VIP

COVID - 19 Update

Dear customers, we understand that everyone in some way may be affected by the COVID-19 outbreak.  We will use this web page to update you with any news we need to share with you during this time that relates to how we will continue to serve you during this time.

Frequently Asked Questions about COVID-19 (novel coronavirus) and your pets.
Updated 12/09/2020

As part of Stage 4 Restrictions in Melbourne and Stage 3 Restrictions in Mitchell Shire, are stores still open?

As Melbourne goes into stage 4 restrictions and regional Victoria into stage 3 restrictions, we want you to know that we are here for you and your pets during this challenging time.

All Victorian stores and OurVet Clinics remain open. For Victorian customers, our Grooming stores are currently closed, but will re-open from the 28th September, in line with COVID-19 restrictions.  Due to the high volume of requests for grooming appointments in Victoria at this time, we ask that you call your local store directly to get a confirmed appointment.  As a result, online request bookings are not operational at this time. Thank you for your patience and we look forward to looking after your best friend soon. To find the contact details for your local store, please click here.

You can also shop your essential pet items online, use your VIP discount and have them delivered straight to your door. 

To help protect our customers and team, as a condition of entry we ask that all customers wear a face mask that covers the mouth and nose at all times while in any of our Victorian stores, unless a lawful exemption applies. We also ask you follow the Stage 4 restrictions of one person per household to visit our store for your pet needs.

  

Will I still be able to get products for my pet at Best Friends stores?

Yes. In these unprecedented times, our priority to you and your pets is to continue to provide the products and services you need to care for your pet.

Our stores remain open across Australia and we have launched online shopping with free shipping when you spend over $75. We are also working with our suppliers to ensure our stock levels remain consistent across the entire store network. 

 

When can I expect my parcel to arrive?

We are still dispatching daily, however Australia Post are experiencing some delays due to reduction in freight capacity and an increase in parcel volumes. You can continue to check the status of your order through your tracking number which is emailed to you once you've placed your order.Some orders may be split into multiple deliveries which can be tracked via the same tracking number to provide you a real time estimated delivery date. 

 

What steps are Best Friends taking to help prevent the spread of COVID-19?

To date, no incidence of COVID-19 has been reported in our stores.
In an effort to maintain the safety of our team and our customers, we have put a number of measures in place. These include:

  • Communication to our team on important prevention measures
  • Increased cleaning in our stores
  • Training and focus on social distancing and hygiene
  • Following government health guidelines
  • Asking that all team members who are feeling unwell take appropriate precautionary actions, seek medical advice as necessary and do not come into stores until cleared to do so
  • Assisting any team members who have concerns to access our EAP (Employee Assistance Program).

 

Can I still bring my dog in for a grooming appointment?

For Victorian customers, our Grooming stores are currently closed, but will re-open from the 28th September, in line with COVID-19 restrictions.  Due to the high volume of requests for grooming appointments in Victoria at this time, we ask that you call your local store directly to get a confirmed appointment.  As a result, online request bookings are not operational at this time. Thank you for your patience and we look forward to looking after your best friend soon. To find the contact details for your local store, please click here.

 

Is Puppy Pre-School still running?

Please contact your local store to find out if puppy school is still running in your area. Please visit our store locator page for contact details. 

 

Will the OurVet team still be able to see my pet?
Our clinics are still open, but it is best to call to book an appointment to avoid disappointment. Things will be a little different when you visit to maintain social distancing and we will explain this along the way.

If you have a booking and are currently self-isolating, are unwell or have travelled overseas in the last 2 weeks, please rebook as we will not be able to see you.

 

Are your store still accepting cash?

We prefer cashless payment where possible.

 

When attending an appointment at OurVet

  • No more than one pet owner per pet should attend for the appointment
  • Until further notice, we only accept EFTPOS payments and no longer accept cash transactions.

I am in voluntary isolation but my pet needs medical attention. What do I do?
If you're concerned about your pet's health and don’t have a friend or family member to take your pet to the vet, please call your local OurVet and they can help you find a solution to get the care they need.

 

Can I get the COVID-19 from my pet?
At this stage, according to the Australian Veterinary Association (AVA) and other world health authorities, there is still no evidence that dogs or cats can play a role in the spread of the human disease that is COVID-19. 
https://www.ava.com.au/coronavirus/report-of-transmission-from-human-to-dog/

 

If pet fur can carry the virus, should I use wipes or disinfectants on my pet’s fur?

No. While it is easy to disinfect surfaces like door-knobs or counter tops, alcohol, bleach and many disinfectants can be harmful to your pet. There is also no evidence to support additional bathing of pets as a result of COVID-19. When you do bathe your pet, always use a mild shampoo especially formulated for pets and rinse well.

 

Can I still take my dog for a walk?
Yes. Exercise and mental stimulation are important for all animals. Due to social distancing for you, discourage other people from patting or cuddling your dog.

 

This information is referenced by Australian Government Department of Health, Australian Veterinary Association (AVA) and the World Health Organisation (WHO). We must emphasise that the situation continues to evolve so we encourage you to monitor the websites of the associations listed above to stay up to date with the latest information.

The Australian government's health information hotline for COVID-19 is: 1800 020 08

Information is accurate as of time of publishing 05.08.2020