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FAQs

Ordering

How long does my order take to arrive at my home?

All orders received by our office before 3:00 p.m. will be mailed on the next business day. In some cases, an item may be considered a “special order item” or on backorder with our vendor and this may add an extra day or two for us to get your items in-clinic. In these cases, it will generally add a few extra business days to the delivery time frame and someone from our team will contact you to let you know about the delay.

  • Friday Orders: Orders placed on a Friday (before 3:00 p.m.) will go out for delivery the following Monday.
  • Weekend Orders: Order placed on a weekend (or after 3:00 p.m. on a Friday) will go out for delivery the following Tuesday.
  • Stat Holiday Orders: Orders placed on the day before a Stat/Provincial Holiday (before 3:00 p.m.) will go out for delivery on the following business day.For example, if an order is placed Friday before 3:00 p.m. and Monday is a stat holiday, the order would go out for delivery on Tuesday.

Do I have to sign up for a new account to order online?

You do not need to create an account to place an order with us. However, we recommend setting one up so that you have your complete order history all in once place. Also, if you create an account, you'll be able to sign up for our recurring order program to have your food and treats shipped out on a regular basis.

How do I track the status of my order?

You can track the status of your order by logging into your account and clicking on "my orders". 

Can I cancel my order?

If you need to cancel an order, if it’s done on or before 3:00 p.m. the same day the order was placed online there will be a 100% refund processed. Refunds may take up to 24 hours to process and 5-7 business days to reflect on your account depending on your bank.

If an order is cancelled after 3:00 p.m. the same day or any day following, the order will be cancelled and refunded, minus a 30% restocking fee. If your items have already been inducted into the Canada Post system for delivery, unfortunately we can’t get the parcel back. Once your order is delivered you’ll have to follow our standard retail return process, which may be subject to a restocking fee.

Can I cancel I my recurring order?

All clients on the recurring order program receive a reminder email 5 days before their order is placed. If a recurring order is cancelled before the order is automatically placed through our online system there will be no charge to your credit card. If the recurring order is cancelled after the automatic order has been placed, our standard order cancellation policy above is in effect.

If you’re set up with recurring orders and find you don’t need an item ordered at the moment, we recommend changing your recurring order to a future date instead of allowing the order to be placed automatically and then cancelling and requesting a refund. For information about editing a recurring order, please click here.

You can track the status of your order by logging into your account and clicking on "my orders". 

Does Vets To Go offer a product guarantee on food?

All food items we carry have a palatability guarantee and will be refunded in full (minus applicable shipping costs) if your pet doesn’t like a particular food flavour. In order to receive a refund, the client is responsible for delivering any unused food item back to the Vets To Go Head Office.

You can mail your product here:

Vets To Go
635 36 Ave NE
Calgary, AB
T2E2L8

Once we’ve received the item by our Head Office we can exchange the food for another flavour or process a refund under the manufacturer’s palatability guarantee. Refunds may take up to 24 hours to process and 5-7 business days to reflect on your account depending on your bank.

Do you offer automatic ordering for pet food?

Yes! Our recurring subscription order system makes it easy to get your pet's food and treats delivered on a schedule that works for you. To set up a recurring order, you just need to select the option when placing an item in your cart and follow the system prompts to set up your delivery schedule. Once your recurring ordering is set up we'll email 5 days before your next order goes out to make sure you still need it. And the best part is you'll get a 5% discount just for using the automatic ordering program!

What forms of payment do you accept?

We accept all major credit cards, including Visa, MasterCard, and American Express.

We can also accept payment via Interac eTransfers. This service is offered by all major financial institutions in Canada and allows you to send us payment using your bank account instead of credit. Please visit this site to learn more about eTransfers: http://interac.ca/en/interac-e-transfer-consumer.html

How can I place an order by phone or email?

If you prefer to place your order by phone, please call our Client Services Team at 1 (888) 995-8387. Our team is available Monday – Friday, 8 a.m. – 8 p.m. and 8 a.m. – 6 p.m. on weekends.

You can also click here to send us a message.

Delivery/Pickup

Can I pick up my order?

Yes! When placing an order just choose the "Pickup" option, and we'll hold your order at our Calgary Clinic. The clinic is open Monday – Friday, 8 a.m. – 4:45 p.m.  for pickups and you’re welcome to pick up your order anytime during business hours. Please note that this location is closed on weekends and stat holidays.

How much does it cost for delivery?

Within Alberta: If your order totals more than $99 (before taxes), we’ll deliver your entire order for FREE!

If your order is less than $99, we only charge a flat rate within Alberta of $12.95 per order (not per item!). If you’re just shy of the minimum delivery limit, we suggest adding a bag of treats or some pill pockets to your order so you can qualify for free delivery.  As you can imagine, pet food is expensive to ship, so we're doing our very best to make convenient, at-home delivery of your pet's high-quality food as cost-effective as possible.

Outside Alberta: Orders delivered to an address in any other province outside of Alberta will be charged a flat rate of $65.00. We are working towards providing real-time shipping rates for clients to be able to provide more competitive shipping rates for out-of-province clients. 

What is your delivery service area?

If you're a Vets To Go client, we can deliver to you - without exception!  That means anywhere in Alberta, we're able to deliver to you - and the cost and delivery terms are the same.  We're the only Alberta-based company that's delivering high-quality pet food, 5 days a week!