Frequently Asked Questions

Smartway Pet Supplies is an Australian online pet supply store specialising in flea, tick, heartworm, and worming products for dogs and cats. We focus on authentic products, competitive pricing, and fast international shipping for customers in the USA, Canada, and other countries. Read our full legitimacy page →

We are based in Melbourne, Australia (PO Box 2, Bayswater VIC 3153) and ship internationally to the USA, Canada, and other permitted destinations. Our ABN is 93 677 143 190 and ACN is 677 143 190 — both publicly verifiable at abr.business.gov.au.

Yes. We use SSL encryption and reputable payment gateways to protect your information. Our checkout is processed through Shopify's certified payment infrastructure.

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

No. We provide general product information only and can help you navigate product options and label directions. For medical advice tailored to your pet — age, weight, pregnancy, illness, or medication interactions — please consult a licensed veterinarian.

Australia has different drug-scheduling laws, meaning many products that require a veterinary prescription in the USA are available over the counter here. That removes a significant layer of cost. We also operate with lower overheads than a US retail chain, and we pass those savings on to you. Read the full explanation →

Yes — all products sold by Smartway Pet Supplies are genuine, manufacturer-sealed items sourced through authorised channels. They are the same products sold in Australian veterinary clinics and pet stores.

Yes. If you find the same product at a lower price from an eligible US competitor, we will match it. See our Price Match Guarantee →

We specialise in flea, tick, and worm treatments for dogs and cats. Browse our dog products or cat products.

No prescription is required to purchase from our Australian store. In Australia, products like NexGard Spectra and Simparica Trio are available over the counter. However, importing prescription-regulated products is your responsibility under your local laws and customs regulations.

For personal-use quantities, importing a reasonable supply of pet medications is generally permitted in the USA. US Customs and Border Protection (CBP) and the FDA typically allow personal importation of products not commercially available in the US, or where the cost difference is significant. We recommend checking current regulations with your local customs authority or a licensed customs broker if you are unsure.

Canadian regulations permit the personal importation of certain veterinary products for your own pet. Canada Border Services Agency (CBSA) and the Canadian Food Inspection Agency (CFIA) govern these imports. As regulations can change, we recommend verifying the current rules before ordering.

The vast majority of our orders pass through customs without issue. Packages are labelled accurately as pet health products. In the rare event customs holds or returns a package, please contact us and we will work with you to resolve it.

We currently ship to the USA and Canada. Shipping to other countries may be available — please contact us to ask about your destination.

Browse our dog or cat collections, add your chosen products to the cart, and proceed to checkout. We accept Visa, MasterCard, American Express, and PayPal.

Orders can be changed or cancelled if they have not yet been dispatched. Please contact us as soon as possible and we will do our best to accommodate your request.

Check your spam or junk folder first. If it is not there, contact us with your name and the email address you used at checkout and we will locate your order.

Once your order ships, you will receive a dispatch confirmation email with a tracking link. You can also check order status in your account.

We accept Visa, MasterCard, American Express, and PayPal. All transactions are processed securely through Shopify Payments or PayPal.

Yes — PayPal is available at checkout alongside all major credit cards.

Prices are displayed and charged in USD for US customers and CAD for Canadian customers. Your card issuer may show an equivalent amount in your home currency if different.

Yes. All payments are handled by Shopify's PCI-DSS-compliant infrastructure. We never store your full card details.

International transactions are sometimes blocked by US or Canadian banks. Try PayPal as an alternative, or contact your bank to allow the transaction. If you continue to have trouble, contact us and we will help.

Standard shipping: Flat US$7.50 on all orders.
Express shipping: US$20 (where available).
Free standard shipping on US orders over US$125 and Canadian orders over CA$170.

Typical delivery times after dispatch:
USA: 7–14 business days
Canada: 10–20 business days
Actual delivery can vary based on route, customs processing, and carrier conditions.

Yes — Express shipping (US$20) is available to most US destinations. Availability is confirmed at checkout based on your delivery address.

If your order has not arrived within the expected timeframe, please contact us. We will investigate with the carrier and, if necessary, reship or refund your order.

