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. We only carry genuine, Health Canada-approved medications and products that meet strict quality standards.
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 and are equally effective. 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 — whether that's 1, 3, or 6 doses at a time. 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 currently ship to all provinces and territories across Canada. We do not ship internationally.
How much does shipping cost?
We offer free standard shipping on orders over $150. Standard shipping is $14.90 and express shipping is $21.90 for orders under $150.
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 consultation, packaging, and quality control. This is a standard practice for prescription medications in Canada. Our dispensing fee is $8.99 per prescription product.
Do you offer price matching?
We strive to offer competitive pricing on all our products. If you find a lower price from a Canadian licensed pharmacy for the same product, please contact us and we'll do our best to match 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. All personal and medical information is encrypted and stored securely. We comply with Canadian privacy laws (PIPEDA) and never share your information with third parties without your consent.
How do you store my pet's prescription information?
Prescriptions are stored securely in our system and are only accessible by authorized pharmacy staff. We retain prescription records for a minimum of 10 years as required by the Ontario College of Pharmacists.
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 EST | Saturday 10:00 AM – 3:00 PM EST
You can also check out our blog for helpful articles about pet health, medication guides, and seasonal care tips.
