If you have issues with your order, please inform our escalations team by clicking the link provided.

If you have issues with your order, please inform our escalations team by clicking the link provided.


---

## **Instructions**


1. **Identify Your Issue**
   * Gather any relevant details about your order, including order number and specifics of the complaint.
   * You may gather the details from your [My Order](https://petchemist.com.au/account/orders/) page.
2. **Contact Escalations Team**
   * Send us a chat to notify our escalations team about your order issue.


---

## **FAQs**

**FAQs**

* **What types of issues can I report?**

  *Any problems with your order, including wrong items, delays, or damaged products.*

  
* **How long does it take to resolve a complaint?**

  *Resolution times vary; our team will communicate updates as they investigate.*




Order Complaint

Are You Trying to Return A Product?

Exchanges

How to Cancel An Order

How to Request A Return

Late or Missing Refunds

Refund

Refunds & Store Credit

Returns and Cancellations: How to Manage Your Orders

Returns of Prescription Medication

Returns Policy

Returns Terms & Conditions

Sale Items

Can I Cancel my Subscription?

How do I Update the Credit Card Information for my AutoShip Payments?

How will I be Charged?

Shipping

Why has my Order been Refunded

Returns & Refunds

About Pet Chemist

Advice and Guides: 10 signs your dog may need canine probiotics

Advice and Guides: Are KONG dog toys worth it? 

Advice and Guides: Caring for your aging companion: Essential tips for senior dog and cat wellness

Advice and Guides: Diabetes in pets – How to treat it, by Dr Ingrid Goodman 

Advice and Guides: Diabetes in pets – What signs to look for, by Dr Ingrid Goodman

Advice and Guides: Dog & cat teeth cleaning: 11 FAQs answered

Advice and Guides: Dog walking essentials & accessories

Advice and Guides: Enrichment toys for dogs – What are they & why are they important?

Advice and Guides: FAQs about flea, tick and worming your pet

Advice and Guides: Flea treatment for dogs: All you need to know

Advice and Guides: How to help manage your pet’s anxiety and stress around the holidays

Advice and Guides: How to treat separation anxiety in dogs

Advice and Guides: How-to manage itchy skin in dogs & cats, by Dr Evie Knight

Promoting regular exercise

Advice and Guides: Managing your pet’s weight

Advice and Guides: On the prowl for healthy dog treats? 

Advice and Guides: Seeking Veterinary Advice? Here's What You Need to Know

Advice and Guides: Successful dog training with treats

Advice and Guides: The importance of desexing pets, by Dr Ingrid Goodman

Advice and Guides: What do Vets say about probiotics for dogs and cats?

Advice and Guides: What does your pet’s poop say about their health?

BCS Frequently Asked Questions (FAQs)

Advice and Guides: What’s your pet’s body condition score (BCS)?

Advice and Guides: Your new puppy or kitten checklist

Advice and Guides: Zylkene: How it helps anxiety & stress in pets 

Ilium Dexapent 5mg/ml (50ml vial)

Plidogrel, Plavix out of stock

Solensia & Beransa available for purchase via Vet Clinics Only

Are All Products in Stock?

Can I Get a Prescription Outside Australia?

CBD Oil Products for Cats Availability

Compounded Medications

Getting Product Recommendations and Advice for Your Pets

How to tell if a product requires a prescription

How to Tell if You Need a Prescription for a Product

Live Chat

Product Complaint - General OTC (Reactions, Palatability)

Product FAQs - Caninsulin

Product FAQs - Caninsulin Stability During Transport

Product Prices

Advice & Guides: Understanding Expiry Dates for Medications

Understanding Expiry Dates for Medications

What Expiry Date Can I Expect on the Product I Order?

What Is Your Email Address?

Advice & Guides

Credit Card payment issue

Orders

Placing an Order for prescription medications

Products and Pricing

Orders & Payments

Feedback, Complaints & Compliments

How Long Will a Response Take?

