Impact of COVID-19 on our service

Impact on customer service

As you are witnessing in the supermarkets, we are also experiencing a surge in orders in excess of our customer service capacity. This is impacting our ability to answer phone calls and quickly reply to enquiries. It is not impacting our dispatch process.

We would ask that in order to maintain efficiency, you contact us by email rather than calling and leaving voicemail messages.

The more you can do to assist us with order processing, the more that will help us keep up with demand. Please help us by doing the following:

  • Upload a copy of your prescription with your order.
  • Use the website rather than placing an order over the phone.
  • Check the dispensing label to see the number of repeats you have remaining.

Impact on order processing

Our priority will be on maintaining fast order turnaround, but we cannot guarantee that orders will be dispatched the same day.

We are not aware of any issues with our supply chains that will prevent us from supplying your pet’s medicines. We do not see any reason to “panic buy” or stock up on your pet’s medicines. Please be mindful that we cannot refund medicines once they have left our premises.

We are still permitting in-store collection for orders, but please do not arrive in person if you are unwell. We ask that you please wait outside the shop to be served. We will send you an email when your order is ready for collection. We will be following NSW Government advice for pharmacy business regarding the operation of our store front.

Impact on delivery

Our orders are delivered by Australia Post. Australia Post are committed to continuing delivery through the network.

Please use this link to see the latest about how Australia Post are managing their deliveries. https://auspost.com.au/about-us/news-media/important-updates/coronavirus

At this stage we are yet to see any interruptions or delay to the network. If it gets to the point where there are delays in express shipping, we may be required to stop dispatching refrigerated items.

Emergency Supply

For existing customers, we can assist you with an emergency supply of medicine if your prescription has expired and you are unable to see your veterinarian. Please let us know if you find yourself in this predicament.

 

We appreciate your understanding through this tough time. Please know that we are doing our best to ensure that your pets medical needs are met.