Do You Have a Question?
We have compiled a comprehensive list of commonly asked questions to provide you with the answers and information you need.
Customer Support
Whether you're a new or a long-time customer, we aim to address any queries or concerns you may have.
UNDERSTANDING THE PROGRAM
What products are available through the Purina® PRO PLAN Vet Direct program?
Purina PRO PLAN, PRO PLAN Live Clear, Purina PRO PLAN Veterinary Diets including supplements.
How do I place an order in the Purina® PRO PLAN Vet Direct program?
The process is quick and simple. Just log into your Vet Direct account, select the products you wish to purchase, and complete the checkout process.
How do I retrieve my username or password?
If you have forgotten your password, please click the forgot password on the login page and follow the instructions.
Why did my Vet suggest purchasing on Vet Direct?
Vet Direct enables clinics to make recommendation on product without having to keep the physical stock. This helps clinics manage inventory as well as provide access to a broader range of products. Your referring clinic will provide you with a Clinic ID required for your account set up.
Why do I need a Clinic ID and what does it do?
Your Vet Direct Pet Owner account is linked to the referring Vet Clinic via the Clinic ID. By entering the Clinic ID and making a purchase on Vet Direct a margin of the sale is provided back to the Vet Clinic via a rebate.
How does Animal Aid benefit from my purchase?
When you purchase via Vet Direct using your Animal Aid Vet Clinic ID, Purina contributes a portion of your purchase back to Animal Aid which helps to support pets in their care. Find out more about our partnership here.
ABOUT THE PRODUCTS
Does Purina guarantee the quality of the products I order?
If you are not satisfied with any part of your order, we will replace the product or products at no additional cost or refund your money. If you have questions or concerns regarding delivery please contact the Vet Direct team or call 1800 738 238.
I need to know more information on feeding and nutrition. Whom should I contact?
If you have a product and/or nutrition related queries please contact the Vet Direct team or call 1800 738 238.
YOUR ORDER
What payment methods are accepted?
Mastercard, VISA and PayPal are accepted.
How do I place an order if I’m not near a computer?
The Vet Direct online store can be accessed from any device with an internet connection, including tablets and smartphones.
How will my order be delivered?
Your delivery will be delivered via Australia Post. If you are not home your delivery may be taken to a post office for collection or you may have the option to select Safe Drop with Australia Post. Please plan for busy periods such as Easter, Christmas and Public Holidays as there may be delays in delivery during these times. Any questions about your delivery once with Australia Post, we suggest you reach out for support: Help & support - Australia Post (auspost.com.au)