How to Contact Pet Chemist Online

Contact Pet Chemist

Am I locked into my AutoShip subscription?

Auto-ship Payment Error

Auto ship failed

Can I have more than one AutoShip frequency?

Can I purchase prescription medication without a prescription?

Can my vet write an "ongoing" prescription?

Click & Collect Service Ending from 1 July 2026

Cold Shipping Terms & Conditions

Delivery & Processing Times

Delivery Times & Dispatch Times

Do you Have a Retail Outlet?

Do you Ship Outside of Australia?

Does Pet Chemist sell

Free Shipping Over $99

How do I add a product to my upcoming AutoShip delivery? 

How do I edit or remove the products in my AutoShip deliveries? 

How do I figure out the right frequency for my AutoShip delivery?

How do I skip or edit the dates for my upcoming AutoShip deliveries? 

How Fast is Shipping?

How long is a prescription valid for?

How much does Delivery Cost to my Post Code?

How to Cancel my Autoship Account

How to Cancel my Autoship Subscription

How to Contact Pet Chemist

How to Get a Shipping Estimate 

How would I know if I still have a script on file?

I have one repeat, what does this mean?

I Want to Buy in Bulk

If I want my repeats or scripts returned, will you facilitate this?

Is Pet Chemist Online a Pharmacy?

Is the medication on your Site Authentic?

Medication Delivery Weight Limits at Checkout

My Order has not Arrived, What Should I do?

Order Shipped: Request to Change Shipping Address

Priority Processing Service

Product List, Price and Other Information

Script FAQs - Processing & Dispatch Times Medication Orders

Shipping - Why Wasn't my Shipping Free? OTC

Shipping and Delivery: FAQs and Common Issues

Shipping Prescription Medication

Shipping Refrigerated Items

Tracking Says Delivered but Cannot find Parcel

What AutoShip delivery frequencies are available to choose from?

What happens if my AutoShip products are out of stock?

What happens if my credit card was not successfully charged? 

What if I cannot find a product?

What if my vet will not write a prescription?

What is Autoship?

What is the AutoShip Best Price Guarantee?

Pick Up Service

What is your Pick Up Location?

What is your Shipping Address?

When will I be charged for future AutoShip orders?

Where are you located

Where is My Order?

Delivery and Dispatch Times

Which Shipping Method Should I Select?

Who dispenses the prescription medication?

Why don't you display pictures of medication?

Will multiple AutoShip subscriptions be merged into one delivery?

 PayPal Not a Payment Option on Check Out

Shipping Information & Autoship

Can I SMS a Copy of my Prescription?

Can my Vet send you my Script?

Cancel my Order

Discount Codes

Do you Accept Afterpay as a Payment Method?

Does Pet Chemist Have A Fax Number?

Editing my Order

How do I order repeats on file?

How Do I Send You My Script?

How To Change My Email Address

How to Empty My Cart?

How To Order Pet Medication

How to order the repeats on the prescription

How To Place A Script Order

How to Reset Password

How to Upload Your Prescription

I Have a Question About my Script

I Need to Update My Credit Card on File

I Was Charged But I Have No Order

Is GST Included In The Prices On Pet Chemist?

Payment Methods

Pet Prescriptions Simplified

Placing an Order ( New Script)

Pricing

Tax Invoice Request

Purchasing Pet Medication Through Pet Chemist With your Pet Insurance Provider

Repeat enquiry / Prescription status

Script - Posting the Original Prescription (How and Why)

Script FAQ - What Is The Original Prescription

Script FAQs - Can I Purchase Multiple Repeats at Once?

Script FAQs - Can You Dispense Off A Copy?

Script FAQs - Do I Need A new Script Each Time?

Script FAQs - How long Is A Prescription Valid For?

The Promo Code is Not Working

Unsubscribe

Update My Account Information

Update My Email Address

What's the $1 charge for?

 *I Forgot to Include My Promo Code 

Manage my Order and Account

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Order Complaint

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