Frequently Asked Questions

All products in the online store are strictly controlled by your veterinary hospital of choice. You are ordering directly from them using the convenience of their online ordering site. Any questions regarding lost or damaged products should be directed to the veterinary practice that sold you the product.

Please note that your order will not ship on the same day it is placed. Typically, it takes between 2-3 business days to receive your order. Purolator is our preferred carrier.

Shipping fees, if applicable, will be calculated on the final page of checkout once you have selected the delivery option. If your hospital chooses to set any shipping discounts, these will also be displayed. Please note that any promotions are subject to change at any time.

Please note that Purolator is instructed to leave packages as NSR (no signature required). If you are not home to receive the delivery, it will be left in a safe location on your property. If you live in an apartment or walk-up complex, please ensure that the unit number is clearly indicated on the address you entered. Undelivered home shipments will be forwarded to the veterinary clinic with whom you placed the order. PO boxes are not accepted. You can also choose to have your shipments sent directly to your veterinary clinic for pickup. You can pick it up during the clinic's regular business hours (an email notification will be sent when your order is ready for pickup).

We are sorry that you received something different than what you were expecting. Please contact the veterinary hospital you are associated with so they can rectify the situation.

All of the veterinary diets we sell have a satisfaction guarantee. If your pet doesn’t like it, veterinary hospitals can work with their suppliers for a palatability claim. Please call your veterinary clinic or hospital and ask them about their pet food return policies.

You can cancel your auto-ship food order at any time by logging into the site and cancelling it. If an order was charged to your card and you realize you no longer need that product, contact the veterinary clinic you are associated with ASAP. The veterinary clinic return policies may vary depending on the situation.

Each veterinary hospital will have their own set of shipping and return policies. We suggest you contact them if you have questions about a particular item to ensure it is suitable for your pet before you purchase it.

Contact your veterinary hospital to discuss an exchange of the item you bought. They may charge you a restocking fee. Items must be in resalable condition. If you have concerns about sizing, please call your veterinary hospital for advice before you order.