Shipping & returns
Shipping:
Items are delivered to your home via Purolator Courier. Typically orders take 24 hours to process and are shipped between 1-3 business days after processing. Expected arrival date will be stated during checkout.
Standard shipping is available across all Canadian provinces; some restrictions apply to specific locations. Shipments to rural addresses may exceed the standard shipping delivery window and may not be available for Ship to Home. Shipments are not available to post office box addresses.
Shipping costs are based on the products ordered. Due to size and/or weight, certain items bare a shipping surcharge or special handling fee, which will still apply. Total shipping charges are automatically calculated during Checkout prior to completing your order. Free shipping is available on any order over $20.00 + applicable taxes.
Please be aware that if you are not home to receive it and do not have a Signature Not Required (SNR) sticker on your front door, the shipment will redirect back to the closest Purolator depot. In that case, you need to pick up the order from the Purolator location.
Please be aware that not all carriers provide heated service nor do warrant for damage due to freezing. When the temperature drops below -20°C liquids and perishable items are highly susceptible to freezing, therefore you will be ordering at your own risk during these periods of inclement weather (below -20°C) . Clinic is not responsible for orders stolen, frozen, melted, or otherwise compromised when shipped to home.
Pick Up:
Orders shipped to our clinic can be picked up within 4-5 business days and up to 21 business days. NO DELIVERY FEE for pick up orders.
Returns:
7 Day return policy on all accessories and apparel (Shipping is not included in return). The item must be in the original packaging and unused and returned within 7 days to be eligible for a return. All items must be brought to the clinic to be returned.
Contact the clinic for information on food exchanges or returns.
All Food Products are 100% Guaranteed by our partner food companies and can only be returned for the following reasons:
- Palatability: Pet does not eat the food
- Quality: Problem with the quality of the product.
- Safety: If the bag is opened on arrival or the product is defective in look or smell.
All items must be returned in the original packaging and over half full to be considered for return. If the original package is not present or the bag is less than half of the quantity empty, a return will not be eligible.