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Frequently Asked Questions

 

Why can't I see prices or add items to the cart?

In order to see prices and purchase items from the store you need to register first. Only clients of the Albert North Veterinary Clinic will be approved for registration. Accounts are approved during our regular business hours.

 

Will I still earn Paw Points on my purchases?

Our online store has its own seperate rewards program. You will recieve points on purchases made through the online store that can be redeemed on future orders. Paw Points that are earned through the clinic cannot be used on the online store and points earned in the online store cannot be used on purchases made in clinic. Some diets are eligible for additional discount if set up for auto shipping. 

 

Damaged Goods

We are so sorry that your order was damaged! Our warehouse WDDC is not responsible for damaged orders once they have been handed over to Purolator. Please contact Purolator if your order has been damaged.

 

How long will it take to get my order?

Typically, it takes between 2-3 business days to receive your order.  There are no deliveries on weekends or holidays.

 

How do I pick up my order that was shipped to the clinic?

If you have selected to have your order shipped to the clinic you will receive an email when your order is ready. When you arrive at the clinic please park in one of our designated curbside parking stalls. Call the clinic at 306-545-7211 and select the pick up option. A staff member will direct you from there. Pick ups can be made during our regular buisness hours. Between 7:30am and 8:30am Monday to Friday is when our surgery patients are arriving. We ask that you please avoid coming in during this busy time for pick ups. 

 

Can my order be shipped to my home or work?

Upon check out, choose 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. We are not responsible if the order is stolen or damaged once delivered. You may use a business address instead of your home address to ensure someone is there to receive the order. 

* Due to Covid and higher number of deliveries the drivers are no longer waiting for a signature upon delivery, even if the package requires one. With our colder climate, canned diets and liquids are at higher risk of freezing. If no one is going to be home at the time of delivery we highly recommend having deliveries sent to your workplace.

 

What if the delivery to my home is stolen?

The Albert North Veterinary Clinic is not responsible for any packages that are stolen, go missing, or are damaged once delivered. We have also found out that due to heavier than normal deliveries for Purolator due to COVID, the drivers are no longer waiting for a signature upon delivery, even if the package requires one.

 

I ordered the wrong food.

Pet foods that are shipped to home can't be returned for a refund if it was due to an ordering error. Our warehouse WDDC will not except pet foods back that were delivered to home because we don't know how they were stored. If it is a diet we regularly stock we might be able to take it back. This is on a case by case basis. Due to this we recommend either having your first order shipped to the clinic for pick up and confirm it is the right food before leaving or call us for the 6 digit item code. 

 

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 contact us within 5 business days of receiving your delivery. After 5 days the exchange/return will have a 15% restocking fee. Shipping fees are not refundable.

 

My pet won’t eat this food!

All of the veterinary diets from Purina, Hill's and Royal Canin have a 100% satisfaction guarantee. If your pet doesn’t like it, and this is the first time they have been on this diet we can get you a refund. The window for food returns is extended to 3 weeks from delivery. Please see our 'Food Return' policy for more information.

Any other diets listed on our site cannot be returned for a refund.

 

Can I cancel my auto-ship food order?

You can cancel your auto-ship food order at any time by logging into the site and canceling it.

 

I can’t find the food you told me to purchase on your site.

Please call us for clarification on the correct diet for your pet. Some pet foods do change formulas and/or packaging. Sometimes they are discontinued by the supplier. We can also supply you with the 6 digit item number to ensure you get the right pet food.

  

Can I return a supplement that my pet won’t take?

Unfortunately, once opened, supplements cannot be returned.  Please call us if you have questions about a particular supplement to see if it is correct for your pet before you purchase it. Unopened supplements will be dealt with on a case by case basis.

 

This item won’t fit my pet. Too big or too small.

We can exchange the item you bought with the same item in a different size within 5 days of purchase. The item must be in original packaging and be in saleable condition. If it is after the 5 day exchange window, restocking fees of 15% will apply. If you have concerns about sizing, please call us for advice or see our sizing chart.

  

I received a promotion code. How do I apply it?

Upon checkout, you will see a box to enter the promo code you received. It will apply the discount and calculate your final price.

 

What if there is a recall on a product?

Should there be a recall on any product (food, treat, toy, etc.), we will do our best to contact all clients who have bought that product in the time frame noted by the supplier. Actions will be detailed as to how to return product and to whom, in the recall notice.

For any other question or inquires please contact us.