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.

Our return address is:

TIFS
Attention: vpets Pty Ltd
Warehouse 1B
35 Stennett Road
Ingleburn, NSW 2565

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 to a parcel drop off location near you.

vpets Shipping Calculator

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.

vpets Shipping on Checkout Page

Alternatively, you will see your shipping rate on the checkout page after you enter your street address, suburb, state and postcode.

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

We use Australia Post and they only allow up to 22kg per parcel, including the cardboard box and any packing material used.

Therefore, we set a maximum order weight of 20.60kg to allow for some allowance for the cardboard box and packing materials.

You will be able to fit up to two 10kg bags of pet food and nine 2kg bags of pet food in a parcel.

You will need to make more than one order if you are planning to order over 20kg.

vpets Product Shipping Information

You can check each product’s weight by clicking on the Shipping Information on each product’s page.

vpets Cart Weight

The cart page will display the total weight of your items.

vpets Checkout Cart Weight

The checkout page will also display the total weight of your items.

Yes, we are using Australia Post and they definitely can ship to your Australia Post PO Box or Parcel Locker address.

This is not possible at the moment.

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 will either be packed if they were made during business hours or on the next business day.

A packed order will be shipped on 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 a Sydney warehouse, therefore, the closer you are to Sydney, the faster you will receive your parcel.

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

You should also receive a separate email from Australia Post with your parcel tracking details.

Please contact us if you did not receive an email from Australia Post.

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 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 a delivery unattended” by default due to the COVID-19 situation.

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 all major credit/debit card payments like Visa, MasterCard and American Express 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.