Where do you ship to?
We ship all over Australia.
How do you ship my order?
All orders are shipped using Australia Post eParcel service. All parcels are uniquely bar-coded so that we can track and monitor the delivery status of your order. If nobody is present when Australia Post attempts to deliver your parcel they will leave a calling card for you to pick up your consignment from your nearest Australia Post outlet.
What are the shipping charges?
We have fixed shipping charges, so you know exactly what the cost will be when you order. Postage and handling is $7.95 per order Australia wide and FREE shipping for orders of $150.00 or more for general pet products!
Shipping for food is $4.95 on top of the regular shipping charges for any food over 4kg in weight. If the food order is under 4kg in weight this will be sent at no further charge, if accompanying an order for general pet products. If the free shipping is achieved on the general pet products the fee of $4.95 for shipping of food over 4kg still applies.
What are the delivery times?
We will do our utmost to ensure that your order is dispatched within 2 working days of receiving your order. Please allow 7 working days for delivery by Australia Post.
How are your prices stated on the site?
All prices are in Australian dollars and include 10% gst.
Do I have to register?
No, you don't have to register to browse the site. You will need to register though if you want to make a purchase and proceed to the checkout. Registration is simple and by registering your details, means that your details are saved for next time you order, saving you time in the future. Also, if youhave a "unique vet code", by including this at the time of registering it will activate your discounts on all products on the site. You will receive a login and password, allowing you to manage your personal details on the site.
What if I forget my password?
Click on the "forgot password" link and your password will be emailed to the email address you registered with.
What are the benefits of providing my vet's "unique code"?
By registering your vet's unique code, discounts will be applied to most products on the site. This is your vet's way of rewarding you for your loyalty.
What if I don't have a "unique vet code"?
What if I register with the "unique vet code" that my vet gave me and when I log in I cannot see my vet's discounted prices?
The unique vet code is case sensitive. So please ensure that you enter the letters using CAPITAL letters. If you have only just registered, you may have to log-out and then log back in for the code to take effect.
How do I find a product?
Products may be found by typing the Product name into the search box. Products may be sorted by Product name, Description, Stock, Category or by Price. Products may also be found in the catalogue by Category ie. Flea & Tick Control. Each product is accompanied by a current package photo to assist with easy identification of products.
What is the Alert Me button?
If you would like to purchase a product and it is not in stock, rather than an "Add to Cart" button you will see an "Alert Me" button. In My Account you can manage if you would like to receive email alerts for products in My Alerts. You will be emailed when the product is re-stocked.
Why did I not receive a email alert?
How do I add items to my shopping cart?
Once you have found your product, add the number of units you would like to purchase and click on the "ADD TO CART" box.
How do I track what items I have added to my Cart?
At anytime you can view the number of items you have placed in your Shopping Cart on the top right hand corner of your screen. To see a detailed listing of your Shopping Cart and to remove any items, just click on the "Shopping Cart" button on the top right hand corner of your screen.
What do I do when I have finished shopping?
Click on the "Shopping Cart" link on the top right hand corner of your screen. This will take you to your Shopping Cart page where you can finalise your order with payment.
How do I pay for my order?
Payment must be made at the time of ordering via credit card on our secure payment gateway. Or you can pay via Paypal. If you are using PayPal for the first time, you will need to register an account with them first.
What credit cards do you accept?
We accept VISA and Mastercard.
Is it safe to use my credit card online?
As an online retailer, not only do we strive to provide an easy-to-use service, but a secure environment using the latest in internet technology, including 128bit SSL (Secure Socket Layer) Certification, to ensure that your credit card and personal details are protected. We do not store your credit card details anywhere on our system.
Does my vet receive a payment if I order from your site?
Yes, your vet will receive a commission for referring you to this site.
Do you take phone orders?
No, Obay is an automated site using a payment gateway and we are unable to process payments over the phone.
What is your returns policy?
Upon receiving your order, we ask that you visually check your consignment for signs of damage. In cases where the consignment has been damaged in transit, please contact our Customer Service Team as soon as possible. Before opening any product boxes, please check that you have been sent the correct product. We will only accept return products in their original condition. We offer a 14-day money-back guarantee (less shipping costs) provided the product is returned unused, in the original undamaged box including all original packing, original owner's manuals, warranty card and any included accessories that the product came with. Except in cases where the product was shipped in our error or was considered to be faulty on arrival, the purchaser is required to pay all costs incurred with regard to shipping the product back.
What is the best way to contact you?
FOR ALL ENQUIRIES REGARDING:
- TRACKING YOUR ORDER
- PROBLEMS WITH LOGGING IN
- PAYMENT PROBLEMS
- PRODUCTS OUT OF STOCK
- PRODUCT RETURNS
However, we understand that sometimes you just want to speak to a real person, that's why you can also contact us on our 1300 phone number.
1300 909 817 during our office hours 9.00am - 3.00pm AEST.
FOR ALL TECHNICAL QUESTIONS SPECIFIC TO WHICH PRODUCTS TO USE ON YOUR PET:
- YOU MUST DIRECT YOUR ENQUIRIES TO YOUR VETERINARIAN FOR THE CORRECT MEDICAL ADVICE.
Your vet's details can be found on the CONTACT US page for easy reference.