Frequently Asked Questions

Your guide to shopping confidently with Smartway Pet Supplies.

General

How can your prices be so affordable?

Mainly regional pricing and a lean online model. We purchase from licensed Australian wholesalers where many products are sold over‑the‑counter (OTC) and priced lower than in some countries. We run a streamlined online operation and pass those savings on — without compromising authenticity.

Are your prices in US dollars?

Yes, prices default to USD and checkout is processed in USD. If you’re shopping on our Canadian store, prices and checkout are in CAD. Currency display tools on other storefronts are for convenience only.

Do I need a prescription to order?

No prescription is required for the products we sell in Australia. These items are OTC under Australian regulations. Rules can differ in your country; if you’re unsure, check local guidelines or ask your veterinarian before ordering.

Are your products genuine brands?

Yes. We only sell genuine, factory‑sealed products from trusted brands (e.g., NexGard, Bravecto, Simparica, Frontline Plus, Heartgard Plus, Advocate) sourced through licensed Australian distributors.

Is shopping with Smartway secure?

Yes. We use SSL encryption and reputable payment gateways to protect your information.

Where are you located?

We are based in Melbourne, Australia, and ship worldwide where permitted.

Do you sell products for all pets?

We specialise in flea, tick and worm treatments for dogs, cats and horses. Always follow your veterinarian’s advice for product selection and dosing.

Your Order

How can I track my order?

You’ll receive a tracking email after dispatch, and tracking is available in your account dashboard at any time.

Can I change or cancel my order?

Contact us immediately if your order hasn’t shipped. Once dispatched, we can’t modify or cancel it.

I’m not happy with my order — what can I do?

Contact us within 14 days of delivery. We’ll assess and offer a refund, replacement or store credit in line with our /refunds policy.

My order is lost or stolen — what now?

Get in touch as soon as possible. We’ll investigate with the carrier and work toward a resolution per our lost‑parcel process.

Checkout & Payments

Do you accept PayPal?

Yes. We accept PayPal, Visa, MasterCard and American Express.

My card is being declined but there are funds — what should I do?

Banks sometimes block international transactions. Contact your bank to approve the payment or try PayPal as an alternative.

How do I use store credit?

Log in and your store credit will auto‑apply at checkout (when eligible). You can view your balance anytime in your account settings.

Shipping

How much does shipping cost?

Flat‑rate Standard: US$7.50 on all orders. Express: US$20. Express availability depends on destination and will be shown at checkout.

How long will delivery take?

Typical timelines after dispatch:

  • USA: 7–14 business days

  • Canada: 10–20 business days Actual delivery can vary by route, customs processing and carrier conditions. See /shipping for details.

Do you ship to Canada?

Yes. Customs delays or import duties/taxes may apply at the customer’s expense.

Are there countries you don’t ship to?

Yes. Some destinations are restricted due to import rules. See /shipping for current exclusions.

Will I need to sign for delivery? (USPS and others)

Standard services usually don’t require a signature. Express/courier services may require one depending on local policy. Some military or remote locations may be unserviceable; contact us if you’re unsure.

Your Account

Will you keep my personal details private?

Yes. We use secure systems and never share your information without consent. See our Privacy Policy for details.

I’m having trouble accessing my cart — what should I do?

Try clearing your browser cache or switching browsers. If issues persist, contact support and we’ll help resolve it.

I can’t see my past orders — why?

Check that you’re logged in with the correct email. If you still can’t find orders, our team can locate them for you.

What should I know about Smartway store credit?

It doesn’t expire and can be used on future orders. Credits appear automatically in your account when applicable.

Contact Us

Still have questions? Our friendly support team is here to help during business hours.

About Smartway Pet Supplies

Smartway Pet Supplies is an Australian-owned online store specialising in flea, tick, and worming products for dogs and cats. We focus on offering genuine, well-known brands at competitive prices, with fast, tracked shipping to customers worldwide.

We are based in Australia and ship orders directly from our Australian facility to customers in the United States, Canada, and other supported countries.

Many pet owners choose Smartway Pet Supplies for convenience, competitive pricing, and access to trusted flea, tick, and worming products online. As an Australian-owned business, we offer products that are available over the counter in Australia and can be purchased without a prescription.

By operating online and sourcing directly from trusted suppliers, we’re able to provide genuine, trackable products at better value, delivered straight to your door.

Each product listing includes detailed information about suitable pet types, sizes, and ages. We recommend always checking these specifications and consulting with your vet if you have any concerns.

Once your order ships, you'll receive a confirmation email with a tracking number. You can use this to monitor your delivery status in real-time through our shipping partner's website.