Frequently Asked Questions

Log in to your account and proceed to checkout. Your available Store Credit can be selected during checkout. You can view your balance from My Account.

Store Credit may be added to your account as part of a promotion or, with your agreement, instead of a refund. You must be logged in to view and use Store Credit. Store Credit does not expire, is non-transferable, cannot be redeemed for cash, cannot be combined across multiple accounts and is forfeited if your account is closed.

All prices on VetShopMax are in US dollars (USD).

Some card providers block international transactions unless they have been approved in advance. If your card is declined, contact your card provider and ask them to make sure transactions with VetShopMax are not being blocked.

Some card providers may charge a foreign transaction fee because VetShopMax is based outside the United States. These fees are charged by your card provider, not VetShopMax. Contact your card provider if you're unsure whether a fee applies.

When you select Apple Pay or Google Pay at checkout, only your saved payment card details are used to process your payment. Your name, email address, shipping address and shipping method will remain as entered or selected during checkout on our website.

Please ensure your details are correct before placing your order.

Enter your valid coupon code in the discount code box at checkout and select Apply Discount. If the code is accepted, the discount will appear in your Order Summary.

Check that the code has been entered correctly, is still valid and that your order meets the offer conditions. If it still doesn't work, contact Customer Care at info@vetshopmax.com.

Yes. VetShopMax uses encrypted payment technology to protect your payment information. For more information about how we handle your personal information, please see our Privacy Policy.

We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. We do not currently accept PayPal.

We're unable to provide advice about individual symptoms, illnesses or medical concerns. If you're concerned about your pet's health, please contact your veterinarian.

We take your privacy seriously and keep the information you provide secure. Your information is used for purposes such as processing payment and dispatching your order. Please see our Privacy Policy for full details.

Call 1-866-560-6346 or email info@vetshopmax.com. Customer Care is available 6am–6pm Pacific Time, Monday to Friday.

No, we don't currently sell pet food but we are looking at options. If you'd like us to let you know when we can sell pet food, please contact us via email info@vetshopmax.com.

Pack size refers to the number of chews, tablets or pipettes included. For example, a 3 pack contains 3 individual doses and a 6 pack contains 6 individual doses. Always check the product page for the exact contents and dosing information.

Yes. All products sold by VetShopMax are genuine and sourced from reputable manufacturers and authorised suppliers in Australia.
As our products are sourced from Australia, packaging may differ from what you typically see in US stores. This may include metric measurements or different packaging designs, but all instructions for use and safety information are provided in English.

Products may be sourced from outside the USA, so packaging can differ from what you see in US stores. This may include metric measurements or different packaging designs, but all instructions for use and safety information are provided in English.

VetShopMax sources products internationally, which allows us to take advantage of different pricing between markets and pass those savings on to our customers. All products we sell are genuine and sourced from reputable manufacturers and authorised suppliers.

Please contact us as soon as possible if you need to change or cancel an order. We dispatch orders quickly, so we may not be able to make changes once your order has been processed or shipped. Call 1-866-560-6346 or email info@vetshopmax.com.

No. The products we sell are available over the counter in Australia and do not require a prescription to order.

Yes. If you find the same products advertised for less by an eligible USA or Canadian online pet pharmacy, contact our Customer Care team before placing your order and we'll do our best to match the advertised total price.
Price matching is based on the total basket price, including taxes, shipping and other applicable charges. The competitor must be a USA or Canadian online retailer of genuine animal health products selling in-date products in normal retail quantities.
Price matching excludes clearance sales, coupon or promotional offers, cashback offers, member discounts, marketplace websites including eBay, auction websites and group buying sites. We may decline a price match if it would result in selling below cost or an unreasonable financial loss.

Always follow the instructions provided on the product label or by the manufacturer. Product information, including ingredients and dosage instructions, may change, so please refer to the packaging supplied with your product for the most current information.

Always follow the storage instructions provided on the product packaging or by the manufacturer.

No. Items marked as Clearance are final sale and are not eligible for return, replacement or refund.

Yes. If you're not completely satisfied with a product, excluding Clearance items, let us know why and return the unopened product in its original packaging within 90 days of purchase for a replacement or refund.
For full details, please see our Shipping & Returns page.

Please contact our Customer Care team if your order arrives damaged or you receive an incorrect product. We may ask you to provide a copy of your invoice and photos of the product, packaging and labels so we can verify the issue.
Once we've reviewed it, we'll work with you on the most appropriate resolution, which may include a reshipment, refund or Store Credit depending on the circumstances.

Yes. Registered customers can earn Rewards Points on eligible purchases and activities. Your points balance, current earning and redemption options and the full Rewards Terms & Conditions are available on the Rewards page.

The customer may be responsible for local taxes, customs duties, and other charges unless expressly specified.

Standard shipping is FREE on orders over $125 USD. Orders under $125 are charged a flat $9.95 USD standard shipping fee.
For more information about shipping and delivery, please see our Shipping & Returns page.

If your order hasn't arrived within 30 days of dispatch, please contact our Customer Care team and we'll investigate the shipment with the courier. If tracking shows your parcel as delivered but you can't find it, first check around your property and with neighbours, then contact the courier for delivery information or proof of delivery. For more information about shipping and delivery, please see our Shipping & Returns page.

Most orders are dispatched within 2 business days, and over 97% of orders are delivered within 14 days of dispatch. Delivery times can be affected by customs processing, weather, public holidays and other circumstances outside our control. If your order hasn't arrived within 30 days of dispatch, please contact Customer Care so we can investigate with the courier.

Once your order has been dispatched, we'll send you a shipping confirmation email containing your tracking number and a link. You can use this to follow your parcel from dispatch through to delivery.

We currently ship to Australia, the United States, Hong Kong, Malaysia and Singapore.

We’re currently unable to ship orders to Canadian addresses due to ongoing restrictions and regulations from Canadian authorities, which mean we can't guarantee that deliveries will arrive safely or without unexpected fees.
We’re actively working on a solution and hope to resume shipping to Canada in the future.
We currently ship to Australia, the United States, Hong Kong, Malaysia and Singapore.

We ship via international couriers such as DHL, Australia Post and Asendia, with final delivery usually completed by USPS.

Every order is fully tracked from dispatch through to delivery.

Contact Customer Service as soon as possible. If your order hasn't yet been handed to the courier, we may be able to update the address, but we can't guarantee changes will be possible. Customers are responsible for providing a complete and correct delivery address.

Check the spam or junk folder of the email address used when placing your order. If you still can't find your order confirmation or tracking email, contact Customer Service and we can check your order details.