Frequently asked questions
All retail only orders over $99 weighing under 1kg are eligible for free standard shipping. Our free shipping offer excludes orders containing prescription medication and cold shipped items. Free shipping for orders weighing over 1kg is only available to selected metro areas. For more information, please see our Delivery Policy page.
The cost of delivery depends upon the type of products you order, the weight of your order, the delivery address, and the method of delivery you select. You can obtain a cost for your delivery by following the checkout process, entering your personal details and address. Your available shipping options and prices will display. For more information about our delivery options, please see our Delivery Policy page.
Due to the nature of prescription medication, we only dispatch orders containing pet medication via Autralia Post eParcel (Express Post) or Startrack Premium. This ensures that the important parcel arrives to you as quickly as possible and in the best possible condition. Shipping of any prescription medication items incurs a flat rate charge for shipping and processing of your order. For more information, please see our Delivery Policy page.
In-stock items ordered before 5pm on a weekday are generally dispatched the following business day. The dispatch of prescription medication orders is subject to having a valid original prescription on file. There can also be processing delays for prescription medication orders, depending upon demand and stock availability. For urgent medication orders, we recommend selecting our Priority Processing Service for $6.95, which will move your order to the front of the queue. For more information, please see our Delivery Policy page.
We accept returns for up to 14 days from the date of delivery, providing it is unopened and in original condition (including packaging). For these purchases you can return your order for store credit. You can return your order for a refund if the item is faulty, not fit for the intended purpose or not as pictured on the website. Certain products cannot be returned to Pet Chemist, including but not limited to prescription medication, perishable products, and products that need to be stored at air conditioned temperatures. For more information, please see our Returns Policy page.
Prescription and other medications cannot be returned in compliance with state legislation. By law prescription medication cannot be re-sold after they have left the pharmacy premises. As such, refunds are not available for unused medicines once they have been supplied by the pharmacist and dispatched. Please take this into consideration when deciding on the quantity of medication to order, as orders of medication cannot be cancelled once they have been supplied by the pharmacist and dispatched. For more information, please see our Returns Policy page.
"Thank you Pet Chemist for the fast service and delivery, I was impressed and amazed with your quality of service!"