Your guide to shopping confidently with Smartway Pet Supplies
Frequently Asked Questions
How can your prices be so affordable?
We work directly with trusted manufacturers and distributors around the world — cutting out unnecessary middlemen. This means we can pass the savings straight to you, offering genuine pet health products at the best possible prices.
Are your prices in US dollars?
Yes, all prices are listed in US dollars (USD). You can change the currency display for convenience, but checkout will always be processed in USD. Unless in Canada The store is in CAD and checkout also.
Do I need a prescription to order from you?
No prescription is needed. All of our products are sold as over-the-counter (OTC) treatments here in Australia, in line with Australian regulations.
Legal requirements can vary from country to country, so if you’re unsure, please check your local guidelines before ordering.
Is shopping with Smartway Pet Supplies secure?
Absolutely. We use SSL encryption and trusted payment gateways to protect your information at every step of the process.
Are your products genuine brands?
Yes — every item we sell is 100% authentic. We stock well-known, trusted brands like NexGard, Bravecto, Simparica, Frontline Plus, Heartgard Plus, and Advocate.
Where are you located?
We’re proudly based in Melbourne, Australia, and offer worldwide shipping.
Do you ship internationally?
Yes, we ship to most countries, including the USA and Canada. Check our Shipping section below for delivery times and details.
Do you sell products for all pets?
We specialize in flea, tick, and worm treatments for dogs, cats, and horses, with a focus on quality, safety, and effectiveness.
Your Order
How can I track my order?
Once your order ships, you’ll receive a tracking email with a link to follow your parcel’s journey. You can also view tracking details anytime in your account dashboard.
Can I change or cancel my order?
If your order hasn’t shipped yet, please contact us immediately. Once it’s been dispatched, we’re unable to modify or cancel it.
I’m not happy with my order – what can I do?
We want every experience to be a great one. If there’s an issue, contact us within 14 days of delivery, and we’ll arrange a refund, replacement, or store credit, depending on the situation.
My order is lost or stolen – what now?
Please get in touch with us as soon as possible. We’ll investigate the matter with the carrier and work quickly to resolve it.
Checkout & Payments
Do you accept PayPal?
Yes! We accept PayPal, Visa, MasterCard, and American Express for your convenience.
My card keeps getting declined, but it’s not overdrawn – what should I do?
Sometimes banks block international transactions for security reasons. Contact your bank to approve the payment, or try checking out with PayPal instead.
How do I use store credit?
If you’re logged in, your store credit will automatically apply at checkout. You can view your available balance anytime in your account settings.
Shipping
How much does shipping cost?
We like to keep things simple — and fair.
All orders ship for a flat rate of just $7.50, no matter how big or small.
Need it sooner? Choose Express Shipping for $20, and we’ll make sure your order is on its way fast.
How long will my order take to arrive?
USA: 7–14 business days
Canada: 10–20 business days
Do you ship to Canada?
Yes! We ship to Canada, though customs delays or import duties may apply at the customer’s expense.
Are there countries you don’t ship to?
Unfortunately, due to import restrictions, there are some countries we can’t deliver to. Please see our Shipping Policy for a full list of restricted destinations.
What addresses are not serviceable by USPS?
Certain military or remote locations may not be covered by USPS. If you’re unsure, contact us and we’ll confirm whether your address can be serviced.
Your Account
Will you keep my personal details private?
Yes, always. We use secure systems and never share your information.
You can read more in our Privacy Policy.
I’m having trouble accessing my shopping cart – what should I do?
Try clearing your browser cache or switching to a different browser. If the issue continues, contact us and we’ll help resolve it.
I can’t see my past orders – why?
Make sure you’re logged in with the correct email address. If you still can’t see your orders, our support team can help locate them for you.
What do I need to know about Smartway store credit?
Your store credit never expires and can be used on any future order. It appears in your account automatically when you’re logged in.