FAQs

Vegan Pet Food Satisfaction Guarantee

Yes!

We are confident that your cat or dog will like our vegan pet products and are willing to make your first order risk-free.

Check out our vegan pet food reviews to see what our happy customers have to say about our vegan pet food.

You might want to try our free vegan dog food and vegan cat food samples for a start. They fit into a satchel and don’t cost much to ship.

Vegan Cat Food Satisfaction Guarantee: If your cat does not like our vegan cat food after your first purchase of a 2kg bag of vegan cat food, we will issue you a full refund for the first 2kg bag of vegan cat food and you do not need to return the opened bag to us. Contact us within 30 days from the date of your first purchase of a 2kg bag of vegan cat food and we will process your refund promptly.

Vegan Dog Food Satisfaction Guarantee: If your dog does not like our vegan dog food after your first purchase of a 2kg bag of vegan dog food, we will issue you a full refund for the first 2kg bag of vegan dog food and you do not need to return the opened bag to us. Contact us within 30 days from the date of your first purchase of a 2kg bag of vegan dog food and we will process your refund promptly.

Vegan Dog Treats Satisfaction Guarantee: If your dog does not like our vegan dog treats after your first purchase of any vegan dog treat, we will issue you a full refund for the first vegan dog treat product and you do not need to return the opened bag or product to us. Contact us within 30 days from the date of your first purchase of a vegan dog treat and we will process your refund promptly.

Other returns: Please contact us within 30 days of your purchase should you wish to return your order. Refunds will be processed promptly and payment made by the same method that you made payment.

Opened goods (with the exception of your first purchase of a 2kg bag of vegan cat food/vegan dog food or vegan dog treat as described above) will not be refunded and do not need to be returned. Unopened goods will be refunded in full and we can provide you with a prepaid shipping label for you to send the unopened products back to us.

You may use the shipping calculator on the cart page to calculate the shipping fee. Simply select your state, enter your suburb name, postcode and click on the Update Totals button to get your shipping rate.

Alternatively, you may also get the shipping rate on the checkout page after you enter your address.

Sydney Metropolitan Area

We are based in Sydney, NSW, Australia. Therefore, the shipping rates are lowest within the Sydney metropolitan area.

  • Small satchels of 500g and below: $6.95
  • Parcels up to 1kg: $9.50
  • Parcels from 1kg to 25kg: $11.50

Please check out Sendle.com’s National Flat Rates spreadsheet (National Flat Rates tab -> Zone -> Sydney) for a list of suburb names that fall within this area. It starts from Sydney, NSW 2000 to as far out west to Blackheath, NSW 2785 on the Blue Mountains.

Rest of NSW and the Other States

  • Small satchels of 500g and below: $8.50
  • Parcels up to 1kg: $10.95
  • Parcels up to 3kg: $13.65
  • Parcels up to 5kg: $15.95
  • Parcels up to 10kg: $22.95
  • Parcels up to 25kg: $30.95

Please check out Sendle.com’s National Flat Rates spreadsheet for a list of suburb names that fall within this area.

Remote Areas

  • Small satchels of 500g and below: $20.95
  • Parcels up to 1kg: $23.45
  • Parcels up to 3kg: $25.90
  • Parcels up to 5kg: $28.45
  • Parcels up to 10kg: $34.95
  • Parcels up to 25kg: $41.95

Please check out Sendle.com’s National Flat Rates spreadsheet for a list of remote suburb names. Please note that Sendle.com may classify a suburb as a remote area for deliveries even if the suburb is not considered a remote area.

Yes, you can.

Local Pickup from Burwood, NSW 2134

You may also select the Local pickup (Burwood) shipping method if you live in Sydney. This is also suitable for orders that exceed the courier limit of 25kg.

You will receive our home office address via email after you have paid for your order.

Collection times are from 1800 to 2200 on weekdays (excluding public holidays), by appointment only.

Please note that the earliest collection date is one day from now so that I have enough time to collect your items from my warehouse if required.

Look out for this big green button on the order confirmation page and your order confirmation email to book your local pickup appointment through the Calendly appointment system.

You should also receive an email reminder about booking your collection appointment.

The shipping times depend on a few factors such as the day/time you made your order and the next available parcel pick up day.

All orders made before 8 PM of each day should make it for the next available parcel pick up day.

  • Monday to Thursday: Parcels are picked up on the next business day on a weekday, excluding weekends and public holidays.
  • Friday to Sunday: Parcels will only be picked up the following Monday, excluding public holidays.
StateCity / RegionTime
NSWSydney, Newcastle and Central CoastSame or next business day
Rest of NSW1 to 3 business days
VICMelbourne1 to 2 business days
Rest of VIC2 to 3 business days
QLDBrisbane, Gold Coast and Toowoomba1 to 2 business days
Rest of QLD2 to 3 business days
ACTCanberra1 to 2 business days
SAAdelaide1 to 2 business days
NTDarwin4 to 12 business days
WAPerth7 to 10 business days
TASHobart and Launceston3 to 4 business days

We ship from Sydney, therefore, the closer you are to Sydney, the faster you will receive your parcel.

Please expect delays in shipping to Victoria due to the lockdowns.

Please check out Sendle.com’s coronavirus update for more information.

Please note that these times are just an estimate. You will receive a more accurate timeline once the order has been shipped.

You should receive an email from vpets with the subject title “Note added to your vpets order from [date of order]” after your order has been processed.

vpets Note Has Been Added To Your Order Email

This is a sample of what this email looks like. You will see a link to your Sendle.com parcel tracking details.

Click on that link for more information about your parcel and the expected delivery date.

vpets Sendle Tracking Email

You should also receive a separate email from Sendle.com with your parcel tracking details.

Please contact us if you did not receive the two emails from vpets and Sendle.com.

A good place to look is your spam folder to make sure it did not get dumped in there by mistake.

You may enter your delivery notes to inform the courier on where to leave your parcel and check on the “Authority to leave delivery unattended” option.

All orders shipped by us require a signature as proof of delivery by default.

However, if you choose to authorise our courier company to leave your order unattended without signing for the delivery, you do so at your own risk. vpets and affiliated companies will not be held liable for the loss, theft or misplacement of your orders.

Couriers have now been instructed to deliver all parcels with “authority to leave delivery unattended” by default due to the COVID-19 situation. Please check out Sendle.com’s coronavirus update for more information.

Yes, we can but our shopping cart is not set up to ship internationally at the moment.

Please contact us with the items you are interested in and your city/state/country so that we can provide you with a shipping quote.

No, we don’t have the shipping volume to justify providing free shipping at the moment.

We accept credit/debit card payments through Stripe.com and PayPal.

Absolutely!

If all goes well, we should be importing Wild Earth koji vegan pet food (USA), Evolution Diet (USA) and Ami vegan pet food (Italy) in the future.

The Australian import permit applications take a very long time to get across the line.

The short answer is vpets is made up of one vegan human, three vegan cats and one vegan dog. Together, they make up the “we” of vpets.

You may read all about vpets and the vpets family on our about page.

vpets is our short version of the words “vegan pets”. It is super easy to remember and easy to type.