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Frequently Asked Questions

If you have a question that is not answered here, please contact us and we will respond to you personally.

Are these the same products my Vet sells, are these genuine?

Yes, all our products are from the same manufacturers that provide products to your local vet.

How much does shipping cost?

Freight Within Australia - AU $4.95 for parcels under 2kg in weight. Over 2kg extra charges may apply.
Outside Australia - AU $4.95 flat rate

All product purchases placed under 2 kilo and over AU $99.00 receive FREE Delivery!

All orders over $500.00 AU are insured with Australia Post at our expense.

How long will delivery take?

Pets Megastore guarantees prompt delivery of all pet goods and pet supplies ordered. Most orders are dispatched within the first working day of the order being taken.

If for some reason we are unable to dispatch your order within two days of receipt of your order Pets Megastore will contact you .

Please allow 2-5 working days Monday to Friday for delivery if you live in a Capital City within Australia. All Deliveries outside Australia please allow 5 to 10 Business - Working Days for your parcel to arrive by Air Mail.

Do I need to provide a prescription to order any of your products?

No, these products are considered over the counter products outside the USA no prescription is required.

Why can't I order Interceptor or Sentinel?

In November 2003, USA customs rejected Sentinel and Interceptor from entering the USA. This was in response to pressure from the manufacturer in trying to protect their local market. As a result of these restrictions in trade, we are unable to supply Novartis products to the USA. There is currently no restriction in the UK or any other countries.

What payment options do you accept?

We accept Visa, MasterCard or Australian Bankcard and American Express. Paypal accepts Discover cards, cheques and debit cards. Credit Card payments can be made via our website or by phone order.

Can I order by phone?

Yes, you certainly can, and we have different phone numbers depending on where you are in the world;

If you are in America:
Please call us on 1866 270 2303 Free Call, between 5pm and 12am EST, Sunday to Thursday.

If you are in the United Kingdom:
Please call 0800-731- 8045 Free Call, between 10pm and 5am GMT Monday to Friday.

If you are in Australia:
Please call (03) 5222 5733 during normal business hours.

A message will be taken outside these hours.

I am an AOL user and am having trouble checking out. Help!

AOL has made some recent changes to its browser which has caused some AOL users to not be able to use our secure server to check out. Thanks to a helpful customer who raised the problem with AOL's technical support, we now have a fix.

We believe that STEP 1 solves the problem for most people. Only try Step 2 and beyond if you have no luck with Step 1. We suggest you do this now before you put anything in your shopping cart, as you will need to re-start your browser to make it work. You only need to do this once, not everytime you visit this website. This is an AOL bug and is not related to any fault with the Pets Megastore website.

STEP 1: Keyword: Securefix
Click on the Keyword icon on the AOL toolbar. In here type Securefix and click on Go . You will now be prompted to restart the AOL Software. Click OK and exit AOL.

Once you have completed this step you should launch AOL again and see if the problem is solved. If the problem persists, please continue with the next step.

Only if Step 1 does not work and you still cannot complete the checkout process, should you attempt any of the fixes below...

STEP 2: Using the AOL System Information tool to delete the temporary Internet files.
- If AOL is currently open, close it completely by clicking the X at the top right hand side of your screen.
For Windows 95/98/ME/2000 Professional users:
- Go to Start --> Programs --> AOL --> AOL System Information .
For Windows XP users:
- Go to Start --> All Programs --> AOL --> AOL System Information .
Once the System Information tool is open, proceed with the following steps:
- When the System Information tool opens, click on the utilities tab on the top of the window.
- In the utilities page you will see clear browser cache . Click this button.
- Once the current browser cache size is back at 0kb, click close to exit the AOL System Information tool.

Once you have completed this step, you should launch AOL again and see if the problem is solved. If the problem persists, please continue with the next step.

STEP 3: Clearing Cookies in Internet Explorer

- If AOL is currently open, close it completely by clicking the X at the top right hand side of your screen.
For Windows 95/98/ME/2000 Professional users :
- Go to Start --> Settings --> Control Panel .
For Windows XP users:
- Go to Start --> Control Panel .
- Double-click Internet Options .
- Click the Delete Cookies button and then click OK on the pop-up

- Click OK to apply the changes and Exit

STEP 4: Reset Web settings in Internet Explorer preferences
- If AOL is currently open, close it completely by clicking the X at the top right hand side of your screen.
For Windows 95/98/ME/2000 Professional users :
- Go to Start --> Settings --> Control Panel .
For Windows XP users:
- Go to Start --> Control Panel .
- Double-click Internet Options .
- Click the Programs tab.
- Click the Reset Web Settings button.
- Click Yes on the pop-up window and then OK

- Click OK to apply the changes and Exit.



STEP 5: Reset security settings in Internet Explorer preferences
- If AOL is currently open, close it completely by clicking the X at the top right hand side of your screen.
For Windows 95/98/ME/2000 Professional users :
- Go to Start --> Settings --> Control Panel .
For Windows XP users:
- Go to Start --> Control Panel .
- Double-click Internet Options .
- Click the Security tab.
- Click the Default Level button.
- Click OK to apply the changes and Exit.
Once you have completed this step, you should launch AOL again and see if the problem is solved. If the problem persists, please continue with the next step.

