Frequently Asked Questions
Frequently Asked Questions
Find answers to common questions about ordering pet medications, prescriptions, shipping, and more. If you don't see your question here, feel free to contact us.
Ordering & Products
Do you require a prescription for all products?
No, only prescription medications require a valid veterinary prescription. Many of our products, such as supplements, dental care items, and some preventatives, are available without a prescription. Products that require a prescription are clearly marked on the product page.
How do I submit my pet's prescription?
You can upload your prescription during checkout, or email it to us at support@petmedstoyourhome.ca. We accept prescriptions from licensed Canadian veterinarians. Your prescription must include your pet's name, your name, the medication name, dosage, and your vet's signature.
Can I request a product that's not listed on your site?
Absolutely! Visit our Product Request page to submit a request. We'll do our best to source the product for you and will contact you within 1-2 business days with pricing and availability.
Are your products authentic and safe?
Yes, all our products are sourced from authorized Canadian distributors and manufacturers. Our medications are Health Canada-approved. Some are human-labelled medications that veterinarians may prescribe for animals; these are dispensed only on a valid veterinary prescription.
Do you offer generic alternatives?
When available, we offer both brand-name and generic options. Generic medications contain the same active ingredients as brand-name versions. Check individual product pages or contact us for availability.
Do you offer per-tablet or per-dose pricing?
Yes! For many prescription medications, we offer flexible per-tablet pricing so you can buy exactly what you need. Prices are shown per tablet on the product page. A dispensing fee of $8.99 applies per prescription product and is added at checkout.
Shipping & Delivery
Where do you ship?
We ship within Canada only. Over-the-counter products ship to all provinces and territories. Prescription medications are dispensed only where permitted under applicable pharmacy laws. We do not ship internationally.
How much does shipping cost?
Standard shipping is $9.99 to Ontario & Quebec (free on orders $99+), $12.99 to other provinces (free on orders $149+), and $29.99 to the territories (free shipping not available). Express shipping is $19.99 (ON & QC), $22.99 (other provinces) or $39.99 (territories) and is always charged. See our Shipping Policy for details. Rates are subject to change without notice.
How long does delivery take?
Standard shipping typically takes 5-7 business days. Express shipping takes 2-3 business days. Please note that prescription orders may take an additional 1-2 days for verification before shipping.
Can I track my order?
Yes! Once your order ships, you'll receive a tracking number via email. You can use this to monitor your shipment's progress.
What if my pet needs medication urgently?
We offer express shipping for urgent orders. Please contact us directly at support@petmedstoyourhome.ca or call +1 (226) 336-2296 during business hours, and we'll do our best to expedite your order.
Prescriptions & Veterinary Requirements
How long is a prescription valid?
In Canada, veterinary prescriptions are typically valid for one year from the date of issue, unless your veterinarian specifies otherwise. We cannot fill expired prescriptions.
Can you contact my vet to get my prescription?
Yes, we can contact your veterinarian on your behalf to obtain or verify your prescription. Please provide your vet's contact information during checkout or when you contact us.
What if my prescription has refills?
If your prescription includes refills, you can reorder the same medication without submitting a new prescription, as long as it's within the valid period and refills remain available.
Do I need a prescription for flea and tick prevention?
Some flea and tick preventatives require a prescription, while others don't. Check the product page for specific requirements. Products like Bravecto, Simparica Trio, Revolution Plus, Heartgard Plus, NexGard Spectra, and Apoquel require a valid veterinary prescription. Products like Advantage II, K9 Advantix II, and Capstar do not require a prescription.
Payment & Pricing
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), debit cards, Apple Pay, Google Pay, and Shop Pay.
Why is there a dispensing fee?
Dispensing fees cover the cost of prescription verification, pharmacist review, packaging, and quality control. Our dispensing fee is $8.99 per prescription product (not per tablet), shown separately at checkout. Over-the-counter products and supplements have no dispensing fee.
Do you offer price matching?
If you find a lower price from a Canadian licensed pharmacy for the same product, please contact us and we'll review it.
Can I use my pet insurance?
Yes! We provide detailed receipts that you can submit to your pet insurance provider for reimbursement. Check with your insurance company about their coverage and claim process.
Returns & Refunds
What is your return policy?
Due to health and safety regulations, we cannot accept returns on prescription medications or opened products. Unopened, non-prescription items can be returned within 30 days of purchase for a refund or exchange.
What if I receive the wrong product or a damaged item?
If you receive an incorrect or damaged product, please contact us immediately at support@petmedstoyourhome.ca with photos of the item. We'll arrange for a replacement or full refund at no cost to you.
Can I cancel my order?
You can cancel your order before it ships by contacting us as soon as possible. Once an order has shipped, it cannot be cancelled, but you may be eligible for a return depending on the product type.
Account & Privacy
Do I need to create an account to order?
No, you can check out as a guest. However, creating an account makes it easier to track orders, save prescriptions, and reorder products quickly.
Is my personal and pet information secure?
Yes, we take privacy and security seriously. Personal and prescription information is protected and handled in accordance with Canadian privacy laws (PIPEDA). We never share your information with third parties without your consent, except as required for order fulfillment and prescription verification.
How do you store my pet's prescription information?
Prescriptions are stored securely and are only accessible by authorized pharmacy staff. We retain prescription records as required by the Ontario College of Pharmacists.
Licensing
PetMedsToYourHome.ca is operated by Country Hills Pharmacy, accredited by the Ontario College of Pharmacists (Accreditation #305301). See our Licensing & Accreditation page.
Still Have Questions?
If you didn't find the answer you were looking for, we're here to help!
- Email: support@petmedstoyourhome.ca
- Phone: +1 (226) 336-2296
- Contact Form: Visit our Contact Us page
- Business Hours: Monday – Friday 9:00 AM – 6:00 PM ET | Saturday 10:00 AM – 3:00 PM ET
You can also check out our blog for helpful articles about pet health, medication guides, and seasonal care tips.
