FAQS
Q. How long will my order take to arrive?
A. We say to allow 10 business days for delivery within Australia. However most of our customers find that their order arrives in much less time. Most orders arrive in 3 to 5 business days.
Actual delivery time depends on a number of factors including the amount of mail the post office has to process at the time and whether or not you live in a metropolitan area.
Q. How much does shipping cost?
A. We charge just $5.95 for postage, handling and FULL insurance for each order delivered anywhere in Australia, no matter how large your order. Orders delivered to addresses outside Australia are charged $15.95 postage, handling and full insurance.
Q. Can I order prescription products from you?
A. We do not currently sell prescription products over the internet. For prescription products, visit your nearest Greencross Vet Clinic.
Q. I want to change my order, what do I need to do?
A. If you need to change your order, please contact us immediately on 1300 VETMAX(1300 838 629) or email us at info@VetMax.com.au.
We try to ship orders as quickly as we can and often dispatch on the same day as the order is made, so its important that you let us know of any changes as soon as possible.
Q. Is Shopping with VetMax secure?
A. Buying online from VetMax is safe and reliable. To ensure your payments are secure we use the latest available encryption technology (also known as SSL Technology). We use leading payment processing providers eWay and St George Bank to process visa and mastercard payments in real time. We also offer other payment options including bPay and Paypal.
Your credit card details are never sent by email and we will never disclose your personal details to anyone without your permission.
For more details, read Our Guarantee.
Q. Will you keep my personal details private?
A. Yes!. We understand that your privacy is important, that's why we will never pass on your name, address or email address to anyone without your permission.
The information you provide to us is kept secure and only held for the purposes it is provided, such as processing payment and dispatching your order. For more details, read our Privacy Policy.
Q: I have a coupon code, how do I use it?
A: If you have a valid coupon code, you can enter it in the coupon code box on the checkout page to receive your discount. The coupon code box is located on the checkout page above the Payment Method section (Click to see an example). You can then enter the coupon code and press the Apply button. If the code has worked then you will see the words "Coupon accepted" appear next to the box. You will then see the discount added to your Order Contents at the bottom of the checkout page, and you can proceed to enter your payment details.
Q: I tried entering a coupon code and it did not work, what should I do?
A: If the coupon code that you have entered is not working, please first check that the coupon code has been entered correctly. Second, you should make sure that the coupon is still valid and has not gone past its expiry date. Third, you should re-read the conditions to make sure that your order qualifies for the coupon discount. For example, some coupons are set up to allow for only one use per customer, so on the second attempt the code would not be accepted. If the coupon code you are using is valid but you still cannot get it to work, then you should contact us at info@vetmax.com.au.
Q. I am having trouble ordering, what do I do?
A. First check that you have “cookies” enabled on your computer (as this is a common problem). Click here to learn how to enable cookies. Make sure you add www.VetMax.com.au as a trusted site once cookies are enabled.
If you’ve enabled cookies and you’re still having problems, just call one of our customer service representatives on 1300 VETMAX or email info@VetMax.com.au
Read more about how to order.
Q. I live in the USA, can I order from VetMax?
A. Yes, people outside Australia can order from VetMax. Orders delivered to addresses outside Australia are charged $15.95 P&H. Please note, some products may not be available to customers outside Australia.
Q. Do you ship to Japan?
A. Unfortunately due to difficulties with Japanese Customs and Import Authorities, we are currently unable to ship to Japan.
Q. I’m not happy with my order, what can I do?
A. If for any reason you are not happy with any products you order when you receive them, send us an email (info@VetMax.com.au ) and tell us why and then just return it (unopened in the original packaging) for a replacement or refund. (excluding stock marked as "clearance" - clearance stock cannot be returned or replaced).
Q. Do you sell pet foods?
A. Unfortunately the cost of delivery would outweigh any savings we could pass on to our customers, so we do not sell pet food.
Q. Can you tell me more on how I can place an order?
A. For a guide on ordering with VetMax just click here.
Q. Do you accept Paypal?
A: Yes, we do accept Paypal. Simply select "Paypal" as your payment option when going through the checkout process. You can also select Paypal if you want to pay using your American Express (Amex) or Discover Card (unfortunately, due to technical reasons, the Paypal option is currently the only way we can accept payment using those two cards).
Q. How does the VetMax reminder system work?
A. When you place an order with VetMax you will be given the option to receive a monthly reminder message to remind you to re-apply your pet's medication. Many of our customers have found this to be an invaluable tool in helping to maintain a consistent application schedule for their pets as it ensures that an application is never missed.
To sign up for a monthly reminder, you can either follow the prompt after making your order, or alternatively, you can go into "My Account" and click on "Manage Reminders". From here you will have the option to specify how you will receive your reminder (either by email, SMS, or both) and on what day each month.
We proudly provide the VetMax reminder system free of charge to our customers. For further help in using the reminder system please contact our VetMax hotline on 1300 VET MAX (1300 838 629).
Q. What if I have more questions?
A. If you have any questions on our products or service, please email info@VetMax.com.au or call 1300 VETMAX (1300 838 629) between 9:00 am and 5:00 pm Eastern Standard Time. Please note, we are unable to provide advice on individual complaints or ailments.