Setting up Your Account

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/junk folder. If you are unable to find it, contact us and we can activate your account manually. 

Ordering

I am unable to confirm my payment

The most common cause is an improperly formatted postal code. Follow the example text (A1B 2C3) and ensure there is a space. 

Do you ship to my address

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

I can't find place to enter my coupon code.

On your cart page, there is a drop-down section titled >> Discount Codes and Vouchers. Clicking on that will open the form to enter your code.

Can I Order Over the Phone?

As we are a full 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 from emergencies. 

Do I need a prescription to order veterinary exclusive food?

None of our products on the webstore require a prescription the same as other pet supply stores. 

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 symbol. 

I've recieved a message from my credit card/bank that there were two charges

Recently we've noted some customers have been getting alerted about pending charges. These are normal when shopping on line. 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.