FAQs

Are your items authentic?

We take pride in the authenticity of our products. Every item we offer is guaranteed to be genuine, with clear English labeling. Additionally, our products have extensive shelf lives, with most having one to two years before expiry. We source our pet medications and products globally, including from Australia, Europe, South Africa, and the United States. This global sourcing allows us to provide significant savings without sacrificing quality. All our products are branded and match the composition of their European-labeled equivalents. They are manufactured in the same facilities as the European-labeled products. We exclusively offer branded items, avoiding generic alternatives. We understand the importance of consistency and trust in pet care brands. Therefore, we ensure that the products you receive will:
• Be the exact brand you selected,
• Be produced by the original manufacturer,
• Contain the same active ingredients,
• Be provided in the same dosage as expected,
• Be equivalent to what you would purchase from a vet.
In summary, we deliver 100% authentic products – no imitations, just the trusted brands you know and rely on.

Why are your products more affordable compared to others?

Our ability to offer competitive pricing is rooted in our unique shipping and sourcing strategy. We dispatch all our orders from locations outside Europe, which significantly aids in optimizing our pricing structure. Moreover, the majority of our inventory consists of export-labelled items. These products are essentially identical to their European-labelled counterparts in every significant aspect. They come in the same manufacturer-sealed packaging, ensuring authenticity and quality. Additionally, irrespective of the labeling for different countries, all items are produced in the same facilities, maintaining uniform standards and quality. This approach allows us to provide you with the best possible value without compromising on the quality or authenticity of the products you trust and rely on.

Where do your orders ship from?

We dispatch our orders from various locations outside Europe, a strategic decision that allows us to offer you outstanding value. For more detailed information, we encourage you to visit the "About Us" page on our website. Most of our products are export-labeled, yet they are identical in quality and authenticity to their European-labeled counterparts. They arrive in the same manufacturer-sealed packaging and are produced in the same facilities, ensuring consistent quality regardless of the country for which they are labeled. If you have further questions or need personalised assistance, please reach out to us via email or use the contact form on our website. We're always here to help!

Where is your company based?

Our main headquarters is based in Brisbane, Australia. This central hub is where we coordinate all aspects of our business, from product sourcing and order processing to customer service. Our Brisbane location strategically positions us to manage our global distribution efficiently and uphold the high standards of service that our customers expect.

Can you provide your company’s address?

Of course! We have two different addresses for specific purposes:
Main Warehouse Address: Unit 10, 23 Technology Drive Augustine Heights, QLD 4300 Australia
This is where we manage our inventory and process order dispatches.
Mailing Address: PO Box 6049 Brookwater, QLD 4300 Australia
Please send all postal communications to this address. We will ensure a prompt response to your correspondence.

Which countries do you ship to?

Our shipping network is extensive, covering many countries around the world. Here is a list of regions where we currently offer our shipping services:
• Belgium
• Canada
• Denmark
• France
• Germany
• Guam
• Hong Kong
• Israel
• Italy
• Japan
• Republic of Korea
• Netherlands
• Portugal
• Puerto Rico
• Saudi Arabia
• Slovakia
• Sweden
• Switzerland
• United Arab Emirates
• United Kingdom
• United States
We ensure efficient and reliable delivery of your orders through a combination of international postal services. Depending on your location, the final delivery is handled by your local postal service, such as La Poste in France, Poste Italiane in Italy, PostNL in the Netherlands, and other national postal services. Our commitment is to provide a smooth and hassle-free delivery experience, no matter where you are.

Is it possible to place an order by phone?

At present, our system is optimised for online transactions, and we are unable to accept orders or payments over the phone. We encourage you to place your order through our secure and efficient website. As a token of our appreciation, please use the coupon code 'HAPPYPET' to receive a 5% discount on your total order. This code can be applied during the online checkout process. If you need any assistance with placing your order online, our customer service team is readily available to help.

How do you ensure the security of my personal information?

Protecting your personal information is our top priority. To ensure your data is secure, we use Secure Sockets Layer (SSL) technology, the most advanced security protocol for online transactions. This technology encrypts all your personal information before it is transmitted to us, preventing it from being intercepted or read as it travels over the Internet. During the transaction process, you can verify the security of your information by looking for a closed lock icon or an unbroken key icon in your browser window. These icons indicate a secure connection while you place an order on our website. Additionally, our website address begins with 'https://', which signifies a secure server connection. Within our organisation, access to your personal information is strictly controlled. Only employees and agents who need this information to process your order and provide excellent customer service have access to it. Furthermore, the computers storing your personal data are located in a separate facility, equipped with advanced firewall and security technology, to prevent unauthorised access or breaches.

