Question 1

Do you offer free shipping?

Accepted Answer

We're pleased to offer free standard shipping to most locations, which includes tracking and insurance (where available) to ensure your order arrives safely and securely. Please note: shipping is not free to Austria or the United States and will be calculated at checkout.

If you need your order sooner, we also offer a premium shipping option for a small additional fee. This service includes priority dispatch, helping to speed up the delivery process.

For both standard and premium shipping, our

Question 2

Do you ship worldwide?

Accepted Answer

Our shipping network is extensive, covering numerous countries worldwide. We currently offer our shipping services to the following regions:

Belgium, Denmark, Czechia, France, Germany, Hong Kong, Israel, Italy, Japan, Poland, Portugal, Puerto Rico, Republic of Korea, Saudi Arabia, Slovakia, Sweden, Switzerland, Luxembourg, Netherlands, United Kingdom, United States.

We ensure your orders are delivered efficiently and reliably through a combination of international postal services. Depending on

Question 3

How long does delivery take?

Accepted Answer

For most locations, orders typically arrive within 1-2 weeks from the date of shipment.

Please note that this is an estimated timeframe and actual delivery will vary due to factors such as customs processing, local postal delays, or other unforeseen circumstances. Additionally, some products may have shipping restrictions based on location-specific regulations. Any such limitations are clearly noted on the relevant product page.

Standard vs. Priority Shipping
Choosing Priority shipping means y

Question 4

Where are your orders shipped from?

Accepted Answer

Our orders are dispatched from various locations outside the United States. This strategic choice allows us to offer you exceptional value.

It's important to note that most of our products are export-labeled, but they match the quality and authenticity of US-labeled products. They come in the same manufacturer-sealed packaging and are produced in the same facilities, regardless of the specific country they are labeled for. This ensures you receive products of consistent quality and trustworthin

Question 5

Discontinuation of Shipping to Canada

Accepted Answer

We regret to inform you that, after careful consideration, we have made the difficult decision to discontinue shipping to Canada.

Over the years, we have encountered ongoing challenges with shipping logistics, customs delays, and other complications that have made it increasingly difficult to provide a reliable service. Despite our best efforts, these issues have persisted, and we no longer see a viable path forward to continue shipping to Canada.

We truly appreciate the loyalty and support of

Question 6

Why has my order been delayed?

Accepted Answer

At Sierra Pet Meds, we work hard to ensure your order is packed and dispatched as quickly as possible. However, occasional delays may occur due to factors beyond our control, such as fulfilment backlogs or issues with shipping carriers.

We completely understand how frustrating delays can be and truly appreciate your patience. Below, you'll find some common reasons for shipping delays and what you can do if your order is taking longer than expected.

Possible Reasons for Delay

Fulfilment Delays

Question 7

Why was my order returned?

Accepted Answer

Sometimes, parcels that aren't collected on time from your local post office or delivery point get returned to us. We know this can be frustrating, so here's a quick explanation of why it happens and what you can do next.

Common Reasons for Returned Packages:

- The parcel wasn't picked up within the allowed collection period at your local post office or pickup location.
- The delivery address was incomplete or incorrect, so the carrier couldn't deliver it.
- Multiple delivery attempts were mad

Question 8

What's the difference between Standard and Premium Shipping?

Accepted Answer

While both Standard and Premium Shipping typically deliver within 1-2 weeks, the key differences lie in the level of service, handling speed, and peace of mind offered.

Standard Shipping is our free economy-style option. It includes basic tracking and is a reliable choice for most orders. We dispatch orders on the same or next business day, and delivery usually takes 1-2 weeks. Please note: shipping is not free to Austria or the United States.

Premium Shipping, on the other hand, is a paid upg

Question 9

Why does my PayPal order have the wrong shipping address?

Accepted Answer

If you paid using PayPal, your shipping details are automatically pulled from your PayPal account - not the address you may have entered on our site during checkout. If the shipping address saved in your PayPal account is outdated or incorrect, your order will be sent to that address.

Before placing your order, please double-check your PayPal shipping address is up to date. We are required to ship to the address PayPal provides for your order.

We generally dispatch orders the same business day

Question 10

My tracking says the order was delivered, but I haven't received it?

Accepted Answer

We know it can be frustrating when a package shows as delivered but can't be found. Here are a few steps you can take to help locate it:

- Look around your property - Check all potential delivery spots including your front door, behind bins or pot plants, in your letterbox, carport, garage, or side entrances.
- Ask anyone you live with - A housemate, partner, or family member may have picked it up without mentioning it.
- Check with neighbors or your building manager - Sometimes parcels are lef

Question 11

I unsubscribed from tracking emails, how do I get them again?

Accepted Answer

No worries! If you've unsubscribed from tracking notifications but want to start receiving them again, you'll just need to re-subscribe yourself (due to privacy and anti-spam rules).

Here's how to do it:

1. Go to our tracking page.
2. Enter your tracking number (or your order number works too).
3. Once your tracking info loads, hit the Subscribe button.
4. Pop in your email - and you'll be back in the loop!

Need help finding your tracking number or order info? Reach out to us anytime.

Question 12

My item is stuck in transit, what can I do?

Accepted Answer

We understand how frustrating it can be when your order appears to be sitting still, especially if tracking hasn't updated for several days. Due to the nature of international shipping - particularly from Australia to destinations like the US, UK, and Europe - parcels often pass through multiple postal hubs, customs checkpoints, and partner networks, which can sometimes cause delays.

If your tracking hasn't moved recently, don't worry - here's what you can do:

Step 1: Check Your Tracking Detai

Question 13

Can I change my shipping address after placing an order?

Accepted Answer

If you've already placed an order and notice the shipping address is incorrect, please contact us immediately.

We're unable to make major changes to addresses once an order has been confirmed. In most cases, the order will need to be cancelled and placed again with the correct details.

If PayPal provided the wrong address
PayPal sometimes uses an old saved address at checkout. If that's the case, you'll need to update your information directly in PayPal.

If you entered the wrong address manua

Question 14

Why do I now have to pay for shipping when it used to be free?

Accepted Answer

We know many of our returning customers are used to receiving free shipping, and we understand how frustrating this change may feel. Until recently, we were able to offer free standard shipping to the United States. However, because of new U.S. tariffs and customs requirements, all U.S. orders must now be shipped through a dedicated courier service under Delivered Duty Paid (DDP).

This process makes sure your order clears customs smoothly and arrives without unexpected delays, but it does mean

Shipping & Delivery