Welcome to FAQ's
The below information covers our most frequently asked questions. Incase you aren’t able to find the information you require, please get in touch with us using one of the contact methods available on this site.
Q: Are any of the pet food items sold at VeryPet irradiated?
No. Below is an excerpt from the Australian Quarantine and Inspection services website:
Can irradiation be used as a biosecurity treatment for pet food?
Irradiation of pet food for cats presents a unique case and because of detrimental nutritional changes in cat food, irradiation has not been used for this commodity since 2009. To address the risk associated with cats being fed irradiated dog food, the department requires, as a condition on the import permit, that imported irradiated dog food be appropriately labelled as not fit for consumption by cats.
The available scientific evidence supports the use of irradiation as a biosecurity treatment for pet food only in exceptional circumstances. It is not supported for those products likely to be consumed as a significant proportion of an animal’s diet (e.g. kibble).
Q: Where is my order?
Once orders have been dispatched from our warehouse, we will send you a confirmation email with a tracking number. Delivery times will vary depending on your location. For more information, please see “Shipping” section below.
Q: How can I cancel or change an order?
An order can be cancelled if it hasn’t left our warehouse. Please contact one of our customer service team members to discuss this further.
Q: How long does it take to get my order?
During business hours, we usually ship all orders within 24 hours. Most customers in metro NSW, VIC and SA can expect to receive their food and supplies within 3-4 business days. Deliveries for other states will take longer to arrive.
Q: How much is shipping?
We offer free shipping for orders over $99 for customers in metro NSW, VIC and SA. Please use the shipping charges calculator for deliveries outside of these states and areas.
Q: Do I need to sign for my Order?
Not If you have given authority for the courier to leave the goods at your door. Otherwise, yes you will have to sign for the delivery
Q: Do you deliver to PO Boxes?
Yes we do.
Q: Can I ship my order to someone else’s address?
This isn’t a problem, please include the name and address at the “Checkout” page.
Q: How do I return an item?
Before we could accept your item, please speak with one of our customer service members. Generally, a change of mind does not entitle a customer a refund or a replacement. Under the Australian consumer law, the customer is only entitled to a refund or a replacement if there is a major problem with a product.
For more details on returns, please visit our Returns Policy page.
Q. What is AutoSend?
AutoSend is an automated service which lets you reschedule your orders and payments automatically. To learn more about how it works, and a step by step guide on how to use this feature, please visit here.
Q: What types of payment do you accept?
We accept PayPal, Visa, MasterCard & Discover.
Q. Can i make a purchase without having an active account?
No, you must have have an active account to make a purchase.
Q. How do i add a new or change my existing payment methods?
Go to “My Account” Page, and then select “Payment Methods” tab on the left to add, change or delete a payment method.