FAQ FAQ General Questions How do you log in or register for online? Go to the My Account page to create a new Proviro account, or update your existing Proviro account. I have forgotten my password. How do I reset it? Go to the My Account page and click the ‘Lost your Password?’ link, or click here. I am having problems ordering online, who can I call for help? Call us at 03 5248 2274. Will I receive a tax invoice for my online order? Yes, you’ll receive an invoice via email. How can I check the delivery status of my online order? After receiving tracking number from ? , parcel can be tracked by or ? What should I do if my order has not been delivered by the specified date? Call us at 03 5248 2274. What are my payment options when making a purchase? You can pay by credit card. Am I able to place an order over the phone? We’re always happy to accept phone orders. Call us on 03 5248 2274 to place your order. How long will it take to deliver my order? ? Am I able to cancel my order for which I have already paid for? Yes you can. Call us on 03 5248 2274 or send a message via our Contact page. I am not happy with my order, can I exchange it? Please refer to our Returns and Refunds policy. Delivery Questions Where do Proviro Group deliver to? We deliver to all of mainland Australia and Tasmania. Can my order be delivered if I’m not going to be home? Yes, a safe drop can be arranged to leave your parcel in a safe area. All boxes are shipped in plain brown boxes and on request can be packed to not indicate pet contents should the order be for a gift or surprise. Can I change the delivery address on my order after I have placed it? Yes if we are contacted as soon as possible on 03 5248 2274.