US duties prepaid — nothing to pay on delivery New customers save 10% — code PAW10 Flat $6.95 tracked shipping on every orderGenuine sealed packaging, shipped from Australia
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US duties prepaid Flat $6.95 shipping
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US duties prepaid Flat $6.95 shipping

About Our Products & Pricing

Pet owners want to know exactly what they are ordering, where it comes from, and why the box may not look like the one they are used to. This page answers those questions directly.

Last updated: August 2026

1. Where our products come from

We source outside US distribution channels, buying direct from overseas wholesale and distributor channels and shipping in the manufacturer's sealed packaging, labelled in English.

We don't open, repack or relabel anything. What arrives is the box as it left the shelf.

Availability varies by brand, pack size and supplier stock. Where a manufacturer updates its packaging, the box you receive may look slightly different from the image shown on our website.

2. Is it the same product my vet sells?

Same brand, same manufacturer. The active ingredients and strengths are printed on the pack, so you can check them line by line against the box you know — we also list them on every product page.

What differs is the market it was prepared for, which is why some of the labelling reads differently.

3. Why doesn't the box look like the one I'm used to?

Because it wasn't printed for the US market. You'll notice a few differences:

  • Weight ranges shown in kilograms rather than pounds
  • A leaflet that is worded differently
  • A registration number on the pack that isn't a US one
  • Different carton artwork, label layout or distributor details
  • A different insert or leaflet format

None of this means the product is incorrect or inauthentic. To make choosing easier, we show both pounds and kilograms on every product page.

4. Why are your prices lower?

Two reasons. Outside the US, retail channels for these treatments are more competitive, so the same products simply cost less. And we ship direct to you, with no US distribution or retail markup in between.

The difference is in the supply chain, not in the product.

5. Do I need a prescription?

No prescription is needed to order from us, and we don't provide prescribing services.

We're a retailer, not a veterinary practice — for which product and what dose your pet needs, follow the product label and talk to your vet.

6. Will I be charged customs or duties?

No. US import duties are prepaid by us. The total you see at checkout is the total you pay, and no customs payment is normally due on delivery. If a carrier or customs broker unexpectedly requests payment, please contact us before paying it.

Shipping is a flat $6.95 on every order, any number of items, no minimum spend.

7. How long does delivery take?

Orders are dispatched within 1–3 business days of payment, and most US orders arrive around 14–18 calendar days after dispatch. Every order is tracked, and we email the tracking number once it ships.

These are estimates, not guarantees. Customs clearance, carrier routing, weather and local delivery can all affect the actual timing.

8. What to check when your order arrives

Before using any product, please check the packaging carefully and confirm:

  • The product is for the correct species, such as dog or cat
  • The weight range matches your pet
  • The pack size matches your order
  • The active ingredients match the product description
  • The packaging is sealed and not visibly damaged
  • The expiry date is suitable
  • The batch or lot details are visible where shown on the packaging
  • The label and instructions are in English

If you are unsure whether the product is suitable for your pet, please do not use it until you have checked with your veterinarian.

9. Do not use the product if something looks wrong

Please do not use the product if:

  • The packaging is open or damaged
  • The product appears to have been tampered with
  • The product is not the item you ordered
  • The species or weight range is incorrect
  • The expiry date has passed
  • The label is unclear or unreadable

If this happens, please contact us before using the product and include your order number, the product name, clear photos of the front and back of the box, photos of the batch number and expiry date, and photos of the shipping package if it was damaged in transit.

10. Use and safety

Read the product label and follow the directions on the packaging before use.

Pet health products should be selected based on your pet's species, weight, age, health condition and treatment history. Some products may not be suitable for pregnant, nursing, sick, underweight, elderly or medicated pets.

11. Still have a question?

If anything is unclear before you order, contact us first. We don't give veterinary advice, diagnoses or treatment recommendations — for questions about your pet's health, whether a product suits them, or how it interacts with other medications, speak to a licensed veterinarian.

Product information on this site is for general shopping guidance. Always read the leaflet supplied and follow the label.

Email: support@pawexpress.com — please include your order number and clear photos where relevant so we can help you faster.