Frequently Asked Questions

I know the name of the product I’m looking for but it doesn’t show up when I search for it

The easiest way to search for a specific product is to type its name into the search bar at the top of your screen and then press on the spy glass icon. When the search screen opens, uncheck the “Advanced Search” box and then press the “search” button.  If your product still doesn’t appear on the first page of your search, make sure that your sort option is “Name: A to Z” and then skip through the pages until you find your product.

Still can’t find your product? Please contact our front desk for assistance. We know how frustrating it can be when you can’t find what you’re looking for!

I know what kind of product I want but I don’t know its specific name

If you are looking for a product but you don’t know specifically what it would be called you are best to use the categories and then browse the products within it. For example, if you are looking for a joint supplement you could navigate to the “Joint Health page” under the “Wellness” category located on the home page. Once there, sort your page by “Name: A to Z” and browse the available products.

Not sure what product would be best for you pet? Please contact our front desk for assistance. We are happy to make a recommendation for you!

I don’t see the specific product I want. Can you get it in?

There are many items available through our distributor (with more added every day) that we cannot showcase all of them. If there is a specific product you are interested in or are currently purchasing for your pet, please email its name and as much information as you can (size, flavor, etc.) to admin@foothillanimalhospital.ca

What happens when the product I want is out of stock?

If the availability on the product you are interested in says “Out of stock” you will not be able to add it to your cart or to your wishlist. You will be given the option of “Notify me when available”. If you click on this, the site will email you when the product you are interested in is available again. You can also see a list of products you are waiting to be notified about in your account under “Back in stock subscriptions”. If a product you are hoping to purchase is out of stock, please email to let us know. Often times, we can find out approximately when that product will be available again and we can pass that information on to you.

There are a lot of products. How do I choose?

There is no shortage of different diets, treats, supplements and toys for our pets. We have tried to be very inclusive in the products we have available in our online store. Because of this, you will find certain products in our store that our staff are unfamiliar with or wouldn’t normally endorse or recommend. We did this in the hopes that clients can see all options available to them and create a dialogue with your pet’s veterinary team. We are happy to help you choose the best products for your pet so don’t hesitate to contact us by phone or email so that we can discuss options for you and your pet.

What is the Recurring Payment option I see for some foods?

Some of our Veterinary Diets have a recurring order option where you can set how often you wish to order the diet and then it will automatically be billed and shipped to you. These recurring orders have a discount associated with them so not only do you no longer have to remember to order your food but you are also going to save money! The discount applied varies by manufacturer so please check this discount on the food you are considering purchasing.

Can I change how often I get my recurring order or stop it altogether?

If you find that you are going through food more quickly or slowly than you had anticipated, or if you require a new diet and no longer wish to receive the food on your recurring order, you are able to edit it. You can manage your recurring orders through your account by going to your order history and clicking on 'Cancel Payment' for the order you wish to change. You can then set up a new recurring order. Unfortunately if you want to make changes to a recurring order but don't edit it before you receive the email that it has been shipped, you will be unable to stop that order from coming. See our return policy for how you would return that food.

Why can’t I buy more than 1 item at a time?

If you are purchasing and setting up a recurring order the system will only allow you to purchase one item at a time. If you aren’t setting up reoccurring orders you will be able to purchase multiple items at one time.

I have your app. Can I get my reward stamps?

We would love to apply your reward stamps! As stated in our loyalty reward program rules, it is the client’s responsibility to request the stamps be applied to the reward card. When you place an order via our online store you can forward your order confirmation to the front desk team and request your stamps be applied (admin@foothillsanimalhospital.ca). You have 7 days from the date of purchase to request your stamps be applied. Earn 1 stamp for every $100 spent per invoice.  Please refer to the app for other stipulations.

Everytime I go to checkout I get an error code "No Source Supplied"

Currently our store doesn't work with Internet Explorer. Try signing in on a different browser and your order should go through without issue.