Frequently Asked Questions
How do I create an account?
Simply create an account on our online shop & you're in!
How do I update my details?
Simply log in to your account and update the necessary details. Once these changes have been made, hit continue and your changes will be saved!
I have forgotten my password, how do I retrieve it or get a new one?
On your account page click the 'forgot password' option and follow the steps to reset. Still having issues? Send an email to firstname.lastname@example.org and we'll see how we can help.
Products / Orders
Unable to find a product?
If you are unable to find a product, we may only offer it in store. Please give your preferred VetEnt clinic a call to discuss as we may be able to get it in for you.
Can I cancel or change my order?
Yes, up until you process your payment for the order.
Can I return my product purchase?
You can call or email your preferred clinic during normal business hours to arrange your product return. Please ensure you have read our returns policy prior to contacting us.
How do I return my product purchased online?
You can call or email your preferred to clinic during normal business hours to arrange your product to be returned. Please ensure you have read our returns policy prior to contacting us.
How can I check my collection/delivery status?
You can phone us on 0800 738 768, Monday to Friday, between 9.00am to 5.00pm NZST OR email us on email@example.com. Alternatively, you can phone your local VetEnt clinic.
How does Click & Collect work?
Select a preferred clinic for collection as part of your checkout process. We will send you an order confirmation email and contact you within 1 business day to confirm collection details.
Can someone else collect my order?
Yes, if you have added their full name and contact number into the special instructions during the checkout process OR forward them your order confirmation email to present with valid ID.
How long will my order take to arrive?
Click & Collect within 2-3 business days
Delivery within 7 business days
Contact / Support
How can I contact you?
You can phone us on 0800 738 768 Monday to Friday between 9.00am to 5.00pm NZST OR email us on firstname.lastname@example.org.