Answers to those often asked questions
Vet Shop FAQs
Where do you ship to?
Our products are available to customers in the Sydney metropolitan area.
How do you ship my order?
All orders are shipped using Sendle. All parcels are uniquely bar-coded so that we can track and monitor the delivery status of your order. If nobody is present when the courier attempts to deliver your parcel they will leave a calling card for you to pick up your consignment from your nearest Sendle outlet.
Every parcel with Sendle is given a unique order reference number and tracking link which is emailed to the recipient when the parcel is collected. If you are receiving a parcel and only have the order reference number (not the tracking link, or any emails) you can view your tracking updates from Sendle’s tracking page. If you don’t have any tracking information, please contact Turramurra Vet and they will be able to check for you.
What are the shipping charges?
We have fixed shipping charges, so you know exactly what the cost will be when you order. Postage and handling is $7.95 per order (Sydney Metro area), including GST.
Turramurra Vet has a special free shipping offer for orders over $49.
Alternatively, you can pick-up from our Turramurra Vet Hospital for no charge and your purchase will be waiting for you.
What are the delivery times?
We will do our utmost to ensure that your order is dispatched within two working days of receiving your order. Please allow two working days for delivery by Sendle.
How are your prices stated on the site?
All prices are in Australian Dollars and include 10% GST (Goods and Services Tax).
How do I find a product?
Products may also be found in the catalogue by Category ie. Flea & Tick Control. Each product is accompanied by a current package photo to assist with easy identification of products.
Why did I not receive a email alert?
To ensure that our e-mails are delivered to your inbox (not to bulk or junk mail folders), please add email@example.com to your e-mail address book or safe list.
How do I add items to my shopping cart?
Once you have found your product, click on the “ADD TO CART” button and add the number of units you would like to purchase. The default is ONE.
The amount of each product ordered is also clearly shown on the Shopping Cart page and can be updated by changing the quantity.
How do I track what items I have added to my Cart?
At anytime you can view the number of items you have placed in your Shopping Cart on the top right hand corner of your screen. To see a detailed listing of your Shopping Cart and to remove any items, just click on the “Shopping Cart” button on the top right hand corner of your screen.
What do I do when I have finished shopping?
Click on the “Shopping Cart” link on the top right hand corner of your screen. This will take you to your Shopping Cart page where you can finalise your order by going through “Checkout”.
How do I pay for my order?
Payment must be made at the time of ordering via credit card on our secure payment gateway. We accept Visa and Mastercard.
What credit cards do you accept?
We accept VISA and Mastercard.
Is it safe to use my credit card online?
As an online retailer, not only do we strive to provide an easy-to-use service, but a secure environment using the latest in internet technology, including 256-bit SSL (Secure Socket Layer) Certification, to ensure that your credit card and personal details are protected. We do not store your credit card details anywhere on our system.
What is your returns policy?
If you have selected the incorrect product please contact us to exchange. Refunds are not permitted.
What is the best way to contact you?
For all enquiries regarding the order process including:
- tracking your order
- problems with logging in
- payment issues
- products out of stock
- product returns
We prefer to conduct our Customer Service communications by using our Contact Form or emailing your queries to firstname.lastname@example.org. From our experience, we find this to be the most efficient way to have your issues resolved promptly and that your enquiries are answered by the right person with the right knowledge and experience.
However, we understand that sometimes you just want to speak to a real person, that’s why you can also contact us on our 02 9988 0198.
For all technical questions specific to which products to use on your pet, please direct your enquiry to your Turramurra vet for the correct medical advice.
Please check with us if you are unsure what product to use.