Yes, we can ship to PO Boxes for standard delivery. Express shipping may require a physical address depending on the carrier.

We follow Australian Consumer Law and handle all issues fairly. Due to the nature of pet health products, opened items generally cannot be returned. If your order arrives damaged, incorrect, or with a quality issue, contact us and we will make it right — replacement, credit, or refund.

Please contact us within 14 days of delivery with a photo of the damaged item and packaging. We will arrange a replacement or refund promptly.

We're sorry about that. Please contact us with your order number and a photo of what you received. We will send the correct product at no additional cost.

Product reactions are rare but can occur. Please consult your veterinarian first. If you believe the product was defective or not as described, contact us and we will assess the situation on a case-by-case basis.

SmartShip is our auto-delivery subscription service. Choose any product, set your delivery frequency, and we automatically send your order on schedule — so you never run out of your pet's preventative treatments. Learn more about SmartShip →

Every SmartShip order includes a discounted price compared to a one-time purchase. The exact saving is displayed on the product page before you subscribe and confirmed at checkout.

Yes — log into your account, navigate to your subscriptions, and adjust the frequency to suit your pet's treatment schedule.

Yes — you can skip any upcoming order from your account dashboard with no fees or penalties.

Yes — cancel anytime through your account. There are no contracts, no cancellation fees, and no minimum commitment.

Most of our flea, tick, heartworm, and worming treatments are available for subscription. Look for the SmartShip option on the product page.

NexGard Spectra is a monthly beef-flavoured chew for dogs that provides broad parasite coverage. When used as directed, it helps control fleas and ticks and helps protect against heartworm and common intestinal worms.

NexGard Spectra is approved for use in puppies from 8 weeks of age and weighing at least 2 kg (4.4 lbs).

No — NexGard Spectra is an over-the-counter product in Australia, available at pet stores and vet clinics without a prescription. This is why we can sell it directly to international customers.

Give one chew once a month. The chew can be given with or without food. Always select the correct weight range for your dog and follow the label directions.

NexGard Spectra is generally well tolerated alongside other common veterinary medications. However, always consult your veterinarian before combining treatments, especially if your dog has underlying health conditions or is on long-term medication.

NexGard Spectra is available in weight-banded sizes to suit dogs from 2 kg (4.4 lbs) up to 60 kg (132 lbs). Browse the full range in our dog collection.

NexGard Spectra is effective against a range of tick species. Always check the product label for the specific tick species covered, as efficacy can vary by region and tick type.

Simparica Trio is a monthly chewable tablet for dogs that combines three active ingredients to protect against fleas, ticks, intestinal worms, and heartworm disease in a single dose.

Yes — Simparica Trio is safe for puppies from 8 weeks of age and weighing at least 2.8 lbs (1.25 kg).

No — Simparica Trio is available over the counter in Australia, which is why we can supply it directly to US and Canadian customers without a prescription from our end.

Simparica Trio is given once monthly, on the same date each month. It can be given with or without food.

Simparica Trio treats and controls roundworms, hookworms, and whipworms. Check the product label for full parasite coverage details.

Simparica Trio includes heartworm prevention, so switching from a separate heartworm preventative is straightforward. However, always consult your vet before changing your dog's parasite prevention regimen, especially if there's a gap in coverage.

Simparica Trio is effective against multiple tick species including lone star ticks, American dog ticks, black-legged (deer) ticks, and Gulf Coast ticks. See the label for the complete list.

Simparica Trio comes in weight-banded sizes for dogs from 2.8 lbs (1.25 kg) to 132 lbs (60 kg). Browse available sizes in our dog collection.

The safety of Simparica Trio in breeding, pregnant, or lactating dogs has not been evaluated. Consult your veterinarian before use in these animals.

No — you can check out as a guest. However, creating an account lets you track orders, manage SmartShip subscriptions, and view your order history.

Visit the login page and click "Forgot your password?" — we will send a reset link to your registered email address.

Log into your account, go to Address Book, and update your details. Make sure to update before your next SmartShip order processes.

All past and current orders are listed in your account dashboard under Order History.