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Shipping & returns

Home Delivery Option

Items are delivered to your home via Purolator Courier. Typically orders take 24 hours to process and are shipped between 2-3 business days after processing.

Shipping price varies based on weight and delivery location. (Shipping cost calculated at checkout)

Orders are shipped to our clinic and can be picked up normally within one to two business days.

Returns can be made within 5 business days with no restocking fee. Any returns made after 5 business days will be subject to a 10% restocking fee. With exception to food palatability, food can be returned with 100% credit. 

Purolator does offer the option to have packages left at your door without a signature by completing this form and obtaining a Signature Not Required (SNR) sticker.

How long will it take to get my order?

Standard delivery takes between two and three business days to be shipped to your home or our hospital - depending on which delivery method you choose. If you choose to ship to our hospital, we will notify you as soon as we receive your shipment,. 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.

Damaged Goods

Any damaged goods received by the hospital will be returned to the supplier and replaced with new product. We will inform you at the time of delivery to let you know the goods were damaged and that we’re working on getting you new product. If you notice that your goods are damaged after picking up your order, please let us know within 5 days of when you received your order so that we can work on getting you a replacement or a credit. Please email reports of damage including a picture to info@healthypawsvet.ca.

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 at our hospital. Due to most return policies having 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

If you receive an error in your order please email info@healthypawsvet.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 so please alert us to any errors as soon as possible so we can correct it for you. We encourage you to open your package when you pick it up from the hospital to make sure your order is correct.

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 above 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 Healthy Paws Forward Veterinary 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 above 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 Healthy Paws Forward Veterinary Hospital account and will not be reversed onto your credit card or returned in cash.