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Frequently Asked Questions
Key Topics
Q: How can your prices be so cheap?
A: VetShopMax sources product from Canada, Australia and New Zealand and other countries outside the USA.
The drug companies sell these drugs at a cheaper price outside the USA. Pet pharmaceuticals are priced on what pet owners are able and willing to spend, and this is highest in the US.
This, together with the relative strength of the US dollar, and our lower overheads (such as rents and government taxes) means we are able to pass considerable savings on to our customers.
All our products are genuine and with the longest expiry dates currently available (All our products have minimum one year life left).
Since we started in 1999, over 750,000 customers in the US have taken advantage of these great savings, and we hope you will too.
Q: How much does postage and shipping cost?
A: We charge just $6.95 USD for postage, shipping and full insurance irrespective of the size of your order. And if you spend over $125 in a single transaction, shipping on that order is FREE! We keep our shipping charges low, to help you save even more. Why not join with some friends, and place an order together to save even more?
Q: How long will my order take to arrive?
A: To keep our prices down, most of our products are shipped from outside the USA. More than 98% of our orders leave our warehouse within 24 to 48 hours of being placed on our site. Actual delivery time to our customers varies and depends on processing time by the postal services. Sometimes orders may be delayed due to reasons such as processing time by customs or at peak times such as during holiday season. Unfortunately once an order is shipped we have no control over these delays.
Orders can take up to 28 days for delivery, however, a recent survey of customers shows that:
- 65% of orders arrive within 7 days
- 89% of orders arrive within 14 days
- 97% of orders arrive within 21 days
We recommend you allow a delivery time of at least 28 days to the USA from the date your order is shipped. Customers are advised to order 3 to 4 weeks before their pet requires treatment.
If you have not received a dispatch confirmation email within 5 business days of placing your order please check that the email has not been stopped by a spam filter. If you haven’t received the dispatch confirmation email or you do not receive your order within 28 days of shipment, please call our customer service center Toll Free on 1-866-560-6346 (7 am to 6 pm 7 days a week PST) or email info@vetshopmax.com.
Q: Are your prices in US dollars?
A: Yes, all the prices on VetShopMax are in US dollars.
Q: Do I need a prescription to order from you?
A: VetShopMax does not currently sell prescription products. All the products we currently sell are "over the counter" products in the country they are shipped from and no prescription is required.
Q: What do I need to do if I want to change my order?
A: Please contact us immediately on toll free 1-866-560-6346 or email our dispatch team at info@vetshopmax.com.
We try to ship as many orders 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 VetShop Max secure?
A: Buying online from VetShopMax is safe and reliable. To ensure your payments are secure we use the latest available 256 bit encryption technology (also known as SSL Technology).
Your credit card details are never sent by email and we will never disclose your details to anyone without your permission.
For those who prefer it, we also accept Paypal.
Q. Do you accept Paypal?
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). Please note, order processing delays can occur if the address you have registered with Paypal is different to the address you have registered with your VetShopMax account, so please make sure these addresses are the same.
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 secure and only held for the purposes it is provided, such as processing payment and dispatching your order. Click here to read our detailed Privacy Policy.
Q: I am having trouble accessing my shopping cart, what am I doing wrong?
A: The reason you are having trouble accessing the shopping cart might mean a problem with the cookies setting on your computer. It may have expired or not set properly, causing you to be booted out. Sometimes though its just one of those "internet" things, which can happen.
All we can suggest is that you try again and see if you are still having a problem ordering. If you are, please call our Toll free number 1-866-560-6348 (7 am to 6 pm 7 days a week PST) and order over the phone, or if you want to ask for technical support, they can arrange for one of our technicians to call you back.
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 have 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 it's 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 only set up to allow for one use per customer, so on the second attempt it 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@vetshopmax.com.
Q: I have ordered from you before, but I can't see my old orders in the "previous orders" section in "my account"?
A: In March 2018, we completely rebuilt our website to make it faster, easier to use and to include more features. With the new platform comes heaps of great features but due to technical reasons, the only orders shown are those placed on the new system. Orders placed before mthe change in early March 2018 will not be shown. If you have a question about an order before that date, of course, all you have to do is call us toll free on 1-866-560-6346 (7 am to 6 pm 7 days a week PST) or email info@vetshopmax.com.
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 have ordered from us, when you receive them, send us an email at info@vetshopmax.com 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: Are your products genuine brands?
A: All the products we sell are official versions manufactured by the same manufacturer who makes the equivalent product for the USA market.
For example all Frontline Plus made by Merial and sold throughout the world is manufactured in the one factory in Lyon in France. All the vials are made exactly the same and then stamped with the appropriate regulatory information depending on which market it is being sold in. The US version has FDA approved packaging while, for example the Australian version has it's own regulating authorities approved packaging.
