Frequently Asked Questions
Can I make a return or exchange?
Goods can be exchanged if they are defective or damaged. In circumstances where you consider a product defective or damaged, please contact us at the clinic within 48 hours of receipt of order with details and photos of the products and defect/damage. All items must be returned in the original packaging in saleable condition to be considered for exchange. if not in the original packaging, the item will not be exchanged!
This is not what I ordered.
We are sorry that you received something different than what you were expecting. Because actual humans pick and pack these orders, there are bound to be mistakes on occasion. There is a 48-hour window to return an item from the day it is received at the clinic or delivered to your home, so please alert us to any errors as soon as possible so we can correct it for you. If you pick your order up in clinic, we encourage you to open it here and check the contents before you leave.
My pet won’t eat this food!
All of the veterinary diets we sell through our store have a 100% satisfaction guarantee and can be returned based on these criteria:
Palatability - Pet will not eat or does not like the taste of the food.
Quality - If there is a problem with quality of the product.
Safety - If a bag or can has a broken seal which has compromised the integrity of the food.
Please contact us and ask about food return policies if you have any questions as the return policy differs between companies. Refunds on food will be applied as a credit to your clinic account and will not be reversed onto your credit card or returned in cash. Any non-veterinary diet options cannot be returned for a refund.
Can I return a supplement that my pet won’t take?
Unfortunately, once opened, supplements cannot be returned. Please call us if you have questions about a particular supplement to see if it is correct for your pet before you purchase it. See the return policy above for unopened supplements.
How long will it take to get my order?
Typically, it takes between 2-3 business days to receive your order. There are no deliveries on weekends or holidays.
Can my order be shipped to my home or work?
Upon checkout, choose to have your order delivered to your home for a fee, which will be estimated at checkout. Delivery fees vary based on your location and the weight of your order. Please note that you must be home to receive the delivery; we are not responsible if the order is stolen or damaged once delivered. If something happens to your order, please direct complaints to Purolator. You may use a business address instead of your home address to ensure someone is there to receive the order. You can also choose to have your order delivered to our practice at no charge. You can pick it up during our regular business hours.
How long will you hold my order after it is delivered to the clinic?
We would appreciate you picking your order up as soon as possible after it is received at the clinic, as we do not have a lot of storage space. Because most of the return/exchange policies have a 5-day time frame for refund/exchange from the day the package is delivered to the clinic, you should aim to pick up and review your order within that time frame. Restocking fees of 25% will apply if left too long.
This item won’t fit my pet. Too big or too small.
Unfortunately, items can only be returned or exchanged if they are damaged or defective. Please use the size charts and your best judgement for fitting apparel.
What if there is a recall on a product?
Should there be a recall on any product (food, treat, toy, etc.), we will do our best to contact all clients who have bought that product in the time frame noted by the supplier. Actions will be detailed as to how to return the product and to whom in the recall notice.
I received a promotion code. How do I apply it?
Upon checkout, you will see a box to enter the promo code you received. It will apply the discount and calculate your final price.
Can I cancel my auto-ship food order?
You can cancel your auto-ship food order at any time by logging in and going to My account → Orders. Then find the recurring order and click the Cancel Payment button. Please cancel before the next order is supposed to ship. If the warehouse has already picked the items for the order, they may not be able to cancel it.
I can’t find the food you told me to purchase on your site.
Please call us for clarification on the correct diet for your pet. Some pet foods do change formulas and/or packaging. Sometimes they are discontinued by the supplier.
Why do some items require approval before purchase?
Some manufacturers and items require manual approval by our veterinary staff before the order is shipped. The majority of these items are more specialized veterinary diets. These orders will be approved or disapproved within 3 business days. If the order is approved, you will be charged and the items will ship. If the order is not approved, the order will be cancelled and you will not be charged.