Shipping & Returns

How long will it take to get my order?

Typically it takes between 2-3 business days to receive your order.  Occasionally an item may be a “special order” or may be on back order with our distributor and this can delay delivery. Please contact our front desk if you are running low on a product and are concerned about delivery time.

What are my shipping options?

1. Orders can be delievered to Foothills Animal Hospital for pick up at no charge. You will receive an email when your order is available for pick up. 
2. Orders can be shipped via Purolator to the address of your choice. There is no shipping fee for orders over $50. The cost of shipping for orders under $50 will be estimated at check out. Delivery fees vary based on your location and the weight of your order. Purolator Your Way will allow you to track your package and customize your delivery preferences. Please visit their website for more information. 

Damaged Goods

We are so sorry that your order was damaged! Please let us know within 5 days of delivery what the damage is so that we can work on getting you a replacement or a credit. Please email reports of damage including a picture to admin@foothillanimalhospital.ca

What if the delivery to my home is stolen?

Foothills Animal Hospital is not responsible for any packages that are stolen or go missing from your doorstep after delivery. Please use Purolator Your Way to communicate your delivery preferences with your Purolator delivery person. 

What if I live in an appartment or condo, and would like at home delivery? 

Purolator will attempt delivery to the address provided; however, delivery to apartments and condos may depend on building access. 

If the driver cannot enter the building or reach the unit directly, the package will:

• Be redirected to the closest Purolator pickup location for secure collection. It will be held there for 5 business days.
• Have a delivery notice card left (when possible) and may trigger a text to the client’s phone number.
• Show tracking updates with the package’s location.

Including buzzer numbers or access instructions in the shipping address will help avoid delays in delivery. 

How long will you hold my order when it's delivered to the hospital?

There is no official length of time that your order will be held in clinic but due to a shortage of space we appreciate you picking your order up as soon as possible after it is received here.  

This is not what I ordered

We are sorry that you received something different than what you were expecting. Because actual humans pick and pack these orders there are bound to be mistakes on occasion. Please call us at 403-938-3791 or email admin@foothillanimalhospital.ca so we can help correct this for you.  

My pet won’t eat this food!

All of the veterinary diets we sell through our store have a 100% satisfaction guarantee. If your pet doesn’t like it we can get you a full refund. Some of the non-veterinary diet options can also be returned for refund. Please call ahead and ask about food return policies if you have any questions as the return policy differs between companies. Refunds on foods can be be applied as a credit to your Foothills Animal Hospital account or reversed onto your Visa/Mastercard. Unfortunately we cannot process returns onto a debit card or authorize refunds in cash.

Can I return a supplement that my pet won’t take?

Many of the over the counter products we offer on our website can be returned for refund if your pet doesn’t like it.  Please call ahead and ask about return policies if you have any questions as the return policy differs between companies. Refunds on supplements will be applied as a credit to your Foothills Animal Hospital account or reversed onto your Visa/Mastercard. Unfortunately, wecannot process returns onto a debit card or authorize refunds in cash. 

Can I return this?

It depends on what this is. Our distributor does not allow for us to return anything back to them for a credit once it has been couriered to the clinic or delivered to your home. We understand the inconvenience this poses so we always try to help get you refunds from the company who manufactures the products you've purchased. Unfortunately, there may be times that we may not be able to facilitate a return for you. If you are worried about the possibility to return something, contact our front desk prior to purchasing so that we can look into return/refund options for you.