Recently some US based pet product suppliers have imported product from outside of the USA for sale in the USA. The products are authentic product made by Merial but as these products are made for sale outside of the USA they do not have the correct FDA packaging. Some unscrupulous vendors have even had the packaging modified to resemble the USA version of the products, to pass them off as the local version of the product. This is not legal. The EPA classifies such product as counterfeit and are trying to stop this practice. If you were to purchase such a product from a store in the USA you would be technically purchasing counterfeit product.
VetShopMax does not do this and does not condone this practice. We are able to provide on our site the Frontline Plus made by the same manufacturers in the same factories as that sold in the USA, but as we are based outside the USA, all products we sell have international packaging. We purchase directly from the wholesalers which Merial have authorized to distribute their product for them in this country. Customers in the USA are able to legally purchase these products from us and use these products legally on their own pets.
The advantage to you of purchasing your Frontline Plus from us is that these products are effectively exactly the same as those you purchase locally in the USA but you can save a great deal of money! Due to the strength of the US dollar we are able to sell these products a lot cheaper than you could otherwise purchase them in the USA. The international versions of the EPA and FDA are equally strict as their counterparts in the USA. The instructions for use and safety directions are in English, the color coding of the pack sizes are the same as in the USA but you should note that the sizes are written in the metric system and care should be taken that the appropriate dose is given.
Q: Does your Frontline Plus control ticks?
A: In the US, Frontline Plus for Cats and Frontline Plus for Dogs is registered for the control of fleas and all stages of deer ticks (the major carrier of Lyme disease), brown dog ticks, American dog ticks and lone star ticks. This product may be sourced from outside of the US, so no mention is made of these US ticks on the packaging. This product however has exactly the same ingredients as Frontline Plus for Cats and Frontline Plus for Dogs sold in the US so will cover the same ticks.
Q: Do you sell Heartgard Chewables or Heartgard Tablets?
A: Yes, we normally sell both Heartgard Plus Chewables and Heartgard tablets, however please note that currently we are unable to obtain stocks of Heartgard tablets. If you normally use Heartgard tablets, you change straight over to Heartgard Plus Chewables or if you prefer, one of the cheaper Heartgard Tablet Generics such as Nuheart.
Q: Heartgard is expensive, do you have a generic alternative?
A: Yes, Nuheart is a generic alternative to Heartgard tablets and offers significant savings. You can switch straight over to Nuheart, and no prescription is required.
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 currently sell pet food.
Q: My credit card statement shows a "foreign card fee" as well as my payment to you?
A: Unfortunately because we are based in Australia, a small number of credit card companies impose a small "foreign transaction fee" on your purchase. This happens rarely, and if it does, it's usually only 1 or 2% and we're confident you will still be pleased with the total price of our products. If you are unsure whether your credit card company imposes such a fee, you may wish to contact them before you order. If your credit card company does impose a fee and you don't have other cards, you can avoid the fee by selecting the "pay with Paypal" option during the checkout process. You don't need to be a Paypal member, and Paypal allows payments with lots of different cards with no foreign transaction fee.
Q: My card keeps being declined, but my card is not overdrawn. What can I do?
A: Some credit card companies do not permit card holders to make international transactions without prior approval. If your credit card is being declined, please try contacting your credit card company and ask them to make sure transactions with VetShopMax (based in Australia) will not be blocked.
Alternatively, in the checkout process, select the “pay by Paypal” option. You don’t need to be a Paypal member and paypal processes payments from Visa, Mastercard, Discover Card and American Express.
Q. What do I Need to Know About VetShopMax Store Credit?
A: We may add Store Credit to your account for various reasons. eg. as part of a promotion or, with your approval, instead of a refund to your credit card or paypal account.
You must be logged in to your account to see and use Store Credit.
You can use Store Credit to purchase products at our online store at checkout or when you call our customer service center and you can see any Store Credit balance you have in “My Account”.
Store Credit does not expire, but it can only be used at our online store and is not transferable and not redeemable for cash. If you have multiple accounts, Store Credit cannot be combined between accounts.
If you close your account, you will lose any Store Credit attached to that account.
We are entitled to adjust, lock, suspend, delete, cancel, remove or terminate Store Credit in accordance with our Terms and Conditions. Click here for terms and conditions.
Q: What if I have more questions?
A: If you have any questions on our products or service, please call us toll free on 1-866-560-6346 (7 am to 6 pm 7 days a week PST) or email info@vetshopmax.com.
Please note, we are unable to provide advice on individual complaints or ailments.If you are in any way concerned with your animal's health, consult your local vet immediately.