Have a question, some feedback or a compliment for the team? Lodge your enquiry here and our friendly Customer Service team will get back to you within 24 hours. 

Have your order number and account email handy so we can resolve things in one go.

Back to website

Vets Love Pets Help Centre

<p id="isPasted">Most prescriptions are valid for 12 months, unless your vet sets an earlier expiry date. A prescription is considered complete once all authorised repeats have been used.</p><p>If your prescription was written without repeats, it allows a single supply, and a new prescription is needed for future orders.</p>

Most prescriptions are valid for 12 months, unless your vet sets an earlier expiry date. A prescription is considered complete once all authorised repeats have been used. If your prescription was written without repeats, it allows a single supply, an

How long is my pet's prescription valid for?

VLP Pharmacy & eScripts

How do I create an account?

What payment methods do you accept?

How do I reset my password or update my details?

My discount code isn't working. What should I do?

I have a discount code. How can I redeem it?

How do I place an order online?

How do I change my account email address?

Account

How much is shipping?

How do I know if my address is considered “regional”?

My parcel is "awaiting collection". What does that mean?

My order arrived damaged or items are missing, what should I do?

Why has only part of my order arrived?

Can you send my order faster?

How do I change my delivery address?

My parcel says delivered but I haven't received it

Where is my order?

Why hasn't my tracking updated?

Can you deliver to a PO box or parcel locker?

Will my pharmacy items arrive separately?

Can I get a copy of my tax invoice?

How long does delivery take?

Your Order & Delivery

How does Auto Delivery work?

How do I change my Auto Delivery payment method or card?

Why did my Auto Delivery price change?

How does the Auto Delivery discount work?

Can I change the shipping address on my Auto Delivery?

What does it mean to "skip" my Auto Delivery?

What happens if my Auto Delivery product is out of stock?

When will I be charged for my Auto Delivery order?

How do I set up an Auto Delivery?

Can I have multiple Auto Deliveries for different products?

What Auto Delivery frequencies can I choose?

Can I use a VLP Rewards voucher on my Auto Delivery order?

Can I get my Auto Delivery order today instead of waiting?

How do I cancel my Auto Delivery?

My Auto Delivery payment failed. What happens now?

How do I update, swap or remove products in my Auto Delivery?

How do I skip or delay my next delivery?

Auto Delivery

How do I earn VLP Rewards points?

How do I redeem VLP Rewards points?

What is the Vet Referral Program?

Does VLP price match?

Will my level status expire?

Do my points expire?

If I return or cancel an order, will I get my redeemed points back?

How does the "Refer a Friend" offer work?

Do my previous purchases count toward my level or rewards points?

How is my current spend calculated?

Once I redeem points into vouchers, do my vouchers expire?

I'm a Level 4 member—how do I get bonus points for my pet's annual vet check?

How do I earn and redeem points?

How do I join VLP Rewards?

Can I combine points redemptions with other offers?

Can I merge multiple email accounts into one loyalty account?

Can I use my voucher for Auto Delivery orders?

When will I receive my birthday bonus points?

Can I use all my points at once?

Can I use points on a previous purchase?

How do I check my points balance?

VLP Rewards

When will an item be back in stock?

I have questions about a product before I buy

Are your products genuine Australian stock?

An item in my order is out of stock. What are my options?

Has this product been discontinued?

Products & Stock

Can I get a refund on a prescription order?

If my prescription has repeats, will you hold it for my next order?

Do I need a new prescription every time I order my pet's medication?

Can I use a prescription from an online-only vet?

Can I buy prescription medicine without a prescription?

Can I claim pet medications through my pet insurance?

My vet wrote "repeats" on the prescription. What does that mean?

Is the medication authentic and safe?

What if my vet won't write a prescription?

Who dispenses the prescription medicine for my pet?

What happens if I don't send the original prescription within 7 days?

Can I have my repeats returned to me?

How many repeats do I have left?

Is my pet's script on file? How do I check?

How long does it take to verify my script?

My script has expired or has no repeats left. What do I do?

What happens if my pet's medication is out of stock?

How do I send you a paper script?

What is an eScript?

Can my vet send my prescription straight to you?

Do you need my original paper script, or is a photo enough?

What is your returns policy?

How long does my refund take?

My pet has passed away

I ordered the wrong item or size. Can you help?

How do I cancel an order?

Returns & Cancellations

How long is my pet's prescription valid for?Updated a month ago