Below are some common questions and answers regarding our AutoShip service. You may also find more information on Delivery Information, Shopping FAQs, Getting Started with AutoShip, Managing AutoShip Orders and our Returns Policy.
If you have a question that is not answered below or if you need help with your orders, please email our Customer Service team.
What is AutoShip?
AutoShip is a convenient way to ensure that your pet’s essentials including food, parasite prevention and supplements are regularly delivered on a schedule you choose, so that you never run out.
You can change how often your AutoShip order arrives and have multiple orders set up at once, so you’re always in control. If you are going on holidays, you can change your delivery address or pause your orders simply by logging in to My Account.
How do AutoShip payments work?
When you place your first AutoShip order online, the credit or debit card you use for the payment will be saved for future orders. Your subsequent payments are made using your saved payment method each time an AutoShip order is processed.
You are not locked in to AutoShip and you can cancel your scheduled order at any time.
You can add or update your saved payment methods in My Account. For full instructions please refer to Managing AutoShip Orders.
If your payment method is declined or expires, you will receive an email notification and your AutoShip orders will be paused until you log in, update your payment method and reactivate your orders in My Account.
How do I sign up for AutoShip?
Choose the AutoShip option on an eligible product, check out and pay and you’ll be signed up. If you are not logged in an account will be created for you so that you can manage your future orders.
You are not locked in to AutoShip and you can cancel your scheduled order at any time. For more information please refer to Getting Started with AutoShip.
How often can my AutoShip order/s be delivered?
You can choose to have your products delivered from every month to every 5 months. Multiple products can be added to one order and you can have several orders with different schedules running at a time.
Where can my AutoShip order be delivered to & how much will it cost?
Your AutoShip order will be sent to the shipping address you entered at checkout. If you chose the Pick Up From My Vet option it will be delivered to your selected practice. Delivery costs and information are available on our Delivery page.
You can manage the delivery address for your scheduled orders in My Account. For full instructions please refer to Managing AutoShip Orders.
How long does AutoShip delivery take?
Our AutoShip orders are processed and sent the same way as one-time purchases. For estimated delivery timeframes refer to Delivery.
How do I change the products on an AutoShip order?
You can edit the products in your scheduled orders in My Account. For full instructions please refer to Managing AutoShip Orders.
How do I pause or cancel my AutoShip order?
You can pause individual scheduled orders in My Account and paused scheduled orders can be deleted. For full instructions please refer to Managing AutoShip Orders. If you are having problems pausing or cancelling your order, or if your order is locked awaiting processing, please email Customer Service.
What will happen to my AutoShip order if products are out of stock?
If a product is out of stock, you will either receive an email notifying you that your order has been paused, or Customer Service will contact you. If we are unable to add replacement product/s to your order we will refund you for the value of the unavailable product/s.
If a product is discontinued and deleted from our shop, it will be removed from your scheduled order/s so you will not be charged.
Can I return products from an AutoShip order?
Just as with one-time purchases, products can be returned subject to the terms of our Returns Policy.
For guarantee claims on pet food, contact The Lake Veterinary Hospitals directly.
My AutoShip orders have stopped because my credit card expired. / How do I change my payment method?
If your payment method is declined or expires, you will receive an email notification and your AutoShip orders will be paused until you log in, update your payment method and reactivate your orders in My Account. For full instructions please refer to Managing AutoShip Orders.
Customer Service can change your AutoShip payment method, but only once you have added your new payment details in My Account.
I have an urgent change to an AutoShip order.
Please contact our Customer Service team on 1300 650 468 during business hours (9am to 5pm, Monday to Friday AEDT) or email Customer Service for assistance.
