Frequently Asked Questions

Can I purchase a prescription medicine without a prescription?
No. We need authorisation from your veterinarian in the form of a written document which shows us that they are happy for us to supply the medicine to your pet. The prescription indicates the dose, dosage frequency and duration that your pet requires the medicine.
Why isn't there more information provided about the prescription medicines on your site?

There is strict legislation regulating the advertisement of prescription medicines. Providing photographs of product packaging or providing indications for medicine usage would be classified as advertising and therefore breaking the law.

At present, the "pricelist" format is the best we can do to give customers an idea of our inventory and competitive prices.

If you would like more information about a medicine than what is presented on our website, feel free to give us a call or send us an email. We would be more than happy to answer any questions you may have.

Why are your prices more expensive than the American websites?

It is illegal to import veterinary medicines from overseas. Veterinarians may be granted an exception, but only when a registered alternative does not exist in Australia. For more information, check out the APVMA webpage on this topic.

Since Australians cannot import veterinary medicines, manufactures are free to set their own local prices. These are typically 50%-100% greater than US prices.

We strive to find the best purchasing price from Australian suppliers so that we can pass the savings on to our customers.

My pet is on a lifelong medicine. Can I get an open ended prescription so I don't need to keep sending in renewals?

The longest that a prescription can be valid for is 12 months, so it is difficult for a prescription to supply more than a year. In other words, your vet will have to write a prescription at least once a year (which would coincide well with the annual checkup).

The vet is entitled to put “repeats” on the prescription, so when you run out you can get more from us without having to send in another prescription (since we will already have the original prescription on file). Unfortunately even if there were 2 years’ worth of repeats on the prescription, we cannot dispense the second year of medication once the prescription reaches its 12 month expiry date.

We will endeavor to let you know when you need to take your pet to the veterinarian for another prescription if the script has expired or if all the repeats have been supplied, whichever happens sooner.

Do you ship internationally?
Due to strict Customs regulations, we are unable to ship internationally.
Do you offer local pickup?
Yes we do! We have recently opened a retail premises in Sydney. Our address is Shop 2, 3 Julius Avenue, North Ryde NSW 2113. If you have not received an "awaiting collection" email from us, please phone in advance before coming to the store to ensure that we have your order in stock.
My pet no longer requires the medication I ordered from your site. May I refund the unused medicine?
Legally we cannot resell medications after they have left our premises. As such, we can not offer refunds for unused medicines. Please take this into consideration when deciding on the quantity of medication to order.
My vet is refusing to write a prescription. What can I do?

If a vet is refusing to issue you a prescription, start by asking them why this is the case. Some vets are still unaware that there is a legitimate online supplier of animal medicines in Australia, and may assume that the medicine will be imported from an overseas pharmacy (which is illegal). You could reassure the vet into issuing a prescription by showing them this link to the NSW Pharmacy Register which validates our authority to provide prescription animal medicines.

In Australia, veterinarians do not have to issue their clients with a prescription when requested. If your vet is unwilling to write a prescription, then to use our service your only option is to find another vet in your area who is happy to write prescriptions. Your pet will require a consultation with the new veterinarian before they could write a prescription.

In our experience the majority of veterinarians are happy to write prescriptions. It is just a matter of asking politely.

My doctor / pharmacist can accept an electronic prescription. Why can't you?

An exemption from the NSW Poisons and Therapeutic Goods Regulation has been used to allow electronic prescriptions to be legally issued and dispensed in NSW by all practitioners other than veterinarians. Here is a link to the letter from the Chief Pharmacist that excludes vets from electronic prescribing .

We are working with VetRx to pioneer veterinary electronic prescribing in Australia. Learn more about it here.

What is an S4D medicine, and why is the original prescription needed prior to dispensing?

Schedule 4 Appendix D medicines have greater restrictions imposed on them than regular Schedule 4 (Prescription) medicines. We are not permitted to dispense from a copy of an S4D prescription until the hard copy has been provided to us. These prescriptions also have an expiry date of 6 months rather than the usual 12 months. Here is a link to the NSW Pharmaceutical Services Branch with further information on S4D controls.


Last refrigerated shipping date:
Monday 11th April

Re-commence refrigerated shipping date:
Tuesday 26th April

We are closed:

  • 15th April (Easter Friday)
  • 18th April (Easter Monday)
  • 25th April (Anzac Day)

We recommend taking a stock take of your pet supplies and placing your orders as soon as possible to avoid delays during this time.

Have a great Easter break