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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.

 

Can my order be shipped to my home or work?

Yes it can! On check out, you can choose to have your order delivered to our practice and you can pick it up here for free during our regular business hours. You can also elect to have your order delivered to your home for a fee which will be estimated at check out. Delivery fees vary based on your location and the weight of your order. Please note that you must be home to receive the delivery or it may be delivered to a Purolator Shipping Agent.  Please visit https://www.purolator.com/en/ship-track/find-location.page to see the closest agent to you.

 

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 (which is why the package is left at the Shipping Agent location instead of on your porch).  If you do have an arrangement with Purolator to have packages left on your doorstep when you are not home and that package disappears we are regrettably unable to do anything to compensate you.

 

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. Because most of the return policies have a 5 day time frame for refund from the day the package is delivered to the hospital you should aim to pick up and review your order within that time frame. 

 

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 email admin@foothillanimalhospital.ca so we can correct this for you.  There is a 5 day window to return an item from the day it is received into the hospital or delivered to your home so please alert us to any errors as soon as possible so we can correct it for you. If you pick your order up in clinic, we welcome you to open it here and check the contents before you leave. We can even recycle that box for you if you would like!

 

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. The 5 day return window discussed below does not apply to food returns. Please call ahead and ask about food return policies if you have any questions as the return policy differs between companies. Refunds on food will be applied as a credit to your Foothills Animal Hospital account and will not be reversed onto your credit card or returned 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.  The 5 day return window discussed below does not apply to most supplement returns. 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 and will not be reversed onto your credit card or returned in cash.

 

Can I return this?

It depends on what this is but likely yes!

There is a 5 day window to return an item from the day it is received into the hospital or delivered to your home. The return must be in a shape where it can be resold (unused, tags attached, no visible damage).  Because of this 5 day window we recommend that you open your order as soon as you receive it and even welcome you to open your order in the clinic when you pick it up. We can even recycle that box for you if you would like!

If it has been more than 5 days since the order was delivered but the item can be resold, we can likely still get a refund for you but there will be a 20% restocking fee deducted from your return.

The above returns will applied as a credit to your Foothills Animal Hospital account and will not be reversed onto your credit card or returned in cash. We can however assist you in ordering a more suitable product directly from our distributor and you can use your credit towards that purchase. 

If the item is not in ‘sellable’ condition (as described above) unfortunately we may not be able to facilitate a return for you. 

 
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