Delivery and Returns

Shipping
Based in Sydney, Australia, Vet Nurses' Little Helpers ships worldwide! 


Shipping Method

Orders are posted on Tuesdays and Thursdays. 
We aim to post out your order as soon as possible, so if time permits, orders are sent out on other days too!

All orders are sent using Australia Post. Please allow between 3-25 business days for delivery (add 1-5 days for peak periods):
  • Australian deliveries: 3-10 business days
  • New Zealand & USA: 5-15 business days
  • UK/all other countries: 7-21 business days


Shipping Costs
  • Australia wide: $11.95 AUD
  • Australia wide express (selected at check out): $17.95
  • New Zealand - $24.95 AUD
  • All other countries - $45.00 AUD

We offer free standard shipping on orders $150 and over!


Local customs charges/import duties

You may be required to pay local customs charges/import duties on your order.

 Vet Nurses' Little Helpers has no control over this and the fee is applied when your order arrives in your local country, directly to you. 

Prior to purchasing from anywhere outside of Australia, it is worth having a quick look to see if there are local charges so you are not surprised with an unexpected cost!


Tracking
 
All packages are sent using Australia Post and all packages (given a valid email is provided) are sent with tracking. The tracking number will be sent by Australia Post to your provided email address (please be aware these emails sometimes go to junk mail!).

In the event of a missing/non-delivery occurrence, 14-21 business days must pass (location depending) before VNLH can investigate the original delivery. This is to ensure adequate time has passed for the item to move through the postal network and for any bottlenecks to be resolved.
Returns

We do our best to ensure you have the best experience shopping with us! All orders are checked twice for quality, and to ensure you receive what you ordered.

Of course, we are only human and circumstances do change, so we have a returns policy in place to assist with any issues.

30 Day Returns Policy

- Product/s and Gift Cards must be unused
- Still in original packaging and condition (this includes the mesh bag/any packaging items arrived in)
- Items must be packed as they are received
- Items returned with the following damage will not be refunded:
- Scratches to surface of Flash Cards
- Scuff marks to sides and corners of Flash Cards
- All items in Nurse Kit returned as they were received to avoid damage i.e. no items free to move around packaging/posters free of additional folds and scuff marks)
- Instruments and Fob Watches free of chips and scratches
- Info Cards must be free of scuffs to corners and sides, and free of scratches, marks, stains or apparent use
- Returns window is activated from date of delivery from logistics carrier (or date of pickup from post office)
- All return postage costs are paid by buyer (shipping and packaging)
- Original shipping costs are non-refundable
- Tracking is recommended to minimise disputes - if item is lost in the post and tracking was not used, refund will not be processed
- CLEARANCE STOCK IS NON-REFUNDABLE

Refunds will not be processed if, items are received in soft plastic packaging, and/or damaged or scuffed as a result of inadequate packaging. 


Returns Process

- To open a Return Authorisation - please contact us (info@vetnurseslittlehelpers.com.au)
Please ensure sufficient packaging and protection inside the box to prevent transit damage
Our returns address will be provided at this time. 


Incorrect / Damaged Items on Arrival

Any imperfections to orders received must be reported to us within 24 hours of delivery. 

Please follow these instructions:
- Prior to opening, please take photos immediately of the damaged box
- Please take photos of the damaged item showing the fault (if possible)
- Please take photos of the incorrect items sent

We will replace items that are damaged in transit by the carrier, or incorrectly shipped due to fulfilment errors on our side. Please contact us and we will arrange the return and replacement.


Incorrect address provided resulting in package being returned to sender

If the wrong address is provided on your order, resulting in the order being returned to Vet Nurses' Little Helpers, if you would like the order sent again you will be required to pay for the shipping.


Faulty Items

It is the policy of Vet Nurses' Little Helpers that all faulty item claims come back to our warehouse first for inspection and replaced if deemed necessary.


Australian Consumer Law Guarantees

All products come with guarantees that cannot be excluded under the Australian Consumer Law. This entitles buyer’s to:

- Replacement or refund for a major failure of the product
- Compensation for any other reasonably foreseeable loss or damage
- Repair or replacement of the goods if they fail to be of acceptable quality and the failure does not amount to a major failure.

Please contact Vet Nurses' Little Helpers directly at info@vetnurseslittlehelpers.com.au


Cancellation Policy

You may cancel your order without penalty prior to it being shipped out.

If you chose to cancel your order after it has been shipped out, you are required to return the item at your own expense. Full refund (not including shipping costs incurred by the business) will be processed once the item is received back, and is in its original condition (no damage to the products/packaging).

Please note all returns must be in the same packaging, or be packaged in similar packaging material. Items returned in soft plastic packaging, boxes without adequate cushioning/protection to products with not be accepted.

Any items received damaged will not be refunded.