STEP 6: Configure Internet Explorer Content Settings

Clear the Secure Sockets Layer (SSL) slate and AutoComplete history:

1. In Internet Explorer, on the Tools menu, click Internet Options , and select the Content tab

2. Under Certificates , click Clear SSL State (For Windows XP users only)

3. Click OK when you receive the message that the SSL cache was successfully cleared

4. Under Personal information , click AutoComplete

5. Under Clear AutoComplete history , click Clear Forms . Click OK when you are prompted to confirm the operation .

STEP 7: Configure Internet Explorer Security Settings
Configure Security settings for the Trusted sites zone in Internet Explorer:

1. In Internet Explorer, on the Tools menu, click Internet Options , and select the Security tab

2. Select Trusted sites , and then click Default Level

3. Add the secure Web site you are trying to access to the Trusted sites zone. To do so, click Sites , type the address (URL) of the site in the Add this Web site to the zone box, click Add , click OK , and then click Apply

STEP 8: Configure Internet Explorer Advanced Settings

Verify that Internet Explorer is configured to use SSL 2.0 and SSL 3.0:

1. In Internet Explorer, on the Tools menu, click Internet Options , and select the Advanced tab

2. In the Settings box, under the Security header, click to select the Use SSL 2.0 and Use SSL 3.0 check boxes (if they are not already selected), and then click OK

STEP 9: Verify that the Date and Time Settings on Your Computer Are Correct

Because SSL certificates have an expiry date, if the date on your computer isn't correct, it may prevent you from connecting to secure sites. To verify that your computer is configured with the correct date and time settings:

1. For Windows 95/98/ME/2000 Professional users :
- Go to Start --> Settings --> Control Panel .
For Windows XP users:

- Go to Start --> Control Panel

2. Click Date, Time, Language, and Regional Options , and then click Date and Time

3. Select the Date & Time tab

4. Check to make sure that the date and time settings are configured to use the current date and time, and then click OK

STEP 10: Check the browser supports 128-bit encryption.
- Begin by first signing on to AOL as normal. Minimise the AOL software by clicking the _ button in the top right hand corner of the screen.
- On the left of your screen, you should see an Internet Explorer icon - a blue 'e'. Double click this to start Internet Explorer. This will bring you straight to your home page.
- If you do not have an icon on your desktop for Internet Explorer, try looking in the Start menu (Click Start, select Programs/All Programs and click Internet Explorer).
- Once Internet Explorer is opened, click on Help on the Internet Explorer toolbar, and then click on About Internet Explorer .
- An About Internet Explorer window will now open. Check that the Cipher Strength = 128-bit . If not please click on (Update Information) . This will open the Microsoft Internet Explorer High Encryption Pack update web page. You will need to download and install this pack to adjust the Cipher Strength to 128-bit.
Once you have completed this step, you should launch AOL again and see if the problem is solved.

If the Cipher Strength is anything less then 128-bit, then you can download the Internet Explorer High Encryption Pack to your computers hard disk, and then install it.

Once you have completed this step, you should launch AOL again and see if the problem is solved. If the problem persists, please continue with the next step.

STEP 11: Enable Cookies

For Windows 98, Windows 200 and Windows ME

1. Click on Start -> Settings -> Control Panel
2. Double click on Internet Options and then select the Security tab.
3. Click on Custom Level button at the bottom and scroll down to the Cookies section.
4. There you can enable them.
5. . Click on OK and try the website again.

For Windows XP

To enable Cookies please follow these steps:

1. Click on Start -> Control Panel

2. Double click on Internet Options

3. Click on the Privacy tab

4. From here you can set it to accept different degrees of Cookies. The lowest and least secure setting is Allow All Cookies and the highest and most secure settings is Block All Cookies.

5. To resolve your problem start with the slider set at the second notch from the top of the sliding bar. Click on OK and try the website again.

6. If the problem with not being able to accept cookies persists then follow steps 1 to 4 and keep going down one notch until you find a Cookie setting that works for you.

STEP 12: Enable Active X controls

For Windows 98, Windows 200 and Windows ME

1. Click on Start -> Settings -> Control Panel
2. Double click on Internet Options and then select the Security tab.
3. Click on Custom Level button at the bottom
4. Enable the Active X download controls
5. Click on OK and try the website again.

For Windows XP

1. Click on Start -> Control Panel
2. Double click on Internet Options and then select the Security tab.
3. Click on Custom Level button at the bottom
4. Enable the Active X download controls
5. Click on OK and try the website again.

STEP 13: Check Parental Controls
- Please go online using your master screen name and click on the Keyword icon on the AOL toolbar. In here type Parental Controls and click on Go .
- Click Set Parental Controls.
- In here, select the screen name that is having trouble with secure sites. If it is all screen names then each screen name will need to be checked individually in the Edit Controls For: box.
- Then Click on Web Controls for that screen name. In here make sure that Access all Web sites (Recommended for Adults only) is checked and click on Save and then OK .