Frequently Asked Questions

Frequently Asked Questions

Damaged Goods

We are so sorry that your order was damaged! Please let us know within 48 hours what the damage is so that we can work on getting you a replacement or a credit. Please email reports of damage including a picture and send your receipt of purchase to dspc@shaw.ca.

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 check out, choose to have your order delivered to your home for a fee which will be estimated at check out. Delivery fees vary based on your location and the weight of your order. We are not responsible if the order is stolen or damaged once delivered. You may use a business address instead of your home address to ensure someone is there to receive the order. 

What if the delivery to my home is stolen?

Vet Hospital is not responsible for any packages that are stolen, go missing, or are damaged from your doorstep after delivery. We have also found out that due to heavier than normal deliveries for Purolator due to COVID, the drivers are no longer waiting for a signature upon delivery, even if the package requires one.

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. Please email us so we can correct this for you.  There is a 10 day window to return an item from the day it is received when delivered to your home, so please alert us to any errors as soon as possible so we can correct it for you.

Can I pickup my order from the clinic?

Yes! You can pick up your online order from the clinic without having a shipping charge applied to the total of your purchase.  An employee of the clinic will contact a phone number associated to your account, or email if there is no phone number avaiable, to let you now it has arrived. After 10 business day if your online order is not picked up, from the date of delivery, it will be subject to returning to the manufacturer with a 20% non-refundable charge and 80% refundable to your in-clinic account as credit.

My pet won’t eat this food!

All of the veterinary diets we sell through our store have a 100% satisfaction guarantee. If your pet doesn’t like it, we can get you a full refund. The 10 day return/exchange window does not apply to food returns. Please call 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 cancel my auto-ship food order?

You can cancel your auto-ship food order at any time by logging into the site and canceling 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. 

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. Unopened supplements will be dealt with on a case by case basis.

This item won’t fit my pet. Too big or too small.

We can exchange the item you bought with the same item in a different size within 5 days of purchase. The item must be in original packaging and be in saleable condition. If it is after the 5 day exchange window, restocking fees of 7% will apply. If you have concerns about sizing, please call us for advice.

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.

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 product and to whom, in the recall notice.

Can I return this?

SEASONAL ITEMS ARE FINAL PURCHASE AND WILL NOT BE ACCEPTED FOR RETURNS
This includes, but not limited to, the Categories: Summer Supplies and Halloween. Other Categories that are considered seasonal will not be accepted under return policy and are final purchase.

It depends on what this is but likely yes!

There is a 10 day window to return an item from the day it is received into the hospital or delivered to your home. The return must be in a shape where it can be resold (unused, tags attached, no visible damage).  Because of this 10 day window, we recommend that you open your order as soon as you receive it and even welcome you to open your order in the clinic when you pick it up.

If it has been more than 10 days since the order was delivered but the item can be resold, we can likely still get a refund for you but there will be a 7% restocking fee deducted from your return.

The above returns will be applied as a credit to your clinic account and will not be reversed onto your credit card or returned in cash. We can assist you in ordering a more suitable product directly and you can use your credit towards that purchase. 

If the item is not in ‘salable’ condition (as described above), we may not be able to facilitate a return for you.