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.

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, we have launched online shopping with home delivery for essentials and we are working with our suppliers to keep our stock levels as normal as possible. In particular essential items like food and healthcare products for all pets.


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?

Yes. Our Grooming Salons remain open and are taking bookings. Grooming is important for the well being of our pets and we are here to provide that care.

Due to social distancing rules we are operating our grooming service as per COVID-19 guidelines so you will notice some changes to the check-in process and some services, we ask that you please be patient as we work within these measures to ensure the safety of you and our team.

Bookings are essential so please contact your salon for an appointment.


Is Puppy Pre-School still running?
For now, we are temporarily ceasing all classes.  If you have already paid for puppy school, we will be in touch shortly to give you a refund.   


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.


Has your returns policy changed? 

We are still honouring our Palatability Guarantee and Return of Faulty products however we are suspending our change of mind returns policy until further notice.  From 20 March 2020 we will no longer be accepting returns for change of mind.


Are your store still accepting cash?

Until further notice, we only accept EFTPOS payments and no longer accept cash transactions.


When booking an appointment at OurVet

  • Please be aware that our team will assess your unique situation and provide our best advice
  • If you have returned from overseas in the past 2 weeks, have cold or flu-like symptoms, or are required to self-isolate, we ask that you contact OurVet for further advice & care.

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 coronavirus 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 can play a role in the spread of the human disease that is COVID-19. Nor is there evidence that your pet can become sick.


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 24.04.2020