Below are some of the most common questions we receive about online shopping. If you have a question that is not answered below, please email us.
I am unable to log in.
If you had an account on our online shop before 30 September 2019, you will need to create a new account. Please note that you no longer need to log in to get your order delivered to Ourimbah Vet Hospital.
If you have followed a link from a reminder email that was sent before 4 October 2019, it will no longer be valid. When you place a new order, you can choose to get reminders for future purchases at the checkout.
Why am I being asked for additional information when paying?
Our online shop uses Windcave (formerly known as Payment Express) to process payments and uses 3D Secure technology to make your online shopping experience safer. This allows the bank that issued your card to confirm your identity when you shop online.
Some banks automatically enrol all cardholders in Mastercard SecureCode or Verified by Visa. If this is the case and we are the first shop you have used that supports 3D Secure, you may see a request for a username and password or other information only you will know as the cardholder before allowing you to proceed with payment.
If you have any questions about Mastercard SecureCode or Verified by Visa, please contact your bank.
I’m looking for a product and can’t find it on your website.
If an item is out of stock or discontinued, it won't show when you are browsing the store, but it will show up as "out of stock" if you search for it. You can check back later or contact Customer Service to find out when the product is due to arrive again.
Please note that we cannot sell prescription products or certain sprays online. Please contact Ourimbah Vet Hospital directly to order these products.
If what you are looking for is not covered by the above, please email Customer Service to tell us what you are looking for, and we can look at adding it to the shop for you.
What currency are your prices in and where do you deliver to?
All prices and delivery costs displayed on the website are in Australian Dollars and include GST.
Our parcels are sent via Australia Post eParcel which covers all of Australia. We do not deliver any products outside of Australia.
Can I order by phone or email?
Our staff and customer service team are not able to take online shopping orders over the phone or via email. Our shopping system is web-based and is designed to ensure your order is processed as quickly as possible.
Ourimbah Vet Hospital can order in specific products for our clients if you give us a call, but please note that the pricing will usually be different
How can I change the email address or other details on my account?
Emails about your order will be sent to the email address you entered when registering or ordering on our website. To change this email address or any of your other details, visit the My Account page to update your details.
If you're still having problems updating your details, contact us.
Can I pay for my order other than by credit or debit card?
As our system is automated, payment can only be accepted through our website by credit or debit card. Unfortunately we are not able to take orders over the phone.
We can order in specific products for our clients if you give us a call, but please note that the pricing will usually be different to our website.
How does picking up orders work?
If you are local to us, you can choose to have your parcel delivered to Ourimbah Veterinary Hospital and save on delivery charges.
You will be contacted by text or email when your product arrives to come in and pick up your purchase during our opening hours. Please allow 5 to 7 business days for your order to arrive.
Do you accept returns?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Exchanges or refunds can be requested by filling out our online form within 14 days of receipt or pickup of your order. Please note that we will only exchange products for store credit if you have simply changed your mind.
Please refer to our returns policy for more information.
How much does delivery cost?
The delivery fee is dependent on the weight, dimensions and destination of the parcel. The delivery fee or shipping cost for your order is calculated and displayed under your order details at checkout prior to entering your payment details.
The weight used to calculate your delivery fee may be different to the listed weight of the products you have ordered. Delivery weight and dimensions include the net weight and dimensions of the product along with its packaging and any packing material, such as boxes or shrink wrapping.
You can also elect to have your parcel delivered to our practice at no additional charge. We will email or text you to let you know when your parcel is ready to be picked up.
For full information on delivery including pricing, please refer to our Delivery Information page.
When will my order arrive?
You will receive a notification email when your order is received. As long as our supplier has all the items you ordered in stock, your order will be picked and packed within 1 business day and dispatched from their warehouse within 2 business days.
All of our parcels are sent via Australia Post eParcel from our supplier's warehouses in each state, so depending on where you are located, most deliveries should arrive within 5-10 business days. If you have not received your item within this time, please visit the Australia Post website to submit an enquiry.
If any of the items you ordered are out of stock or if there is an issue with your order, you will be contacted by our supplier's customer service team by phone or email.