FAQ
Find answers to common questions about ordering, delivery, returns and animal health products from Vet Products Online.
1. Ordering & Payments
Yes. Vet Products Online is open to the general public, including pet owners, farmers and other animal owners, as well as veterinary practices and animal health professionals.
You do not need to be a veterinarian or have a veterinary account to order from us. Individual products remain subject to any applicable legal restrictions.
No. You can shop without creating an account. Simply add your products to your basket and continue to checkout as a guest.
Creating an account is optional.
We accept secure online card payments, supported instant payment options and electronic funds transfers (EFT).
The payment methods currently available are displayed at checkout.
Please contact us as soon as possible.
If your order has not yet been dispatched, we will do our best to accommodate your request.
For cancellation and refund conditions, please refer to our Returns and Refund Policy.
We may offer special pricing for larger orders, depending on the products and quantities required.
If you find the same product advertised at a lower price by another South African online retailer, you are also welcome to request a price review.
Please email support@vetproductsonline.co.za with your requirements or the competitor’s advertised price. All quotations and price-matching requests are considered individually and are not guaranteed.
If you require a tax invoice for your order, please email support@vetproductsonline.co.za with your order number, and we will email a copy to you.
Go to My Account on our website and select Lost your password?
Enter your registered email address or username and select Reset password.
You will receive an email containing a link to create a new password. Please check your spam or junk folder if it does not arrive.
2. Delivery & Collection
We deliver throughout South Africa, including major cities, towns and most outlying areas.
We do not offer international shipping on orders placed via our website.
Delivery charges and any applicable free-delivery offers are displayed on our website and confirmed during checkout.
Charges may vary depending on your delivery location, order value and selected delivery option.
We aim to process and dispatch orders as promptly as possible once payment has been confirmed.
Delivery times depend on your location, courier service and stock availability. Standard courier transit times are estimates and are not guaranteed.
Orders are not dispatched on Saturdays, Sundays or South African public holidays.
If you need an order by a particular date, please contact us before ordering.
We use different courier services depending on the delivery area and type of order.
If you have a preferred courier, please add a note in the order comments at checkout. We will try to accommodate your preference where possible.
Collection-point and locker delivery may also be available for certain orders and destinations. These services can take longer than door-to-door delivery.
Once your order has been dispatched, you will receive tracking information by email where available.
You can use the tracking details to follow your parcel’s progress.
Please contact us with your order number and details of the problem.
We will investigate with the courier and assist with an appropriate resolution.
Certain products require temperature-controlled packaging and delivery.
These orders are dispatched only when suitable courier arrangements are available to maintain the required cold chain. Dispatch days and delivery options may therefore be restricted.
Please contact us if you have questions about delivery arrangements for a particular product.
3. Returns & Refunds
Returns and cancellations depend on the circumstances and your applicable consumer rights.
Please refer to our Returns and Refund Policy for eligibility, timeframes and instructions, including information about Special Buy products.
Please contact us with your order number and details of the problem.
Our Returns and Refund Policy explains how these issues are handled.
4. Products & Animal Health
No. We are an online animal-health retailer, not a veterinary practice.
We supply animal health products, registered stock remedies and animal care essentials.
We can assist with product information and general enquiries, but do not diagnose conditions, prescribe medication or provide veterinary consultations.
We source our products through established manufacturers, distributors and suppliers.
We sell animal health products and registered stock remedies that may be supplied without a veterinary prescription. We do not supply scheduled prescription veterinary medicines through our website.
Always follow the product label and consult a veterinarian if you are uncertain whether a product is appropriate for your animal.
Yes. We stock selected vaccines, subject to availability.
Some vaccines require appropriate temperature-controlled handling, so delivery arrangements may be restricted.
If your animal is unwell, injured or requires urgent treatment, please contact your local veterinarian or an emergency veterinary clinic.
Online orders and courier deliveries can be subject to delays beyond our control.
If you need a product by a specific date, please contact us before ordering.
If your animal experiences a suspected adverse reaction, stop using the product and contact a veterinarian promptly.
For suspected adverse reactions, concerns about product effectiveness or technical enquiries, we recommend contacting the product’s registration holder or manufacturer directly. Their details are generally available on the packaging or package insert.
If you need assistance identifying the registration holder or have a concern about a product purchased from Vet Products Online, please contact us.
We aim to keep our product information accurate, but packaging, formulations and product details may occasionally change.
Always refer to the product’s registered label, package insert and manufacturer’s instructions for directions, dosage and safety information.
If you notice a discrepancy, please contact us before using the product.