Frequently Asked Questions

Returns & Refunds

Can I return prescription medications?

No. Prescription medicines, over-the-counter medicines, compounded medications, and any products taken orally are strictly non-returnable. Once a medicine leaves our pharmacy, it cannot be accepted back, refunded, exchanged, or credited, even if unopened, including in the event of your pet’s passing, a change in treatment, or unused quantities. This is due to safety and regulatory requirements. All prescription medication sales are final.

Can I return a non-prescription product?

Possibly, if eligible. Please contact us within 7 days of Australia Post delivery so we can confirm eligibility before you send anything back. If approved, items must reach us within 7 business days of approval and be in new, unopened condition with all seals intact. Opened, used, damaged or soiled items will not be accepted and may be returned at your expense.

What fees apply to approved returns?

For approved non-prescription returns, refunds are issued to the original payment method less the original shipping cost, less the return shipping cost, and a $5.99 processing fee. These deductions do not apply if we made a mistake.

What if Discount Pet Meds made a mistake?

If your order contains an error on our part, for example a wrong item or strength, or a damaged or defective item, contact us within 7 days of delivery. We will arrange a remedy, cover reasonable return postage, waive fees, and provide a replacement or full refund once assessed.

Which items are non-returnable?

• Prescription medication
• Over the counter medication
• Vitamin supplements
• Sale or clearance items

Ordering Prescription Medication

How do I purchase prescription medication?

Ask your vet for a written prescription. Find the product on our website, place your order, and pay at checkout. Then upload, email, or post a copy of the prescription to us. We will dispatch your order after we receive and verify the prescription. We aim to dispatch within two working days of verification.

Can I buy with an international prescription?

No. An Australian prescription is required for all prescription medications.

Prescriptions & Repeats

What is a written prescription and what must it include?

A written prescription authorises us to dispense your pet's medicine. It must include the pet owner's name and address, the pet's name, medicine name, strength and quantity, directions, repeats if any, the prescriber's name, address, qualifications, signature, and the date of issue.

How much can I buy at one time?

We can only supply the exact medicine, strength, quantity and repeats specified on your prescription. If you want larger quantities, discuss this with your vet before ordering.

How long is a prescription valid?

Unless your vet specifies a shorter period, veterinary prescriptions are generally valid for 12 months from the date written. Certain medicines may have a shorter legal validity. Any repeats must be used within the prescription's validity period.

Shipping & Delivery

Which couriers do you use?

We primarily use Australia Post and StarTrack.

My order has not arrived. What should I do?

If your order includes prescription items, please first check your email to confirm that your prescription has been received and that your order has been shipped. Once dispatched, the process is the same as non prescription orders. Check safe drop locations or any courier notifications. If you need help, contact us on 1300 376 337 or info@discountpetmeds.com.au and we will investigate.

How are temperature controlled products shipped?

These are shipped in insulated packaging with ice packs to help maintain temperature during transit.

Account, Orders & Changes

Can I send my order to a different address?

Yes. Enter the alternative address in the Delivery Address section during checkout.

I have forgotten my password. How do I reset it?

Click Log In at the top right and choose Forgot Your Password. Follow the prompts. If you do not receive the email, check Junk or Spam. Still stuck? Call us on 1300 376 337.

Can I change or cancel my order?

If you request cancellation before it is shipped. Please contact us immediately on 1300 376 337. We ship quickly, so there is a short window to intercept orders. For change of mind cancellations, a $5.99 transaction fee may apply if the order is being reversed at your request. If you placed a prescription order without providing a script, a $5.99 processing fee applies to refund the order.

Store Pickup

Can I collect my order from the store?

Yes. Select Pick up from store at checkout. We will notify you when it is ready, usually the next business day. Collection: Suite 106/3 The Crescent, Wentworth Point 2127 NSW.

International Orders

Do you ship internationally?

We ship non-prescription products internationally, except to the United States due to import restrictions. Prescription medicines require an Australian prescription and are not supplied internationally.

Safety & Advice

I have seen product or illness information. What should I do?

For advice about prescription medicines and conditions, always consult your veterinarian.

How do I report an adverse reaction to a veterinary medication?

Contact your veterinarian immediately for clinical advice and follow up.