What are the available payment options?

We provide a range of payment methods to ensure your purchasing experience is both convenient and secure. You can pay with major credit and debit cards, including American Express, Visa, and MasterCard. Additionally, we accept payments through PayPal, which may allow the use of your Discover card or other alternative payment methods. We also offer bank transfers as a payment option. Our aim is to make the payment process as smooth and flexible as possible for you.

Why was my payment with a card declined?

If your card payment was declined, it might be due to our billing location in Australia, which can occasionally cause issues with certain banks or card providers. Firstly, please verify that all your card details were entered correctly. If everything appears to be correct, the next step is to contact your bank. Inform them about the transaction and request authorisation. Once they have authorised it, you can try the payment again. As an alternative, consider using the PayPal payment option. With PayPal, you can securely enter your card details without needing to sign in or create a PayPal account. To do this, select PayPal as your payment method and then choose the 'or pay with a card' option on the PayPal site. This method might help bypass the issue causing your card to be declined.

How can I cancel my order?

Your ability to cancel an order depends on its shipping status:
Before Shipment: If your order has not yet been shipped, you can request for the order to be cancelled. Please send us an email or use the 'Contact Us' form on our website, and our team will promptly assist you with the cancellation process. We will make every effort to catch your request before the order is shipped, but please understand that your order may be processed before the email has been seen. In this case, please refer to the After Shipment guide.
After Shipment: If your order has already been dispatched, it cannot be canceled or modified. However, once you receive it, you still have the option to return it for a full refund. For more detailed information on the return process, please refer to the returns section of this guide, visit the returns page on our site, or contact us via email or the Contact Us form. We’re here to help and ensure your experience with us is as smooth as possible.

How can I modify an exisiting order?

The possibility of changing your order depends on its shipping status:
Before Shipment: If your order hasn't been shipped, we can assist you with any changes you need to make. Please contact us by sending an email or using the 'Contact Us' form on our website. Remember to include all necessary new information in your message, such as updated address details, changes in item quantities, or sizes. We will make every effort to catch your request before the order is shipped, but please understand that your order may be processed before the email has been seen. In this case, please refer to the After Shipment section.
After Shipment: Once your order has been shipped, we are unable to make any changes or cancellations. However, you do have the option to return the order for a full refund after receiving it. For further details on how to process a return, please consult the returns section of this guide, visit the returns page on our website, or contact us via email or the Contact Us form. We are here to provide assistance and ensure your satisfaction with your order.

How can I track the status of my order?

To track your order, please refer to the tracking reference number included in your shipment notification email. You can use this number on the postal carrier's website to follow the progress of your delivery. Be aware that it may take 2-3 business days for tracking information to become available after your order has been dispatched. Should you need any further assistance or encounter issues with tracking your order, feel free to contact us. You can reach out via email or use the Contact Us form on our website. Our team is here to address any questions or concerns you might have.

Why does the product packaging appear different from what I’m used to?

The variation in packaging you might notice is due to our products being sourced and shipped from different countries. This strategy allows us to offer you the best value. While the packaging may vary, the quality and authenticity of the products remain consistent. They come in the same manufacturer-sealed packaging and are produced in the same facilities, regardless of the country they are labeled for. If you have any questions or need further clarification about our product packaging, please do not hesitate to contact us. You can reach us via email or by using the Contact Us form on our website. We are here to assist and ensure your satisfaction with our products.

Why did I receive only part of my order?

If you’ve received only part of your order, there could be a few reasons for this. Often, orders are shipped in separate packages to ensure faster delivery or because the items originate from different locations. Consequently, these packages might arrive at different times. Additionally, some items may have a longer processing or shipping time compared to others. Rest assured, the remaining items in your order are on their way. You can track each package using the tracking information provided in your shipping confirmation emails. If you have any concerns or need further assistance regarding your order, please don’t hesitate to contact us. You can reach us by sending an email or using the Contact Us form on our website. We are dedicated to ensuring you receive your complete order promptly and accurately.

Why didn’t I receive my confirmation email for my order?

