Frequently Asked Questions
Last updated: 4 May 2026
How can I contact customer support?
You can reach our customer support team by visiting the Contact page or sending an email to our support team at info@adnovet.com. We respond within 24 hours (Monday to Friday). Weekend messages are answered the following Monday.
Where do you ship to?
We ship exclusively to Australia.
What are the shipping costs?
We do not charge shipping costs. Shipping is therefore always FREE to Australia, with no minimum order value.
How long will it take to get my order?
Below are the estimated delivery times for all packages:
- Order cut-off time: 5:00 PM AEST (GMT+10:00) Australian Eastern Standard Time. Orders placed after this time will be processed the next business day, which may add an extra day to the delivery estimate.
- Order handling time: 1 to 2 business days (Monday to Friday). Once your order is processed, it will be shipped by one of our trusted carriers.
- Transit time: 6 to 10 business days (Monday to Friday).
- Estimated total delivery time: 7 to 12 business days.
For more details please read our Shipping Policy .
Is my payment data safe with you?
Your security is our highest priority. All transactions on our website are encrypted using advanced SSL technology to ensure your privacy and security. Payments are processed through Stripe, a PCI-DSS-compliant payment provider. We do not store your full payment card details on our servers, and we continuously monitor and update our website to meet the latest security standards and comply with regulatory requirements.
What payment methods do you accept?
We process all payments securely through Stripe. We currently accept all major credit and debit cards, as well as popular digital wallets. You can easily check out using:
- Visa
- Mastercard
- American Express
- Discover
- Diners Club
- JCB
- Apple Pay
- Google Pay
All transactions are processed in Australian Dollars (AUD).
Where can I learn more about your store policies?
For full details, you may consult our Terms of Service or our Privacy Policy. For shipping-specific questions, please refer to our Shipping Policy.
The estimated delivery time has passed. Where is my order?
In the vast majority of cases, orders are delivered within the expected delivery time. Unfortunately, it can sometimes happen that an order is delayed in transit due to carrier volumes, weather conditions, or other factors outside our control.
You can check the status of your order at any time via the following link: Track My Order.
If you have not received anything 7 days after the expected delivery time, please contact us at info@adnovet.com or via our Contact page. We will investigate with the carrier and resolve the matter promptly.
How long after I complete a purchase can I ask for a refund?
A return request can be submitted within 30 days after the purchased item has been delivered to you.
We accept returns for both defective items and change of mind, with no restocking fees.
Refunds are processed within 7 days from the date we receive your returned item, back to your original payment method.
You can read our full Return & Refund Policy here.
Can I exchange an item for a different size or colour?
Yes, exchanges are accepted for a different size, colour, or style, subject to availability. To request an exchange, please email us at info@adnovet.com with your order number.
Can I cancel my order?
You may cancel your order free of charge within 24 hours of purchase, provided it has not yet entered dispatch. Please contact us as quickly as possible at info@adnovet.com with your order number.
Contact
Store: Adnovet
Email: info@adnovet.com
Address: Address: 186 Stirling Rd, Keith South Australia 5267, Australia
Contact form: Click here
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (AEST). Weekend messages will be answered the following Monday.