Shipping policy

Vet Pro Nutrition

Shopping Policy and Shipping Terms and Conditions

These Shopping Terms and Conditions apply to all purchases made through the Vet Pro Nutrition website. By placing an order with us, you agree to be bound by the terms set out below.

1. Shipping Locations

Vet Pro Nutrition ships orders from Australia.

We currently ship to:

  • Australia

  • New Zealand, freight quotation required prior to dispatch

  • Other international destinations on a case-by-case basis. Please contact us for a freight quotation before purchase.

International customers are responsible for ensuring that products can be legally imported into their destination country.

2. Dispatch Location and Order Processing

Orders are dispatched from locations within Queensland & Victoria, Australia. 

Order processing times are as follows:

  • Orders are generally processed and dispatched within 1 to 2 business days.

  • Orders awaiting stock may take up to 5 business days to dispatch. If this is likely to be longer, we'll contact you. 

Orders are dispatched on business days only. We do not dispatch on weekends or public holidays.

3. Shipping Methods and Carriers

We primarily use the following carriers:

  • Australia Post Express Post

  • Aramex for larger or heavier consignments

Shipping methods available at checkout may include:

  • Express shipping

  • Weight-based courier shipping for larger products

Carrier selection is determined by parcel size, weight and destination.

4. Shipping Costs

Shipping costs are calculated based on:

  • Parcel weight and dimensions

  • Delivery location

  • Selected shipping method

For parcels up to 5 kg that fit within Australia Post Express Post requirements, Express Post rates apply.

Larger or heavier items may be shipped via Aramex with costs calculated using the Aramex rate tool.

Shipping costs are calculated and displayed at checkout where possible.

Free shipping may be offered for selected products or promotions, including items that fit within Express Post size and weight limits. Any free shipping offers will be clearly stated at the time of purchase.

5. Delivery Timeframes

Delivery timeframes are estimates only and commence once the order has been dispatched.

Indicative delivery times:

  • Metro areas: generally 1 to 3 business days

  • Regional areas: generally 2 to 6 business days

  • Remote locations: delivery may not be available

Delivery times may be impacted by factors outside our control, including carrier delays, weather events or peak shipping periods.

6. Temperature-Sensitive and Veterinary Products

Most products are stable at room temperature.

Liquids are packed with appropriate protective materials such as cardboard or bubble wrap.

During periods of extreme heat, dispatch may be delayed or assessed on a case-by-case basis to protect product integrity. Vet Pro Nutrition reserves the right to postpone shipping where conditions may compromise product quality.

7. Order Issues, Delays and Lost Parcels

If a parcel is delayed, lost, or marked as delivered but not received:

  • Tracking information provided by the carrier will be used to investigate the issue.

  • Investigations will be lodged with Australia Post or Aramex where applicable.

  • Outcomes such as replacement or refund are assessed on a case-by-case basis following carrier investigation.

Vet Pro Nutrition is not responsible for delays caused by the carrier once the order has been dispatched.

8. Incorrect or Incomplete Addresses

Customers are responsible for ensuring all delivery details are correct at the time of ordering.

If an incorrect or incomplete address is provided:

  • Any reshipment costs may be charged to the customer.

  • Refunds, if applicable, may exclude original shipping fees.

  • Outcomes are assessed on a case-by-case basis.

9. Authority to Leave

Authority to Leave is only applied if selected by the customer at checkout or permitted by the carrier.

Vet Pro Nutrition is not liable for loss or damage once a parcel has been delivered in accordance with Authority to Leave instructions.

10. International Orders, Duties and Taxes

For international orders:

  • Customers are responsible for all customs duties, taxes, import fees and quarantine charges.

  • Vet Pro Nutrition is not responsible for delays or refusals by customs authorities.

11. Order Tracking

Tracking numbers are provided for all orders once dispatched.

Tracking availability and updates are subject to the conditions and systems of the selected carrier.

12. Contact and Support

For all shipping and order enquiries, please contact:

Email: admin@vetpronutrition.com.au

We aim to respond to enquiries within a reasonable timeframe during business hours.

13. Changes to This Policy

Vet Pro Nutrition reserves the right to update or amend this Shopping Policy and Shipping Terms and Conditions at any time. Changes will take effect once published on the website.