Frequently Asked Questions

All the products on the on line 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 who sold you the product.

The day you place your order is not the day your order will ship out. Typically, it takes between 2-3 business days to receive your order. Purolator will be the carrier of choice.

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 whom you placed the order with. 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 our regular business hours (email notification will be sent reminding you that the order is ready for pickup).

Please contact the veterinary hospital you are associated with so they can rectify the situation.

All of the veterinary diets sold 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 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 canceling it. If an order was charged to your card and you realize you no longer need to have that product, contact the veterinary clinic you are associated with ASAP. The veterinary clinic returns policies may vary depending on each concern.

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 resaleable condition. If you have concerns about sizing, please call your veterinary hospital for advice before you order.