close
close
1300 376 337

Mon-Fri 8AM-4PM

Shipping & Delivery

How much does shipping cost?

Your delivery cost starts from $6.95. This depends on the weight of your order, delivery address and delivery method (express vs standard). The shipping cost calculator will display the total cost for delivery at the checkout. We use live quote system powered by Australia Post; this guarantees you pay the lowest shipping fee. 

 

How do I qualify for Free Delivery?

Discount Pet Meds offers Free Standard Shipping on orders over $149 Australia wide for parcels up to 500g. Orders over $149 and over 500g will receive a discount of $6.95 on total shipping cost which will is automatically applied during checkout.

 

Which shipping should I select?

Discount Pet Meds uses Australia Post as their courier partner, with two shipping options to select from at checkout:

  Express Post       the fastest choice 

  Standard Post     the most economical  (normally 2 days behind express post)

Please note: Australia Post has a weight limit of 22kg per parcel. If your order weighs over 22Kgs we recommend placing multiple orders or contact us to arrange for a courier

 

How long will it take to process my order?

Discount Pet Meds guarantee same day dispatch if your order is in stock and has been placed before 11am weekday. In stock items ordered after 11am will be dispatched next business day. 

Compounding Meds: Please allow extra 2 business days (eye drops: 5 business days).

 

How long will it take to receive my parcel?

In addition to processing and despatch time at the warehouse (24-48 hrs), delivery time will depend on where you are, in relation to our warehouse as we are based in Carlingford, Sydney, NSW.

The following are estimated delivery times once your order has been fulfilled and left our warehouse. These are only estimates and are dependent on mail services in your area. 

     Standard Post     

Local/Sydney area: 1-2 business days

New South Wales: 2-3 business days

Brisbane: 2-3 business days

Melbourne: 2-3 business days

Adelaide: 3-5 business days

Perth: 3-5 business days

Queensland: 3-7 business days

Victoria: 3-7 business days

South Australia: 5-10 business days

Tasmania: 5-10 business days

Western Australia: 5-10 business days

Northern Territory: 5-10 business days

     Express Post     

Sydney area: next day delivery

Other Metro areas and Major cities: 1-3 business days

Rural areas: please allow up to 5 business days.

 

Do I need to stay home to receive my parcel?

All parcels will be delivered to the provided address and will require a signature on receipt. It is recommended to provide a work address for delivery if no one is home during business hours. If no one is home, a card will be left detailing the nearest Australia Post outlet where the parcel can be collected during normal business hours.

Authority to Leave (ATL): Although we do not recommend leaving orders unattended when not home to accept delivery, you may request this service with any delivery. You may do this by placing a brief note, such as Please leave order if not home', in the order comments section found on our checkout page.

Australia Post (Safe Drop): Tracking notifications now provide you the possibility of Safe Drop where the order will be left in the Safe Drop location specified unless, in the judgement of the carrier, it is exposed to passers-by or the weather, in which the parcel will be carded for a Post Office collection.

 

What if my order got delayed, lost, stolen or damaged?

Shipping insurance will allow you to be compensated in case of lost, damaged, or delayed delivery. If shipping insurance is not chosen, we will not be able to offer any further assistance if your order is lost or subsequently goes missing after it has been deemed delivered by the carrier. The associated risk in leaving parcels unattended is borne by the customer.

Refrigerated items: when you purchase a cold chain product, you accept the rare chance that goods will not be delivered in an ideal condition and that no compensation will be offered to replace spoilt goods, even if insurance cover is chosen.

 

How do you ship refrigerated items? 

Fridge items are sent out Monday, Tuesday and Wednesday only, by   Express Post   in foam eskies containing ice Blocks, to ensure items remain cold on delivery. Please refer to the below link to see if you are within the Australia Post Express Network:

Express Post delivery network

 

How do I track my order? 

With email and SMS tracking notifications, you will get peace of mind to track and choose delivery options. You will be given a tracking number and the date your parcel is expected to be delivered, as well as the chance to choose how and where you like to receive it.

 

What if I want to Pick up my order?

Pick up is available from our store. Please select “Pickup option" at the checkout. We will contact you once your order has been assembled and is ready for collection. 

Pick up address: 4/500 North Rocks Road, Carlingford, Sydney NSW 2118

 

What is Route Shipping Insurance

Route is a third party application, that allows customers to buy shipping insurance for all orders. Route ensures protection of customers shipment in case of lost, stolen, or damaged. The cost of Route Shipping Insurance is equal to 1% of your total order value.

In order to apply for Route's Shipping Insurance, you are given the option to add the insurance during check out. If you apply for Route's Shipping Insurance, you will receive an email with instructions of how to file a claim if necessary. You can also proceed to file a claim here.

DISCOUNT PET MEDS DOES NOT TAKE ANY RESPONSIBILITY FOR LOST/STOLEN/MISSING PARCELS WHERE SHIPPING INSURANCE WAS NOT PURCHASED AT CHECKOUT. WE HIGHLY RECOMMEND PURCHASING ROUTE SHIPPING INSURANCE**

Lost Orders

  • An order is considered lost if tracking never confirms package status as "delivered"
  • If tracking shows no movement or looks to be stuck after exceeding the appropriate amount of shipping days, then orders may be considered lost and a claim will need to be made

How many days following the last tracking update should I file my claim?

  • Domestic orders - 21 days
  • International orders - 60 days 

Missing Orders

  • An order is considered missing if tracking information is showing "delivered" but you have not received the item. 
  • It is your due diligence to ensure the parcel was not accepted by a neighbour/colleague/family member 
  • Please wait 5 days from "delivered" date to ensure the parcel is not awaiting re-delivery
  • Please be aware that both the store and Route Shipping will follow up with delivery partners to confirm the delivery, including signatures, and photographs of parcel delivery.  

Damaged Orders

  • If your item arrives damaged, unusable, or in an unacceptable condition, Route encourages customers to file a claim immediately
  • Please include photo reference of damaged item and packaging received

Claims for damaged orders must be filed within 15 days from the date your package was marked delivered.