Secure checkout Competitive pricing Quality sealed productsNew customer offers and delivery updates
Shop by category
Secure checkout Quality sealed products
0
Secure checkout Quality sealed products

Product Authenticity & Packaging

Product Authenticity & Packaging

We understand that pet owners want to know exactly what they are ordering, where it comes from, and why packaging may sometimes look different from products sold in local stores.

This page explains how we source our products, why Australian-market packaging may differ from US or Canadian versions, and what customers should check before using any pet health product.

Last updated: June 2026

1. Our Product Sourcing

Our products are sourced through Australian wholesale and distributor channels.

We aim to supply genuine, sealed pet health products in original English-language packaging. We do not intentionally sell loose tablets, opened packs, unbranded substitutes, or repackaged single doses.

Product availability may vary by brand, pack size and supplier inventory. Where packaging is updated by the manufacturer, the product you receive may look slightly different from the product image shown on our website.

2. Why Packaging May Look Different

Some products sold in Australia are supplied in Australian-market packaging. This means the outer box, label layout, artwork, product wording, pack format, or weight range display may differ from versions sold in the United States or Canada.

Common packaging differences may include:

  • Metric weight ranges, such as kg instead of lbs
  • Slightly different box artwork or carton design
  • Different regional wording or label layout
  • Australian distributor or marketing details
  • Updated packaging from the manufacturer
  • Different leaflet or insert layout

These differences do not automatically mean the product is incorrect or inauthentic. Always check the product name, species, weight range, active ingredients, pack size, expiry date and usage directions before use.

3. Product Images

We use product images to help customers identify the product, brand, pack type and weight range. However, product images are for reference only.

Manufacturers may update packaging without notice. The product you receive may have newer packaging, different artwork, or a slightly different box design.

If the product name, species, weight range, active ingredients and pack size are correct, packaging design differences are usually not a reason for concern.

4. What to Check When Your Order Arrives

Before using any product, please check the packaging carefully.

Please 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.

5. 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
  • The product appears unusual compared with the packaging

If this happens, please contact us before using the product.

Please 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
  • Photos of the shipping package if it was damaged in transit

Our customer support team will review the issue and help with the next step.

6. Important Use & Safety Notice

Customers should 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.

For medical advice, diagnosis, treatment suitability, or concerns about side effects, please consult your veterinarian.

7. Import & Local Requirements

Products are shipped internationally from Australia.

Customers are responsible for checking whether a product is suitable for their pet and for understanding any local import requirements that may apply in their country, state or province.

We do not provide veterinary diagnosis or legal import advice.

8. Questions About Your Product?

If you have a question about packaging, expiry date, product selection, or your order, please contact us before using the product.

Email: support@[yourdomain].com

Please include your order number and clear photos where relevant so we can help you faster.