Shipping policy

Shipping Policy

Last updated: 31 May 2026

This Shipping Policy applies to orders placed through Central Pets.

Central Pets operates the veterinary-facing website and ordering platform. Prescription medicines, veterinary-only medicines and compounded medicines supplied through Central Pets are reviewed, dispensed and, where applicable, compounded by Central Labs Compounding Pharmacy, the licensed pharmacy responsible for prescription review, dispensing, compounding, labelling and supply.

1. Prescription review before dispatch

Prescription medicines, veterinary-only medicines and compounded medicines cannot be dispatched until a valid prescription has been received, reviewed and accepted by the pharmacy.

Uploading a prescription or placing an order does not guarantee immediate dispatch.

Your order may be delayed if:

  • the prescription is missing, expired, unclear or incomplete;

  • the prescription cannot be verified;

  • prescriber clarification is required;

  • stock is unavailable;

  • compounding is required;

  • payment has not been completed;

  • delivery details are incomplete or incorrect;

  • temperature-controlled handling is required.

2. Processing times

Processing times vary depending on the type of order.

Standard dispensed medicines may be processed once the prescription has been reviewed and stock is available.

Compounded medicines may take longer because they are prepared specifically for an individual patient and prescription.

We will contact you if there is a material delay or if further information is required before your order can proceed.

3. Delivery areas

We may deliver to addresses within Australia, subject to courier availability, medication type, prescription requirements, storage conditions and delivery suitability.

Some medicines may not be suitable for delivery to all locations, particularly where temperature control, delivery timing or legal requirements cannot be reasonably met.

We reserve the right to decline delivery or offer an alternative supply option where delivery is not appropriate.

4. Delivery methods

Delivery methods may include standard courier, express courier, local delivery, temperature-controlled delivery or collection, depending on the order and location.

The available delivery options may vary depending on:

  • medication type;

  • prescription status;

  • stock availability;

  • compounding requirements;

  • temperature sensitivity;

  • delivery location;

  • courier availability;

  • pharmacy assessment.

5. Shipping fees

Shipping fees are calculated at checkout or advised before supply where a special delivery method is required.

Additional charges may apply for:

  • express delivery;

  • temperature-controlled delivery;

  • urgent courier services;

  • bulky items;

  • remote or regional delivery;

  • re-delivery after failed delivery attempts;

  • special handling requirements.

Shipping fees may be non-refundable once an order has been dispatched, except where required under Australian Consumer Law or where the issue is due to an error within our control.

6. Temperature-sensitive medicines

Some medicines require refrigeration, protection from heat, or temperature-controlled handling.

Where required, orders may be packed with appropriate insulation, cold packs or other temperature-control measures.

Temperature-sensitive medicines may only be dispatched when suitable courier timing and delivery conditions are available. We may delay dispatch to avoid weekends, public holidays, extreme heat or courier delays.

If your order contains a temperature-sensitive medicine, you should ensure someone is available to receive the delivery promptly.

Do not leave temperature-sensitive medicines unattended, in direct sunlight, in a hot mailbox, in a car, or outside for extended periods.

7. Delivery timing

Estimated delivery times are estimates only and are not guaranteed.

Delivery times may be affected by:

  • prescription review;

  • prescriber clarification;

  • compounding time;

  • stock availability;

  • courier schedules;

  • remote delivery areas;

  • weekends and public holidays;

  • weather events;

  • heat;

  • peak delivery periods;

  • incorrect address details;

  • circumstances outside our control.

A delay in delivery does not automatically entitle you to a refund, particularly where the order has already been dispensed, compounded, packed or dispatched. However, if a delay affects the safety or suitability of a medicine, we will assess the issue and provide an appropriate remedy where required.

8. Dispatch days

We may restrict dispatch of certain medicines, especially temperature-sensitive medicines, to specific days of the week to reduce the risk of delays in transit.

For example, refrigerated or temperature-sensitive orders may not be dispatched immediately before weekends or public holidays unless suitable delivery arrangements are available.

9. Delivery address and authority to leave

You are responsible for providing accurate and complete delivery details.

If you provide incorrect or incomplete address details, your order may be delayed, misdelivered, returned, or require additional delivery charges.

For medicines, authority to leave may not always be appropriate. If authority to leave is selected or requested, you accept the risk that the parcel may be exposed to weather, heat, theft, damage or delay after delivery.

We may refuse authority to leave for certain medicines or delivery types.

10. Failed delivery or missed delivery

If a courier is unable to complete delivery because no one is available, access is restricted, details are incorrect, or the parcel is not collected from a collection point, additional charges or delays may apply.

For temperature-sensitive medicines, failed or delayed delivery may affect the suitability of the medicine. If this occurs, contact us promptly before using the medicine.

We are not responsible for delivery issues caused by incorrect information, missed delivery, failure to collect, unsafe delivery locations, or failure to follow delivery instructions.

11. Damaged, delayed or compromised deliveries

Please contact us promptly if your order:

  • arrives damaged;

  • is leaking;

  • appears tampered with;

  • arrives warm when it should be cold;

  • is delayed in transit;

  • appears unsuitable for use;

  • does not match your order or prescription.

Do not administer a medicine if you believe it may be damaged, compromised, incorrectly supplied or unsafe.

Please keep the packaging, labels, cold packs and delivery materials so the issue can be assessed.

We may request photos, tracking details, batch information, delivery records or return of the item where appropriate.

12. Collection

Collection may be available for some orders.

You will be notified when your order is ready for collection. Please do not attend for collection until you have received confirmation that the prescription has been reviewed and the order is ready.

Photo identification, order confirmation or other verification may be required at collection.

13. International shipping

We do not routinely ship prescription medicines, veterinary-only medicines or compounded medicines internationally.

International supply may be restricted by Australian law, destination country laws, customs requirements, medicine import restrictions, prescription requirements and courier limitations.

Any international request must be assessed before acceptance.

14. Risk and responsibility after delivery

Once an order has been delivered to the address provided, collected, or otherwise handed over in accordance with the delivery instructions, you are responsible for promptly retrieving, storing and using the medicine according to the label and any storage instructions provided.

This does not limit any rights you may have under Australian Consumer Law.

15. Contact us

For shipping, delivery, damaged parcels, delayed orders or temperature-sensitive delivery concerns, please contact:

Central Pets / Central Labs Compounding Pharmacy
29 Oxford Close
West Leederville WA 6007
Australia

Email: accounts@centrallabs.com.au