Yes, you can track orders. Once your order has been dispatched from our warehouse, you’ll receive an email with your tracking details.  

You can also find your tracking information by logging into your account and selecting "My retail orders". Your last order will show at the top, including a button to "Track order". 

If your order hasn’t been dispatched yet, tracking information won’t be available just yet.   

If you’re new to My Vet, follow these simple steps to order with us!   

1. Select the product you would like to purchase for your pet.   

2. Select your preferred options, such as size, colour, and quantity.   

3. Indicate whether you would like to enable auto delivery (subscription).   

4. Click “Add to Bag” to proceed.   

5. Click “Bag”, then select “Go to Shopping Bag”.   

6. Review your bag to ensure all items and details are correct.   

7. If all details are correct, click “Check out”.   

8. Enter your shipping information or if you prefer click and collect select “Pickup”.   

9. Enter your payment details.   

10. Carefully review your order summary and ensure all information is accurate.   

11. Click “Pay now” to complete your purchase. 

If your order arrives damaged or with any missing items, please contact us at info@myvet.co.nz within 7 days of receiving your order. 

Please include your order number, photos of the issue, and the batch number and expiry date (if relevant).  

We’ll sort this out for you as quickly as possible and investigate what went wrong. 

Sign into your My Vet account and click “My retail orders”, choose the relevant order, then click "Download PDF Invoice”.  

This is also available in the email you receive from us once your order is dispatched, that includes your tracking.

Shipping time depends on your location and distance from our warehouse. View our shipping policy for more information.  

Note: Retail and pharmacy items are shipped separately. 

We offer shipping for retail and pharmacy orders over $65!*

If your order is less than $65, it is a flat rate of $6.95.

Free shipping is applicable for all orders over $65 for both retail and pharmacy products. To find out more about our shipping policy, please read here. 

We use NZ Post and NZ Couriers for all deliveries. If there are any delays after your order has been dispatched, we recommend contacting them directly. 

Once your order has been placed, we’re usually unable to change the delivery address due to our aim to dispatch orders as quickly as possible, so please double-check your details before confirming.  

You can update your address anytime in your account. If you’ve entered the wrong address, please contact us immediately at info@myvet.co.nz or give us a call so we can assist with correcting it. 

If your order hasn’t arrived within 10 business days, please email us at info@myvet.co.nz and we’ll look into it for you.  

In the meantime, we recommend checking your tracking via the tracking link emailed to you or the shipping carriers' website for the latest updates on your delivery.  

If needed, we’ll follow up with NZ Post or NZ Couriers and do our best to get your order to you as quickly as possible. 

Yes, we post to collection locations and PO Boxes through NZ Post. Fill out your collection locations or PO Box number as usual during checkout.

No, we do not offer international shipping. Shipping is only available throughout New Zealand.

Yes, we offer local pickup for both retail and pharmacy orders. 

To pick up your order, ensure you choose the "Pickup" option at checkout. You’ll receive an email once your order is ready to collect, which will include our pickup address. 

For further information, read our shipping and delivery terms for more details. You can also contact us via email info@myvet.co.nz.

If you notice anything wrong with your order, please contact us immediately so we can try to cancel it. Our warehouse team works hard to dispatch orders as quickly as possible, so in some cases it may be too late to stop the shipment.

Please email us at info@myvet.co.nz and we’ll do everything we can to assist you.

On the product page, you’ll see the option to either purchase once or set up an auto delivery subscription. 

If you choose auto delivery, you can then select how often you’d like the product delivered (for example, every 4 weeks). 

Once added to your cart and checked out, the first order is processed the same day. Your orders will continue automatically based on your chosen schedule. 

You will have full control to change, reschedule, or cancel your subscription whenever you need through your account page. 

1. Select "Sign in" located at the top, right hand corner of our website, and enter your details. 
2. Select "Manage Auto-Deliveries" then "View Details" for the auto delivery you wish to change. 
3. Navigate to the appropriate button and follow the prompts. 

Once cancelled, no further deliveries will be processed, but you can restart your auto delivery at any time. 

Yes. Once you start an auto delivery, your selected payment method will be charged automatically each time an order is processed according to your delivery schedule.  

You’ll receive a notification three days before each scheduled order, sent to the email address used to set up your auto delivery.  

If we have issues processing your payment, we will communicate this to you through email or telephone.  

You can manage, pause, or cancel your subscription at any time before the next billing cycle. 

Yes, you can update the products in your subscription at any time. 

1. Sign in to your My Vet account. 
2. Go to "Manage auto deliveries." 
3. Select "View details" and choose the option to edit your subscription. 

From there, you can swap products or adjust your selection before the next delivery is processed.  

You can add products to your auto delivery either as a one-off item or as part of your ongoing auto delivery. 

If your auto delivery is processed while the product is on sale, you will automatically receive the sale price. This excludes order discounts, such as Spend & Save.

You will receive the sale price on your first order only. 

