FAQs

Do I need to create an account?

Yes, but we only ask for the same information that we would need for shipping and billing to ensure your order is trackable.

Why can't I log in?

To avoid fraudulent accounts, we send out an activation email to activate your account. If it is not in your inbox, it may be in the spam or junk folder. If you are unable to find it, contact us and we can activate your account manually.

I am unable to confirm my payment

The most common cause is an improperly formatted postal code. Follow the example format (A1B 2C3) and ensure there is a space. Sometimes trying a different browser works as well.

I can't find where to enter my coupon code

On your cart page, there is a dropdown section titled "Discount Codes and Vouchers". Click on that to open the form where you can enter your code.

Can I order over the phone?

As we are a full-service veterinary clinic, we ask that you complete your online order through the webstore. If you have any questions, please feel free to email us to help us keep our phone lines open for emergencies.

Do I need a prescription to order veterinary exclusive food?

While the products on our webstore do not require a prescription, these specialized diets are often recommended by a veterinarian to manage specific health conditions. We strongly encourage you to consult with your vet to ensure that a particular diet is the right fit for your pet's needs.

How do I apply my points?

After confirming your shipping address and method, you will be directed to the payment page that lets you check if you wish to apply your points above the Stripe payment symbol.

I received a message from my credit card/bank about two charges

Recently we've noticed some customers getting alerts about pending charges. These are normal when shopping online. The charges are automatically reversed by our Stripe payment portal and returned to the bank or credit card if the payment is abandoned after a few hours. If your charges are not reversed, contact your bank or credit card as they may decide to hold funds for 5-7 days.

How do I track my order?

Your tracking information will be sent to you in a shipping confirmation email once your order has been dispatched. You can use the tracking number provided to follow your package's progress through Purolator.

Do you ship to my address?

We ship Canada-wide wherever Purolator can deliver. On some occasions, we are unable to provide free shipping on orders over $175 due to remote delivery charges and will contact you with shipping costs. Shipping costs are estimated at checkout.

Why did I not receive free shipping? My order was over the cutoff.

The free shipping cutoff is based on the subtotal after all discounts have been applied.

What is your return policy?

Returns are accepted for defective products only. Returned items may be subject to a restocking fee as determined by the product manufacturer. Please contact us if you receive a defective product so we can assist you with the return process.