Frequently asked questions

FAQ’s

  • I am not a veterinarian; can I still order from you?

    Unfortunately, no. We are an exclusive distributor, not a pharmacy. We only sell to licensed veterinarians in Australia. Ask your veterinarian to reach out to us on your behalf. We will be happy to answer questions or assist any licensed Veterinarian in setting up an account with us.

  • I am already a veterinary customer of yours- can my clients order directly from you?

    Unfortunately, no. We are an exclusive distributor. We only sell to and work with licensed veterinarians in Australia . We are not a pharmacy; please, do not have your clients reach out to us directly. We will politely redirect them back to you. We are more than happy to answer questions from you or your veterinary staff.

  • I am already a veterinary customer of yours- can you ship directly to my client?

    Yes! Please make a new order for your client and enter your client’s address as a shipping address when you check out. All orders and payment must come from you, the veterinarian. As we are not a pharmacy, we cannot work directly with your clients and cannot send along dosing information to your clients.

  • Do you do automatic refills?

    Unfortunately, no. You will need to order from us each time your client needs a refill.

  • My order hasn't arrived; how do I track my order?

    When we process an order, it may be sent through Australia Post or Toll, depending upon its size and where it is being shipped

  • Will my credit card be charged immediately after placing an order on the site?

    Yes, and your products will be sent out within 48hours

  • Is there a minimum order requirement?

    No, we do not have a minimum order requirement.

  • How do I return products?

    For our veterinarian clients, unopened and unexpired items can be returned within 30 days of purchase for account credit. You are responsible for the return shipping. All discounted short-dated item sales are final. If you are a client of a veterinarian, please have your veterinarian reach out to us to discuss any returns.

  • How long does it take to receive my order?

    Australian orders will be sent within 48hours and should be received from 3-5 days from when the order is placed.

    International orders will be from 7- 21 days depending on the country

    You will receive a notification once your order is shipped along with a tracking number.

  • Which country do you ship?

    Australia

    New Zealand

    Hong Kong

    Singapore

    Malaysia

    Thailand

    For other countries, please contact us at reception@naturalvet.com.au

    Tax free for overseas - we need a separate pricing setting for overseas clients and AUS clients.

  • What is the “alternative” brand?

    Manufactured by Natural Path in Our TCM formulas are made using naturally grown, high-quality herbs. As with any herbal products, their production is affected by the climate and season. When these products are not available, we offer alternatives - either by making up formulas from single herbs or procuring similar products from different manufacturers, so you can continue to provide these formulas to your patients. You can select these “alternative” options in product pages when they are available. The differences among these products are also explained in the product pages.