Pet Owners FAQs

Ordering Online:

Q: What are the benefits of buying through the WebStore for me?
A: Our WebStore will offer you the convenience to shop for your pets products whenever you have the time.  We understand that it is sometimes inconvenient for you to come into our office and the WebStore will provide you 24/7 service.  You can have the product shipped directly to your home, cottage or office or maybe you want to pick it up in our clinic.  We will send you an email letting you know when your order is ready to be picked up.

Q: Who manages your WebStore?
A: All of the products, prescriptions and approvals are strictly controlled by our clinic.  You are ordering directly with us but with convenience of ordering whenever you have the time.

Q: How do I register to be able to shop on your WebStore?
A: You can ask any of our staff members to register you for WebStore shopping.  The only information we will need is your e-mail address.  Once you are registered, an email will be automatically sent to you, providing you with your unique password.  You can change that password at any time through the WebStore.  And rest assured that your email address or contact information will never be made available to anyone else.

Q: If I don’t have internet access, can I still have my order shipped to my home?
A: Absolutely.  Our staff can still register you for home deliver and will take your order over the phone.

Q: Who do I contact if I have problems with my order?
A: As you would now, for any orders that you have a question about or a problem, you will contact our clinic directly.

Q: Will you send me reminders when I should be almost out of the product?
A:  Yes. For all prescription medications and therapeutic diets, the WebStore will automatically send you a reminder to reorder. This will help ensure that you do not run out of the product, thereby improving the benefits of the product to your pet.

Payment and Prices:

Q: Will I pay the same price if I order through the WebStore?
A: You will pay the same price for our products through the WebStore that you would in our clinic.  For home delivery, there is a nominal shipping charge added, which you will see before placing your order.

Q: What forms of payment do you accept?
A: We accept both Visa and MasterCard.

Q: When will I be charged?
A: We don’t charge your credit card for items until they ship.

Q: Why do I see a charge for an amount $10 more than my order total?
A: When you initially place the order online, your credit card is pre-authorized for $10 more than the amount of your order to ensure the amount is available when the order is shipped. Your credit card isn’t actually charged until the order is shipped.

Q: What sales taxes are charged on online orders?
A: All orders are charged HST (13%). The tax is applied at checkout and is shown in the subtotals.

Safety and Security:

Q: Is my credit card safe?
A: Yes, Our WebStore utilizes all the latest security protocols to ensure that your information is safe.  The WebStore service has been in operation for over 11 years and has never experienced a security breach.

Q: How are my pet’s prescription medications and therapeutic diets handled?
A: Our staff will register all your prescription medications and therapeutic diets onto your WebStore account.  These products will be approved by your Veterinarian for either a specific number of refills or a specific time frame.  When you sign onto our WebStore, all of your prescription medications and therapeutic diets will already be listed for you.  Ordering is as simple as adding it to your shopping cart. As long as your order is valid according to these parameters, your order will automatically be approved and your order will be delivered.  If your order falls outside these parameters, your veterinarian will be notified and they will decide what the appropriate course of action is, whether that is to arrange an appointment for your pet or to approve the order for one more refill.  This ensures that you cannot re-order prescription products that may not be beneficial to your pet.   

Q: Could I order the wrong prescription medication through the WebStore?
A: No.  Your pet’s prescription products are strictly controlled by your veterinarian.  In fact, you cannot even see any prescription medications or therapeutic diets that your pet does not have a prescription for, eliminating the possibility of ordering the wrong product.

Q: Why not order from a different on-line stores?
A: Ordering through our WebStore is faster and safer for your pet. All of your pet’s prescription medications and diets are strictly controlled by your veterinarian through our WebStore.  When you order from some other on-line pet stores, they are required by law to try and validate your order through your veterinarian, introducing time delays and potential errors. In fact, some of these on-line stores advertise that no prescription is required, potentially putting your pet’s health at risk.


Q: How quickly will I receive my order?
A: Most orders should arrive at your door within 2-3 days.  Shipments are delivered either through Purolator overnight (non-prescription medications) or Canada Post Express Overnight (Prescription medications).  For in-clinic pick-up, the order will be available in 1-2 days.

Q: I live in a remote area. Can I still have food and prescriptions delivered?
A: Yes, but you will need a home street address or we can ship to an alternate address (i.e. work). We cannot ship to a P.O. Box. And remember, you can have the product shipped to locations other than your home, like work, the cottage or another family member.

Q: Do I have to be at home to receive my delivery?
A: For Purolator orders (all products other than prescription medications), if you are not home to accept the parcel, then Purolator will contact you to arrange a specific delivery location that will work for you.

Q: What are shipping fees?
A: There are two different types of shipping charges.

  • For any prescription medication orders, these must be shipped directly from our      practice to you using Canada Post Xpress Post.  These cushioned envelopes can typically hold 2-3 boxes of medications, depending upon the size of the product.  The cost for shipping prescription medications is $10.95.
  • For all non-prescription products (therapeutic diets, toys, treats, etc.), they are shipped directly from our distributor by Purolator (in Ontario) and Nationex (in Quebec).  The charge for these shipments is $7.95 anywhere in Ontario.  These shipments can hold up to the largest bag of food (around 16KG).  For example, you can order an 8KG bag of dog food, some treats and a kong for the one shipping charge.  If your order cannot be shipped in one of these boxes, then an additional shipment will have to be charged and this additional shipping charge will be displayed to you before you place your order.



2201 Brant Street. Suite 102
Burlington, Ontario L7P 3N8
T: 1.877.788.5028
F: 1.866.770.4427

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