Frequently Asked Questions

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

Our Guarantee.

Quality:

All the pet products and meds sold on the Pets-Megastore website are selected by animal health professionals to ensure that they are safe products from reputable companies. All products sold by us have the longest expiry dates available. 

Price:

Because we operate over the internet we can offer savings on your pet care. Many of our products are cheaper than the recommended retail prices.

Hassle free refund or replacement:

If for any reason you are not happy with any products (excluding stock marked as clearance), please contact us to organise either a replacement or refund. Please note, stock marked "clearance" cannot be returned, refunded or replaced.

Security:

Buying online from Pets-Megastore is safe and reliable. To ensure your payments are secure we use the latest available 256 bit encryption technology. Your personal information is never disclosed to anyone.

Our credit card payment processing is through eWAY because of its outstanding reputation for security and quality or you can choose PayPal to complete your order.

Privacy:

We understand that your privacy is important, that's why we will never pass on your name, address or email address to anyone without your permission. The information you provide to us is kept secure and only held for the purposes it is provided, such as processing payment and dispatching your order.

First Class Products:

All pet products sold by us have the longest expiry date available. Products which we sell are manufactured in the same factories, with the same ingredients as those sold under the same name in the USA and other countries. Our products are packaged for the Australian market, this means that the packaging may be different to that available in worldwide stores. For example, weights and measurements may be in metric. All instructions for use and safety notices are written in English. If you have any issue with a product please call or email us at help@pets-megastore.com.au. 

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?

Please visit our shipping information page.

How long will delivery take?

Please visit our shipping information page.

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

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

Most products listed on our website are considered over the counter products in Australia and do not require a prescription. Exceptions may apply to some products depending on your country of origin and government requirements. If an item requires a prescription it will be stated on the product page.

What payment options do you accept?

We accept Visa Card, Master Card 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 11pm EST, Sunday to Thursday.
• If you are in the United Kingdom:
  Please call 0800-731- 8045 Free Call, between 10pm and 4am GMT Monday to Friday.
• If you are in Australia:
  Please call (03) 5222 5733 during normal business hours.
• If you are in Canada:
  Please call us on 1866 270 2303 Free Call Number
• Outside of these hours, a message will be taken. Please leave a clear name and phone number and we will return your call.

Why is there a small price discrepancy difference than what was displayed when ordering ?

Transaction currency is in Australian Dollars. You may be required to pay additional fees by your credit card company for currency exchange and currency conversions.
Please note: The website displays the current exchange rate at the time of placing your order. Some Banks or Credit providers may convert the charge at a higher or lower rate than being displayed. This may reflect a difference in price than displayed on your invoice/ bank statement. Unfortunately, we can not accept cheques or money orders etc. as they incur high bank fees.

Using PayPal we can accept all major credit cards including Discover cards, debit cards, and PayPal payments hassle-free.

Attention Customers of EU member states.

Please be advised that from 1 July 2021, the EU have introduced reforms to the value-added tax (VAT) These changes include the removal of the €22 VAT-free threshold. All items from €0-150 will have VAT, customs clearance fees applied. Orders over €150 VAT and Fees remain the same upon customs clearance. These additional fees and VAT will be payable by the customer/receiver before your parcel can be cleared from customs. You will be notified by your local customs that you have an International parcel awaiting clearance. Goods cannot be sent direct to customers until the VAT has been collected. This may add delivery delays due to customs processing.

Please be advised that this is not an extra charge from Pets-Megastore and that the VAT payable is the responsibility of the customer/receiver upon your parcel being cleared from customs. In the event of any parcels being returned to Pets-Megastore due to non payment of VAT a refund will be applied upon receipt for the product only, shipping costs are not refundable.

If you have any questions or require further information please feel free to contact us at help@pets-megastore.com.au