Frequently Asked Questions
Ordering & Prescriptions
Do I need a prescription for pet medications?
Yes, many pet medications require a valid prescription from a licensed veterinarian. Prescription products are clearly marked on our website. You can upload your prescription during checkout or have your vet send it directly to us.
How do I submit my pet's prescription?
You can submit your prescription in three easy ways:
- Upload a photo or PDF during checkout
- Email it to us at [your email]
- Have your veterinarian fax or email it directly to us
We'll verify the prescription with your vet before shipping your order.
How long does prescription verification take?
Most prescriptions are verified within 24-48 hours during business days. We'll contact your veterinarian if we need any clarification. You'll receive an email confirmation once your prescription is approved and your order ships.
Can I order without a prescription?
Non-prescription products (supplements, accessories, OTC treatments) can be ordered immediately without a prescription. Prescription medications require veterinary authorization before we can ship.
Shipping & Delivery
Where do you ship?
We ship across Canada. All orders are shipped from our Canadian facility to ensure fast delivery and compliance with Canadian regulations.
How much is shipping?
We offer free standard shipping on orders over $75 CAD. Orders under $75 have a flat shipping rate. Express shipping options are available at checkout.
How long does shipping take?
Standard shipping typically takes 3-7 business days within Canada. Express shipping (1-3 business days) is available for urgent orders. Prescription orders ship once your prescription is verified.
Do you ship temperature-sensitive medications safely?
Yes, temperature-sensitive medications are shipped with appropriate cold packs and insulated packaging to maintain product integrity during transit.
Product Information
Are your medications genuine and safe?
Absolutely. All medications are sourced from licensed Canadian distributors and manufacturers. We only sell Health Canada-approved products and follow all Canadian pharmacy regulations.
What is per-tablet pricing?
Many of our prescription medications offer flexible per-tablet pricing, allowing you to order exactly the quantity your pet needs (1, 3, 6, or 12 tablets) rather than being locked into pre-packaged quantities. This saves you money and reduces waste.
How do I know which product is right for my pet?
Always consult your veterinarian before starting any new medication. Product pages include detailed information about uses, dosing, and safety, but your vet knows your pet's specific health needs best.
What if my pet has an adverse reaction?
Stop the medication immediately and contact your veterinarian. Report any adverse reactions to Health Canada's veterinary adverse reaction reporting program and let us know so we can assist.
Pricing & Payment
Why are your prices lower than my vet's office?
As an online pharmacy, we have lower overhead costs than traditional veterinary clinics, allowing us to pass savings on to you while maintaining the same high-quality, Health Canada-approved medications.
What payment methods do you accept?
We accept all major credit cards, debit cards, and Shop Pay for fast, secure checkout.
Do you charge a dispensing fee?
Yes, a small dispensing fee applies to prescription medications to cover the cost of pharmacist review, prescription verification, and regulatory compliance. This fee is clearly displayed at checkout.
Returns & Refunds
Can I return prescription medications?
Due to health and safety regulations, prescription medications cannot be returned once shipped. However, if you receive a damaged, defective, or incorrect product, contact us within 7 days for a replacement or refund.
What about non-prescription items?
Non-prescription items (supplements, accessories) can be returned within 30 days in unopened, original condition for a full refund.
What if my order arrives damaged?
Contact us immediately with photos of the damage. We'll arrange a replacement or full refund at no cost to you.
Account & Privacy
Is my information secure?
Yes. We use industry-standard encryption and secure payment processing. Your personal and prescription information is protected and never shared with third parties except as required for order fulfillment and prescription verification.
Do I need to create an account?
You can check out as a guest, but creating an account makes reordering easier, allows you to track orders, and stores your prescription information securely for future purchases.
Subscriptions & Auto-Refill
Do you offer subscription services?
Yes! Many of our preventative medications (flea/tick, heartworm) are available on a subscription basis. Save money with automatic deliveries scheduled to match your pet's treatment schedule. Cancel or modify anytime.
How do subscriptions work with prescriptions?
Your initial prescription must cover the subscription period. We'll remind you when it's time to get a new prescription from your vet before your next shipment.
Contact & Support
How can I contact you?
Email: [your email]
Phone: [your phone]
Live Chat: Available on our website during business hours
What are your business hours?
Monday-Friday: 9 AM - 6 PM EST
Saturday: 10 AM - 4 PM EST
Sunday: Closed
Have a question not answered here? Contact us and we'll be happy to help!
