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FAQs

Auto-Deliveries

What is auto-delivery?

Auto-delivery is the easiest way to keep your pet’s favourite products arriving to your doorstep without having to worry about re-ordering it every time you need it! Just choose to get your online order delivered at your preferred frequency (every 2, 3, 4, 5, 6, 7 or 8 weeks), kick your feet up and let us do the heavy lifting.

Best of all, you have complete control! You can pause, cancel or skip a delivery anytime by simply logging into your customer account. There are no lock-in contracts.

Repeat Delivery is perfect for items such as pet food, cat litter, treats as well as flea, tick and worm treatment for dogs and cats.

Can I choose any products for auto-delivery?

Almost! For now, you can choose any of our pet foods, treats, worming tablets and cat litters. If there is a specific product you would love to choose to set-and-forget, let us know at retailsupport@rspcavic.org.au and we’ll see what we can do!

What if I want to cancel or change my order?

You totally can and it is super easy to do. Simply log into your account here and make any changes at least two days before your next payment is due.

When will I be billed?

Your first order will be billed at checkout and then each time we ship you a new delivery based on the frequency you have seleted (e.g. every 2, 3, 4, 5, 6, 7 or 8 weeks ). For example, if you placed an order today and selected a four-week delivery cycle, you will be charged for your next shipment every 28 days from today. You can also track payment dates at any time by logging into your account.

Please note that auto-deliveries can only be paid using a credit card as our system needs to charge payments periodically (in-line with your chosen delivery frequency).

Upon signing up for auto-delivery, or, if you amend your billing details (credit card) at any time, our store may trigger a 'test charge' of AUD $1 to your nominated credit card to ensure the card is valid. This amount will appear as 'pending' in your transactions list and will disappear in a few days. You won't be charged anything outside of the cost of your subscription when your billing date is due.

What if my product is out of stock?

The chances are low, but if we are unable to supply any products requested, we will try to advise you before your next order is due and offer a solution.

When will I receive my orders?

Your requested items will arrive approximately 5 – 10 days after payment is received (usually much sooner!) You'll receive an email with tracking info once your parcel has been shipped. 

I need to update my personal details

No problem, simply log in here to access your account and update your details.

 

RSPCA Victoria's Well For Life Program

How do I know which membership is best for me?         

Simply click on each membership package to see what each entails, and best suits your pet’s needs.

Alternatively, email wellforlife@rspcavic.org.au with your pets age, breed, and general health condition and one of our team can make a recommendation for you!

I’ve signed up but didn’t receive a confirmation email. 

If you haven’t received an email from us within 24 hours of signing up, please first check your spam/junk folder, sometimes our emails are directed there. If your spam/junk folder is empty, please contact us at wellforlife@rspcavic.org.au or 03 9224 2222

My payment was declined, is my membership still valid?            

If your payment was declined, please contact us on 03 9224 2222 to ensure your membership is still active.

How do I book in for appointments?     

For appointments with the vet clinic, simply call 03 9224 2222 and speak with our Vet Nurse. Please remember to state which clinic you would like to visit (Burwood East or Pearcedale).

When will I receive my Welcome Pack?

Your Welcome Pack will be sent out within 48 hours of your sign-up. These are sent via courier, so times may vary, however you can expect to have it in 3-10 business days.

I need to cancel my membership, am I entitled to a refund? 

We view each membership individually, please call 03 9224 2222 or email wellforlife@rspcavic.org.au to discuss your cancellation.

Is Well for Life the same as pet insurance?          

No, Well for Life is an annual membership to RSPCA Victoria vet clinics. It entitles you to a number of vet consults and treatments each year as part of your payment plan.

It aims to prevent illness and disease through regular vet clinic appointments. It does not help cover fees if your pet was to fall ill, as insurance would.

What if I need to visit the vet more than once/twice a year?

Depending on your membership type, you are entitled to a certain number of veterinary clinic visits per year (typically one or two). If you animal requires more visits than is included in your membership package, these will be regarded as additional appointments and usual consult fees will apply.

Is there a waiting period before I can bring my pet in?  

No, once you purchase your membership you have immediate access to the goods and services that are part of your membership package.

Can I add two pets onto the same membership?             

No, you will need to purchase two membership plans if you have two pets. Each plan is designed to provide comprehensive preventative vet care for one animal only.

Can I join for less than 12 months?         

No, Well for Life is designed as a 12 month wellness plan for your pet to fully benefit from the membership

What if I want to cancel or change my membership?

You totally can and it is super easy to do. Simply log into your account here and make any changes at least two days before your next payment is due.

How will I be billed?

Memberships can only be paid for using a credit card as our system needs to charge payments monthly.

When will I be billed?

Your first month will be billed at checkout and then approximately every 28 days from this date

Please note that subscriptions can only be paid for using a credit card, as our system needs to be able to charge your payments periodically (in-line with your chosen subscription frequency).

Upon signing up for a subscription, OR, if you amend your billing details (credit card) at any time, our store may trigger a 'test charge' of AUD $1 to your nominated credit card to ensure the card is valid. This amount will appear as 'pending' in your transactions list and will disappear in a few days. You won't be charged anything outside of the cost of your subscription when your billing date is due.

I need to update my personal details

No problem, simply log in here to access your account and update your details.

 

Returns and Refunds

Out of Scope

• Pharmaceuticals purchased through RSPCA Victoria’s veterinary clinics

• Items purchased from RSPCA Victoria Op Shops

Policy

Returns 
You have 30 calendar days to return an item from the date you receive it.

• To be eligible for a return, your item must be unused and in the same condition that you received it

• Your item must be in the original packaging

• Your item needs to have the receipt or proof of purchase

• RSPCA Victoria Staff will inspect the item and process your refund. The money will be refunded to the original payment method you’ve used during the purchase

• For credit card payments, it may take 5 to 10 business days for a refund to show up on your credit card statement

• If the product is damaged in any way, or you have initiated the return after 30 calendar days have passed, you will not be eligible for a refund

Faulty Products

If your item has a major problem/fault, you are entitled to a replacement or refund. Examples of faultiness are when the product:

• has a problem that would have stopped you buying it had you known about it

• is unsafe

• is significantly different from the description of the product or

• doesn’t do what we said it would do,

These specifications do not include damage caused by misuse or returns simply due to change of mind.

RSPCA Victoria reserves the right to refuse to provide a refund, or replacement if the problem has, for instance, arisen because the product was misused by the customer.

Online Purchases Returns

You can return items that you have purchased online to our nearest metropolitan Animal Care Centre for an exchange or refund, but you must present proof of purchase, ideally your tax invoice. Our store team member will assess the items and determine whether a refund or exchange will be offered in accordance with this Refund Policy. Refunds will be issued in the same form of tender, e.g. if you paid for your online order through PayPal, you are required to present the card associated with your PayPal account in store. Refunds and exchanges can be facilitated by return mail, to organise this please contact RSPCA Victoria on 03 9224 2222 or email customerservice@rspcavic.org.au

 

 

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