Frequently Asked Questions
Q: How much does postage and shipping cost?
Postage is calculated on the weight of the parcel.
South Africa
The airmail cost is R30.00 up to 1kg, plus R4.00 per kg thereafter.
Speed Services: R62.00 up to 1kg Counter to Counter, [and collect from your nearest post office] plus R25.00 per kg thereafter.
International
The price of airmail postage varies from country to country, but is also calculated on weight. At checkout, the cost of postage will be reflected for the total order
Q: How long will my order take to arrive?
Products purchased from Vet Products Online will be dispatched within 2 days of proof of payment. In the unlikely event of merchandise not being in stock at time of shipment, you will be notified of the delay. Actual delivery time to our customers varies and depends on processing time by the postal services. Unfortunately once an order is shipped we have no control over postal service delays.
South African order will take 4 to 5 working days for delivery, while international orders take approximately 2 to 3 weeks.
If you have not received a dispatch confirmation email within 5 business days of placing your order or you do not receive your order within 21 days of shipment, please contact thevet@vetproductsonline.co.za
Q: Does my order have a Tracking Number?
Yes, each order dispatched has a tracking number. You will receive these details either by email or sms.
Q: What are the payment options?
- Online using your Mastercard or Visa credit card. Please note that this is a Safeshop and details are secure.
- Direct Deposit – email or fax conformation of payment to thevet@vetproductsonline.co.za or +27 33 263 1751
- Manual card transaction. Fax card details to +27 33 263 1751
Q: In what currency are products advertise?
All prices are quoted in South African Rands, excluding VAT. Approximate conversion rates to the US Dollar, British Pound and Euro are shown with the description of each individual product. Costs of the purchase will be charged at the conversion rate of the day and this amount will be reflected on your credit card statement.
Q: Is Vat charged on all purchases?
Prices on the web site www.vetproductsonline.co.za exclude VAT.
For South African orders, VAT is reflected at checkout.
VAT is not applicable on orders outside of South Africa.
Q: How can I place an order without using my credit card?
Choose the EFT option and fax or email conformation of payment with order details.
Q: Can I buy Vaccine?
We are not able to supply Dog and Cat Vaccines that are Vet Only Products. For all other vaccines you will need to contact VPO to establish the courier costs – this is necessary due to the Cold Chain which has to be maintained at all times.
Q: Do I need a prescription to order from you?
All the products advertised on the site are "over the counter" products in the country they are shipped from and no prescription is required. Prescription, or scheduled products can be supplied on the presentation of a Veterinary Prescription
Q: What do I need to do if I want to change my order?
Please email thevet@vetproductsonline.co.za for the dispatch team to change the order. Most orders are shipped on the same day as the order is made, so it is important that you let us know of any changes as soon as possible.
Q: How do I cancel an order?
To cancel an order, you must contact us by email or telephone
Q: Can I return a product
No merchandise may be returned without prior written approval. A handling charge will be applied for all material supplied as ordered, and any returned material must be unused and in a re-saleable condition. All merchandise is checked and well packed before shipment, however, if in transit damage should occur please notify your carrier and Vet Products Online as soon as possible. All claims must be made within 7 days of receipt of order.
Q: Can I insure my order
Insurance is available as a customer option if they so choose. Insurance is not automatically included in delivery costs.
The South African customer may choose to insure parcels at a rate of 2% of the parcel value up to a maximum of R5000 and a minimum rate of R2.00 per parcel.
International parcels may also be insured for a maximum of R5000 to most countries, although some destinations do not offer this service. Customers can contact us for a quotation if they would like their parcel insured.
Q: Is Shopping with Vet Products Online secure?
Buying online from VetShopOnline is safe and reliable. To ensure your payments are secure we use the latest SSL Technology.
Your credit card details are never sent by email and we will never disclose your details to anyone without your permission.
We’ve chosen leading payment processor MWEB to process payments because of its proven track record for safety and reliability.
Q: Can I place an order without registering my account?
Registration is not necessary to shop online, but does facilitate a quick re-ordering system
Registration is there for your convenience and automatically creates a shortlist to facilitate future shopping. By logging in, you are able to view your recent and regular shopping products. This shortlist will speed up your shopping experience as a list of your favorite items will be displayed as well as the latest prices for each of the products listed.
Shoppers can alter the list by adding products or amending the tick box and recalculating the order.
Q: What should I do if I forget my password?
If you are a registered user and have forgotten your password, go to the Login page and simply type in your Login Name or your default E-mail address under "I am a registered user but forgot my password" and click on submit. We will send your password to your default E-mail address.
Q: Will you keep my personal details private?
Yes! 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 secure and only held for the purposes it is provided, such as processing payment and dispatching your order. Click here to read our detailed Privacy Policy.
Q: I'm not happy with my order, what can I do?
If for any reason you are not happy with any products you have ordered from us send us an email at thevet@vetproductsonline.co.za and tell us why. If the fault is not with VPO, the product may be returned at your own costs.
Specific order requests cannot be returned.
Q: My order received is incorrect. What do I do?
If the incorrect product has been sent, VPO will carry costs of returns and correct the error.
Q: Are your products genuine manufacturer brands?
All products sold by us are official brand named, and have the longest expiry dates available.
All the pet products sold from Vet Products Online are selected by our qualified, licensed and practicing veterinarians to ensure that they are safe products from reputable companies we trust.
We do not sell anything that we would not use on our own pets!
Q: Do you sell pet foods?
Unfortunately the cost of delivery would outweigh any savings we could pass on to our customers, so we do not currently sell pet food.
Q: My card keeps being declined, but my card is not overdrawn. What can I do?
The most common mistake is leaving a space between each set of 4 digits. If the error continues, please try contacting your credit card company and ask them to make sure that transactions with www.vetproductsonline.co.za will not be blocked.
Please check expiry date of your card.
Q: Can I request advice on my pet’s condition.
General queries on products and their use will be answered. Individual complaints or ailments constitute a consultation and if you are in any way concerned with your animal's health, consult your local vet immediately.
Q: As a Veterinarian, can I order from vetproductsonline?
International Veterinarians may contact thevet@vetproductsonline.co.za directly for information on a full range of products not available on the website. This service is geared to veterinarians worldwide, particularly to those in practice in outlying areas.
Q: What if I have more questions?
If you have any questions on our products or service, please contact us. |