Each time your subsequent orders are processed, the price will reflect the current price. So, if the product is on sale again at the time of your next scheduled order, you will receive that sale price too. 

Our shipping policy applies to each individual auto delivery order.  

For example, if each of your auto delivery meets our free shipping requirements, then you'll receive free shipping. 

You will be alerted via email the day before your next auto delivery order. This will give you a chance to update any details prior to dispatch.  

If your payment is declined, the item will not be dispatched. We will try to charge your card again each day for six days. If a payment has not been successfully processed after this period, your subscription will be cancelled and you will be notified. 

You’ll receive an email reminder three days before your next auto delivery is processed.  

You can also check your upcoming delivery date anytime in your account. 

Yes, you can have multiple auto delivery subscriptions at the same time.  

Each subscription can be managed individually, including its products, delivery schedule and preferences. 

Unfortunately, you can’t update the email address linked to your account directly through our website. However, if you email us at info@myvet.co.nz or give us a call, we’ll be happy to update it for you.

All chilled products will only be shipped on Monday, Tuesday or Wednesday afternoons to minimise risks from courier delays. 

This is subject to change due to public holidays or courier delays, My Vet will only make these changes in the best interest in keeping the product safe for use and with clear communication. 

Yes, you need to post us your original pen-signed prescription unless your veterinarian is one of our partner practices and has emailed us directly with your prescription. In which case, the posting of your script with be facilitated by your veterinary practice.

We can dispense your initial medication order if you email us a digital copy of your pet's prescription. However, you are then required to post the original pen signed prescription to us directly. If your script is still owing to us, we are unable to dispense any repeats or future prescriptions until this is received.  

We can also dispense a prescription straight away if it is emailed to us from your veterinary practice.   

If your veterinary practice is a partner practice with us and they have email us your script directly, you do not have to post us your script. This will be facilitated by the veterinary practice. 

We cannot dispense repeats on a digital prescription unless: 

1. You have mailed us your original pen-signed prescription
2. Your veterinary practice has emailed us directly with your prescription

Yes. We can dispense repeats as long as your veterinarian has emailed us your prescription directly. Please select "Repeat of prescription already on file" when ordering your repeats.  

Please ensure there are available repeats to order before selecting this option. 

Yes! We cannot  prescribe medication for your pet as a veterinarian needs to personally examine your pet. Buying pet prescription medication online isa great way to save money and add a little convenience to your busy life. However, it is not meant to be a replacement for visiting your local veterinarian in person.

By law, prescription medications cannot be re-sold after they have left the pharmacy premises. As such, refunds are not available for medicines.  

Once they have been supplied by the pharmacist and dispatched, medication sales are considered final. This is regardless of whether the item has been opened or not, or whether the medication is accepted by the pet or not.  

Please take this into consideration when deciding on the quantity of medication to order. 

Our range of products and those available for supply by the pharmacist is always growing, but if there is a product you can obtain from your regular veterinarian that is not listed on our website, then let us know as it may be able to be sourced for you at a competitive price.  

Please email us at info@myvet.co.nz with information of the product. 

Yes. My Vet is a registered New Zealand online vet pharmacy. All prescription medications are sourced directly from authorised NZ veterinary wholesalers and registered under the ACVM Act.

Yes. When purchasing prescription medication through My Vet you know that: 

• All prescription medication supplied is sourced from New Zealand veterinary wholesalers and New Zealand registered pharmacists.
• All medications are registered in New Zealand under the ACVM Act.

While we find that most veterinarians in New Zealand are usually more than happy to write a prescription, they are not legally required to do so when requested. If your vet is unwilling to write a prescription, then you can try to find another vet in your area who is happy to write prescriptions. Your pet will require a full consultation with the new vet before they can write a prescription.  

If you're still having trouble, then please email us at info@myvet.co.nz or call us on (07) 543 1010. We can help you find a vet in your area that will write prescriptions after a consultation with your pet. 

A prescription is valid for the period specified by your veterinarian (up to a maximum of 6 months for cats and dogs and 12 months for horses) or until all authorised repeats are dispensed, whichever comes first.  

If your vet has specified “no repeats”, the prescription is valid for one supply only. 

No, since a prescription is only valid for up to 6 months, your vet cannot write an "ongoing" prescription. Furthermore, we are only allowed to supply up to the quantity that your vet authorises on the prescription. Once we have supplied what your vet authorises on the prescription, we will need a completely new prescription to provide more medication.

If your vet has authorised one (1) repeat, this means they are authorising the initial quantity (e.g., 30 tablets) plus one repeat, making two supplies (60 tablets in total).

For most of our clients, we hold their repeats, so that you don’t have to keep posting in the original prescription prior to every repeat order. This helps to reduce cost and speed up the process of ordering repeats.

Yes, as the repeat prescription is your property. If you want it returned, our pharmacy team can facilitate this. You may be charged for the cost of return postage, if required.

My Vet pharmacy cannot accept prescriptions from online-only telemedicine veterinary businesses.