delivery address and delivery options available to us. It will give you an accurate postage amount before any payment is required.
Vaccine orders incur an additional postage fee of $10 for Express Post and Refrigeration/Packaging
International Parcels, the website will calculate all postage charges for you according to the weight, your country and zip code. For orders up to 500gm the postage charge is $10 and then $10 for every 500gm thereafter.
Q. Do you ship orders outside of Australia?
Yes we do. We ship to all international countries in the Pack and Track International Network
Korea, Republic of (South Korea)
United States of America
Q. Is your pricing instore the same as online?
Yes pricing of all products is the same regardless of if you purchase online or at our warehouse.
Q. I have nominated to Pick Up my order, how will I know when it is ready?
We will email you when your order is ready for pick up from our Warehouse located in Sumner Park, Brisbane.
Q. Do you have a shop that I can visit to purchase products?
Yes, we have a shop located at 13/20 Jijaws St, Sumner Park in Brisbane. We are open Monday - Friday 8am - 4pm to pick up orders. Please note: We do not keep everything in stock at the Sumner Park warehouse. If you need somthing specifc please call us and check.
Q. What Payment Options are available?
We offer a variety of payment options:
- Visa & Mastercard
- Electronic Transfer/Direct Deposit
- Pay Pal
- Money Order
Q. Can I return a product?
If you are dissatisfied for any reason, please first contact firstname.lastname@example.org or call us on 1300 735 995 and advise of the difficulty or issues with the products.
Most products can be returned for refund or exchange if not suitable within 30 days of the purchase date. The exception to this are items that can not be returned due to health issues such as Whistles etc. Please note that vaccines and cold goods are also unable to be returned. Please refer to our Returns Policy for more information.
Q. I can't see a product on your website to purchase, can I request a product?
Of course! Please complete the information on the following Request a Product page https://www.thevetshed.com.au/request-a-product
Q. Can I order Prescription medication from you for my pet?
No, unfortunately we cannot sell prescription medications.
Q. Is shopping with The Vet Shed secure?
Yes, Here at The Vet Shed we use the most up to date tehnology when it comes to making sure your details are kept private and secure. The site will not store your credit card details. The payment is done at the time. We are not even able to see your credit card details! We use the latest in SSL technology. Secure Socket Layer SSL, is the security technology for encrypting a link between a web server and a browser. All data passed between our web server and your browser remains private and secure. When you enter the payment/check out pages you will notice in the address bar that http:// is replaced by https:// (The 's' stands for 'Secure'). You can shop at The Vet Shed with complete peace of mind.
If your personal details have changed since your last order, you can simply log in, select 'My Account '. From here you can choose 'Edit my Address', 'Edit My Details', or ''Change my Password'.
Q. I am a regular customer but am having trouble logging in, what do I do?
It may be your user name or password is incorrect. Also these are case sensitive. If you are still having problems please call us we are here to help 1300 735 995
Q. I have forgotten my password, can you help?
If you have forgotten your password, simply click 'Forgot my Password' at the login page and a temporary password will be emailed to you.
Q. Can I place an order over the phone?
Of course! Our friendly customer representatives are here to help you, Monday - Friday 8am-4pm (AEST) if you wish to place your order over the phone.
Q. I haven't received my order, what do I do?
If you have not received your order within the estimated time frame please contact us on 1300 735 995 Monday - Friday 8am-4pm (AEST) or email us at email@example.com
If you're order hasn't yet arrived the first step would be to check the tracking details for your order. If this doesn't seem to be moving and its past your expected delivery date please let us know as we will then get in touch with Australia Post or Fastway Couriers to investigate further.
Q. I have seen a product for a cheaper price elsewhere, do you price match?
We will price match Australian stores with a contact phone number. We will match total order, we will take in to account their postage charges as well. Please take a look at our Price Match Policy. Email us at firstname.lastname@example.org or give us a call 1300 735 995
Q. What is AfterPay?
Using Afterpay you can pay for your order over 8 weeks. There's no interest or added fees*. Payment will be automatically taken from your debit or credit card in four equal payments each fortnight over 8 weeks, and you will receive your order as per normal.
You simply need:
- A debit card or credit card
- To be over 18 years of age
- To live in Australia
To use this service simply:
- Add your items to your shopping bag, and checkout as normal. Valid for amounts up to $500 with a debit card or $800 with a credit card.
- On the checkout page select Afterpay as your payment method.
- Enter your details with Afterpay and you're done.
The payment arrangement is made with Afterpay and they will approve payments at time of order. For first time Afterpay customers the first payment will be made at the time of purchase, with payments over 6 weeks. Existing Afterpay customers first payment will be made in 14 days, with payments over 8 weeks. The full payment schedule will be provided to you at time of purchase.
If you wish to return your goods you can choose to receive an exchange or the Afterpay payment plan can be cancelled so you pay nothing.
*If you fail to make a payment you will be charged with a late fee of $10 and if still overdue an additional $7 will be charged one week later.
Q. I am trying to use AfterPay but my payment has been declined. Can you help me?
If you are having trouble please check the following:
1) If using a debit card you can only spend up to $500
2) If using a debit card, the amount required for the first installment must be available in your account, if not you will be declined. (Payments will be automatically taken from your debit or credit card in four equal payments each fortnight over 8 weeks)
3) If this is the first time using Afterpay and you are wanting to use your credit card, the limit will be $750 on your first purchase. Thereafter with any future orders you can spend up to $800.
4) Make sure your credit or debit card does not expire during the 60 day period.
If you are still having trouble please contact AfterPay on email@example.com or call 1 300 100 729
If you have any other questions please contact us via email at firstname.lastname@example.org or 1300 735 995