Frequently Asked Questions

Why can't you tell me what is wrong with my pet over the phone?

It is unfortunate companion animals can’t tell us what’s wrong or how sick they are. Veterinarians encounter many different symptoms that may account for any number of ailments. On some occasions the symptoms noticed by owners can lead to an incorrect diagnosis. Unless a veterinarian has seen your pet for the same condition recently, it is near impossible to give an emergency diagnosis on the phone. It’s best to have your pet physically examined to obtain the best advice.

Why are other pets being consulted by a veterinarian before my pet?

Emergency arrivals are seen in order of priority based on the severity of illness or injury. Critical patients receive immediate treatment. Please alert our friendly staff if you’re concerned about your pet as they will be able to alleviate your concerns or adjust the veterinarians’ consultations.

What if I can't afford the fees?

There is a consultation fee for every pet examined by a veterinarian. This is a set fee that can be obtained by calling Animal Emergency Service. The veterinarian will examine your pet and discuss fees for further medication, diagnostics or hospitalisation of your pet. There are an array of solutions available depending on your personal circumstance. It’s important you raise any financial or treatment concerns with the veterinarian so we can formulate a suitable plan. Once a treatment plan is agreed to, the veterinarian will provide and estimate of cost for your consent. A deposit will be required will all fees due for payment when your pet is discharged from our care. If you require financial assistance, please ask our staff to assist you with a VetPay or Gem Visa application prior to consenting treatment. This will give you peace of mind so you can focus on your pet’s recovery.

Why does veterinary treatment cost so much?

We understand the angst involved with a visit to the emergency vet after hours. The fees for pet health care appear expensive, especially when compared to human health care. Australian human health care costs are subsidised by government funding. Unfortunately, veterinary care is not subsidised so the costs for diagnostic testing or specialist treatment can be a shock for pet owners. Emergency veterinary fees are determined by the cost of keeping highly skilled veterinarians, nurses and receptionists up all night to look after pets. There are also the costs involved in maintaining the hospital and equipment to deal with every possible emergency. These include surgery, laboratory testing, radiology, ultrasounds, endoscopy, oxygen therapy, intensive care, as well as medications and anti-venenes.

Why can't I stay in the hospital while my pet is being treated?

There are occasions when a Veterinarian will not approve an owner in the emergency treatment area or hospital. These include:

  • Instances when an pet is critical requiring immediate emergency treatment
  • Instances when another hospital patient is critical requiring emergency treatment
  • During peak periods when the hospital is busy
  • Instances when the veterinarian believe an owner’s angst will stress their pet while receiving emergency treatment

What is your return policy for items bought online?

Returns Policy

You can be assured to shop with confidence at Animal Emergency Service. Items that are faulty or unsafe will be refunded or exchanged where proof of purchase is provided.

Return Items from Online Order

To return an online order within the refund policy period, please contact us directly on (07) 3841 1920 or [email protected] and we will then give you instructions on how best to return your order so we can process your refund.

Animal Emergency Australia Support Services hours of operation are:
Monday to Friday 9.00am to 5.00pm
(Please note all hours are Australian Eastern Standard Time)

How Long Will It Take?

Once the returned items are received, we will make every effort to process the return claim within 7 business days. Where refunds are issued to a credit card account, the refund may not appear on your credit card statement until a future billing cycle, depending on the policy of your credit card provider.

We acknowledge Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of the lands, waterways and skies across Australia. We pay our respects to Aboriginal and Torres Strait Islander cultures and Elders past and present.