Pickup, Delivery & Returns Policy
In order to ensure that we meet your expectations for both pickup and delivery, we want to make sure that we're all on the same page...
Pickup (in addition to delivery) is only available in Calgary, while in Edmonton we only offer delivery at this time.
Most orders are ready for pickup after 24 business hours (Monday - Friday) at our Calgary Clinic, and we will send you a confirmation email letting you know that your order is ready for pickup. We kindly ask that you wait until you've heard from us by email to come by to collect your order, just in case something is out of stock or there is another unexpected delay. Our clinic is open for pickups between 8:00 a.m - 4:45 p.m Monday through Friday and closed on the weekend and all Stat Holidays.
All items will be delivered via Canada Post Express Mail and you will receive an email directly from them with a tracking number once it leaves our building. Vets To Go can't make any changes/cancellations to your order once it has been put into the Canada Post System, so you will have to contact Canada Post directly for all delivery-related inquiries. Once your package is entered into their system, you have access to the same information we do - you can track your package through their system. We can't give you any more information about the delivery or tracking than they can, so please refer any questions to them directly.
Generally speaking, your package will be delivered the next business day from when we provide it to Canada Post. If it ships on a Tuesday, you should get it Wednesday. If it's sent on Friday, you should see it Monday (unless there's a holiday in there, which adds a day). Keep in mind that there may be occasional delays due to weather, etc., which would be the responsibility of Canada Post. We strongly encourage you to order at least a few days prior to needing your food or supplies, in case a delay does happen.
Once your package is entered into their system, you have access to the same information we do - you can track your package through their system and check on its progress until it's delivered. Keep in mind that we can't give you any more information about the delivery or tracking than they can, so please refer any questions to them directly.
Also, once your order has left our care, Vets To Go cannot be held responsible for theft, damage, or any changes in temperature or weather that may affect product integrity. Most orders will be delivered with your regular daily mail, and if you're concerned about any of the issues noted above, we recommend making sure someone is home during the day to receive the delivery or that you ask a trusted friend of neighbour to collect your package. Alternatively, we can deliver your order to your office anywhere in Alberta for added convenience.
While we’d love to be able to offer a return policy as liberal as Wal-Mart or Amazon, we’re a small business and each item you buy from us is custom ordered just for you. Please take a look at our Order Cancellation and Return/Refund Policies below so you understand our policies relating to online orders and if you have any questions please don’t hesitate to contact us at 1(888) 995-8387!
Order Cancellation Policy
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.
RECURRING ORDER CANCELLATIONS:
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 placedthrough 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.
RETAIL ITEM RETURNS/REFUNDS
Sometimes our clients change their mind about an item once they get it home and we’re happy to work with you to return it. In order for us to process a return the client is responsible for delivering the item back to the Vets To Go Head Office, located at 635 36 Ave NE Calgary, AB T2E 2L8 during regular business hours.
Once we’ve received the items at our Head Office we can either exchange the item or process a refund (minus a 30% restocking fee unless the item had a manufacturer’s defect). Refunds may take up to 24 hours to process and 5-7 business days to reflect on your account depending on your bank. Unfortunately, we’re not able to refund shipping charges.
FOOD & TREAT GUARANTEE & RETURNS
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, located at 635 36 Ave NE Calgary, AB T2E 2L8 during regular business hours.
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.
SHIPPING Rates & order processing
As a convenience for our clients, we can deliver a wide range of veterinary products including pet food, nutritional supplements, and medical supplies right to your door! In some cases, your order will be shipped FREE if you meet the minimum shipping limits explained below.
Supplies, Supplements, and Retail Items: Delivery for these items is free for orders over $59! If your order doesn’t meet the minimum-shipping limit for free delivery (before taxes), we only charge a flat rate delivery fee of $8.95 per order. Or, you can add additional items such as treats or pill pockets to your order so that you meet the free delivery minimum.
Pet Food: Delivery is free for pet food orders over $99! If your order falls under that amount (before taxes), a $12.95 food delivery fee applies. We suggest adding additional items such as dog treats or pill pockets to your order so that you meet the minimum to get free delivery.
Mixed Food & Retail Orders: If you place an order online that contains both pet food and retail items, your order minimum (before GST) must be $99 to qualify for free delivery or a $12.95 delivery fee applies. Pet food is really heavy to ship and Vets To Go is already subsidizing a large portion of delivery costs so we can offer pet food delivery as a convenience for our clients.
All orders will be delivered via Canada Post Express Mail, which includes shipping and delivery confirmations by email so you can track your package in real-time.