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Frequently Asked Questions




Q.     What are the benefits of buying through the web store for me?

  1. Our Web Store offers you the convenience of shopping for your pet’s products whenever you have the time. It can be inconvenient for you to come into our clinic to buy thera diets or favourite toys: The Web Store provides you with 24/7 service.

    Ordered products can be shipped directly to your home, cottage or office. We will send you an email letting you know when your order has been shipped.

Q.     Who manages your Web Store?
  1. All of the products, prescriptions and approvals are strictly controlled by our clinic. You are ordering directly from us but with the convenience of ordering “on-line”..
Q.    What do I have to do to be able to shop on your Web Store? Do I have to register?
  1. Registration is very easy to do. Just ask any of our staff members to register you for Web Store shopping. The only information we need from you is your e-mail address. Once you are registered, an email will be automatically sent to you, providing you with your unique password. You can change that password at any time through the Web Store. And rest assured that your email address or any information about you or your pet will never be made available to anyone else.
Q.    Will I receive junk e-mail?
  1. Never! (At least never from us) We will never sell/trade our patient e-mail/postal address lists for any reason.
Q.     If I don't have internet access, can I still have my order shipped to my home?
  1. Absolutely. Our staff can register you for home delivery and take your order over the phone. Call us with your order and once it is processed, it will be shipped directly to your home.
Q.     Will you send me reminders when I need to re-order?
  1. Yes. For all therapeutic diets, the Web Store will automatically send you a reminder to reorder. This will help ensure that you do not run out of products, and continue to give the benefits of continued and consistent care to your pet.
Q.     Is my personal information and credit card transaction secure?
  1. Our Web Store uses secure transaction and encryption technology. Security is immediately activated when you log in. No one can access your personal information transmitted over the web. All names and personal information in our database is encrypted and unreadable without the proper security passwords and is not given out to anyone.
Q.     Why not order from one of those other on-line web stores?
  1. Ordering through our Web Store is faster and safer for your pet. All of your pet’s and diets are strictly controlled by your veterinarian through our Web Store. When you order from some other on-line pet stores, they are required by law to try and validate your order through your veterinarian, introducing time delays and potential errors. In fact, some of these web stores advertise that the Veterinarian's approval is not needed, potentially putting your pet’s health at risk. And we personally know your pet, almost as well as you: the Web Store is just an extension of our office!
Q.     How quickly will I receive my order?
  1. Most orders should arrive at your door within 8-10 business days. Shipments are delivered through courier. For in-clinic pick-up, the order should be available within 2-3 business days.
Q.     Who do I contact if I have problems with my order?
  1. Call us anytime at the number listed at the top of this web page. We are here to help you.
Q.     What if I am not home for delivery?

  1. All items will be delivered by courier. In Ontario and Quebec, you may be required to sign for the order when it is delivered. If you think that you will not be home for the delivery, you need to obtain a sticker from your courier. The details on how to obtain this sticker will be included in your Order Confirmation email. It will also have been included in your registration email.

    Please be aware that it is your responsibility to follow up with the courier for lost or stolen items.

    In Ontario and Quebec, if you do not have a sticker, you may be charged an additional fee for a second delivery.
Q.     Can you ship to PO Boxes?
  1. Unfortunately, we do not ship to PO Boxes.
Q.    Can I change the delivery destination after I have placed the order?
  1. Most couriers will allow you to change the delivery destination after they have made one attempt to deliver your order. However, they may charge you a change fee for this service.
Q.     What if I ship my order to someone else?
  1. If you want your order shipped to work or a family/friends address, when you are checking out, simply put the new street address in the Ship To address under the first line, and put c/o and the person’s name who will be signing for your order under the second line.

          Eg: 
          Street 1: 555 Cub Street, 
          Street 2: c/o Coleen Bradshaw.

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