If you haven't received an order confirmation email, there could be several reasons:
• Email Address Typo: Double-check if the email address you provided during the order process was accurate. Even a small typo will prevent the confirmation email from reaching you.
• Spam/Junk Folder: Sometimes, confirmation emails are mistakenly routed to the spam or junk folder. Please check these folders in your email account.
• Email Delay: Occasionally, there might be a delay in the email system. It's worth waiting a few minutes to see if the email arrives.
• Order Processing: If your order is still being processed, the confirmation email may not have been sent yet.
If none of these reasons apply or if you still haven't received your confirmation after checking, please contact us for assistance. You can reach us by sending an email or using the Contact Us form on our website. We're here to ensure that you have all the information you need about your order.

Why does the weight on my item’s packaging differ from what I expected?

The difference in weight listing on the packaging of the item you received is likely due to the labeling system used. Our products are typically labeled with weights in kilograms, as this metric measurement is standard for items shipped within and outside Europe. Occasionally, you might see weights listed in pounds as well. If you need assistance in converting these measurements or have any other queries regarding your order, please don't hesitate to reach out. You can contact us by sending an email or using the Contact Us form on our website. We are always here to help and ensure you have all the information you need about our products.

How can I return an item I purchased?

Returning an item is simple with our 30-day return policy. If you need to return a product for a refund, please follow these steps and keep the conditions in mind:
• After Shipment Cancellation: Once an order has been shipped, it cannot be canceled. If you wish to cancel after shipment, our standard return policy will apply.
• Return Condition: Items must be returned in their original, unused condition and packaging. Using or opening a product before returning it may make you ineligible for a refund.
• Damaged or Faulty Items: If you receive an item that is damaged or defective, contact us via email immediately before returning it. We will provide instructions on how to proceed.
• Exchanging Items: For exchanges, initiate a return and place a new order online. This process is necessary for warranty purposes.
• How to Return: Send your return to the address listed on the packing slip included with your order. Be sure to include a copy of the packing slip or your order number to help us process your refund quickly.
• Refusing Delivery: If the shipping envelope is unopened, you can refuse delivery by marking it 'Refused/Return to Sender' and handing it back to your postal service. Please inform us via email after doing this so we can track the return and process your refund. We strive to make your return experience as smooth as possible.
If you have any questions or need assistance with the return process, please contact us via email or use the Contact Us form on our website. We are here to help!

Do you offer different shipping options?

We offer two shipping options to meet your needs:
Standard Shipping: This option is available for all items at no additional cost. It includes tracking and insurance, where available, ensuring your order is delivered securely and reliably.
Premium Shipping (Priority Dispatch): For an additional fee, you can choose premium shipping, which offers priority dispatch and may speed up the delivery process. With these shipping choices, you can select the option that best suits your needs. Whether you prefer a cost-effective solution with standard shipping or faster delivery with premium shipping, we've got you covered.

Do you provide shipping services to Canada?

Yes, we proudly offer free shipping to Canada. We use Airmail for the initial transit, with Canada Post handling the final delivery to ensure your order arrives smoothly. However, please be aware that some items in our inventory may be subject to import restrictions in Canada. Health Canada maintains a list of medicinal ingredients that, if present in a veterinary product, could face these import restrictions. We recommend checking their Prescription Drug List on the Health Canada website to ensure the product you are ordering complies with Canadian regulations. If you have any concerns or questions about shipping to Canada or the eligibility of specific products, please feel free to contact us. We're here to assist and make your shopping experience as convenient as possible.

What is the estimated delivery time of my order?

For most locations you can generally expect to receive your order within 5-10 business days from the date it is shipped. However, please keep in mind that these shipping timeframes are estimates and can vary. External factors such as customs processing and postal service delays can impact delivery times. Additionally, certain products may have shipping restrictions to specific locations due to various regulations. Where applicable, these restrictions are clearly noted on the product page. If you have any specific questions or concerns about the shipping time for your order, please feel free to contact us. We're here to ensure that your ordering experience is as smooth and transparent as possible.

What are the costs associated with shipping?

We are pleased to offer standard shipping at no extra cost to you. This service includes tracking and insurance, where available, ensuring a secure and reliable delivery of your order. For those seeking faster delivery, we also provide a premium shipping option. This service comes with a small charge and includes priority dispatch, designed to expedite the shipping process. The premium shipping option is ideal for customers who need their orders delivered more quickly. Whether you choose standard or premium shipping, we strive to provide options that cater to your needs and ensure a satisfactory shopping experience with us.