How will my order be delivered?
Home delivery orders from our website are delivered by Australia Post eParcel. You can manage your postage preferences by creating a MyPost account.
The weight used to calculate your delivery fee may be different to the listed weight of the products you have ordered. Delivery weight and dimensions include the net weight and dimensions of the product along with its packaging and any packing material, such as boxes or shrink wrapping.
To pick up your order from our Charlestown or Belmont locations, choose the Pick Up From My Vet option at the checkout.
For full information on our delivery methods and costs, please refer to our Delivery Information page.
How much does delivery cost?
The delivery fee is dependent on the weight, dimensions and destination of the parcel. The delivery fee or shipping cost for your order is calculated and displayed under your order details at checkout prior to entering your payment details.
The weight used to calculate your delivery fee may be different to the listed weight of the products you have ordered. Delivery weight and dimensions include the net weight and dimensions of the product along with its packaging and any packing material, such as boxes or shrink wrapping.
You can also elect to have your parcel delivered to our Charlestown or Belmont practices at no additional charge. You will then need to pick up your parcel from the hospital during opening hours.
For full information on delivery, please refer to our Delivery Information page.
When will my order arrive?
A delivery estimate will be shown at checkout and you will receive a notification email when your order is received. As long as our supplier has all the items you ordered in stock, your order will be picked and packed within 1 business day and dispatched from their warehouse within 2 business days.
All of our parcels are sent via Australia Post eParcel from our supplier's warehouses in each state, so depending on where you are located, most deliveries should arrive within 5-10 business days. If you have not received your item within this time, please visit the Australia Post website to submit an enquiry.
If any of the items you ordered are out of stock or if there is an
issue with your order, you will be contacted by our supplier's customer
service team by phone or email.
Can I pay for my order other than by credit or debit card?
Payment can only be accepted through our website by MasterCard, Visa or American Express.
Unfortunately we are not able to take orders over the phone. If you wish to make a purchase in person, you can contact your local Lake Veterinary Hospital to ask about the availability of a product.
Do you accept returns?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Exchanges or refunds can be requested by filling out our online form within 14 days of receipt or pickup of your order. Please note that we will only exchange products for store credit if you have simply changed your mind.
Please refer to our returns policy for more information.
What currency are your prices in?
All prices quoted on the website are in Australian Dollars and include GST.
Can I order by phone or email?
We are not able to take orders over the phone or via email. Our shopping and payment facility is a web-based system and orders can only be placed through our secure online service. For your safety, your financial details are not stored and no one else can view your personal details.
If you wish to make a purchase in person, you can contact your local Lake Veterinary Hospital to ask about the availability of a product.
Do you deliver orders outside of Australia?
At this stage we do not deliver any products outside of Australia.
How can I change the email address or other details on my account?
Emails about your order will be sent to the email address you entered when registering or ordering on our website. To change this email address or any of your other details, visit the My Account page to update your details.
If you're still having problems updating your details, contact us.
I’m looking for a product and can’t find it on your website.
If an item is out of stock or discontinued, it won't show when you are browsing the store, but it will show up as "out of stock" if you search for it. You can check back later or contact Customer Service to find out when the product is due to arrive again.
Please note that we cannot sell prescription products or certain sprays online. Please contact us to order these products.
If what you are looking for is not covered by the above, please contact us to tell us what you are looking for, and we can look at adding it to the shop for you.
I can’t log in to my account.
If you had an account on our online shop before 24 November 2019, you will need to create a new account. However, please note that you no longer need to log in to get your order delivered to our Belmont or Charlestown locations.
If you have followed a link from a reminder email that was sent before 24 November 2019, it will no longer be valid. When you place a new order, you can choose when you get emailed reminders for future purchases at the checkout.
You can also use our AutoShip option for selected products, where your card will be charged and your order shipped out to you automatically on a regular basis. If you aren't logged in, an account will be created for you so that you can view and manage your AutoShip orders.
Why am I being asked for additional information when paying?
Our online shop uses Stripe to process payments and uses 3D Secure technology
to make your online shopping experience safer. This allows the issuer
of your card to confirm your identity when you shop online.
Some card issuers, especially banks, automatically enrol their cardholders in Mastercard SecureCode, Verified by Visa or American Express SafeKey.
If we are the first shop you have used that supports 3D Secure, you
may see a request for information that only you as the cardholder should
know, before allowing you to proceed with payment.
If you have any questions about 3D Secure, please contact your bank or card issuer.
I have an urgent change to an AutoShip order.
Please contact our Customer Service team on 1300 650 468 during business hours or email Customer Service for assistance.
My AutoShip orders have stopped because my credit card expired.
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.
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.
What will happen to my AutoShip order if products are out of stock?
If a product is out of stock, Customer Service will contact you to discuss any possible replacements. If we cannot supply a replacement product we will refund you for the value of the unavailable product/s.
If a product is discontinued and deleted from our site, it will be removed from your scheduled order/s so you will not be charged.
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.
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 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.
Where will 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 often can my AutoShip order 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.
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 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.
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.
