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. We have increased our staffing and extended our trading hours to compensate for this to ensure that our customer service and dispatch process is minimally effected.
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 other 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.
AusPost are collecting the orders earlier in the day, so we have less capacity to fulfill same day turnaround of orders.
Impact on delivery
Our orders are delivered by Australia Post. Australia Post are committed to continuing delivery, however we are now seeing delays in delivery that has increased the risk when sending refrigerated items. https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-domestic-updates#delays
This means that we are no longer able to supply many of our refrigerated lines. We will continue to supply cold-chain prescription medicines, but customers need to be aware of our shipping terms (that we are not liable nor able to offer compensation for delayed delivery).
The option remains for non-prescription refrigerated items to be collected from our premises in North Ryde, or customers can arrange their own courier to collect their order from our store.
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.