Shipping & Return Policy

Orders placed on associatepethospital.clientvantage.ca will be shipped directly from the supplier to the address chosen at checkout.

If “ship to clinic” is selected, all orders will be shipped to Associate Pet Hospital and can be picked up at the clinic during regular business hours, after being notified via email. We do not carry items on the website at our physical location so please wait until an email is received, or call us if you have questions about pick up.  

Normally shipping takes between 1-3 business days, depending on the time and day the order was placed. Please note that shipments may be delayed at any time due to factors beyond our control. Winter road conditions, missed connections, and truck break downs, etc.

With all shipping options, including ship to home, we have no control over shipping, or shipping times.

1. Returning Product: Per our distributor there are no returns on any items purchased on our website. *please read the “food returns” section for more information* If Associate Pet Hospital carries the item in stock at our facility, the Inventory Manager or appointed staff member may approve the return, but this is on a case by case basis. If product is approved for return, it must be brought to the clinic in re-sellable condition (undamaged, unopened, clean, unmarked, etc.) within 30 days after purchase. There are items listed on the website marked as (so) these are special order items which take an average of 2-6 weeks to arrive at the clinic. These items are ordered directly from the manufacturer and are non-returnable. Items marked as (d) represent the item being discontinued, these items will not be eligible for returns under any circumstances. We apologize for any inconvenience this may cause.

1. Discontinued/Seasonal/Back Ordered Product: If an item purchased is unavailable from the supplier, or there are any issues with an order, a clinic representative will notify the customer by phone, of any changes as soon as possible. Back ordered items will have a (tu) beside the item name, meaning "Temporarily Unavailable". Items may be discontinued, or back ordered at any time. Please look for the code (d) for “Discontinued” behind the item name. Discontinued and Seasonal items will not be eligible for returns per the supplier.

1. Food Returns: Royal Canin, Hills, and Purina, have a first-time palatability guarantee on all their prescription diets. If your pet is trying a new diet for the first time and does not like the food, it can be returned for a full refund, provided the food is still in its original packaging. Returns will not be accepted if the food has expired, or has passed the 30-day return mark after purchase. Please note this applies to pets trying a new diet for the first time only. If there is a manufacturer problem with the bag purchased, please call us. In most cases these will be eligible for a full refund. Please call the inventory manager for any issues relating to a bag purchased.

1. Arrival Times: Orders placed Monday-Thursday prior to 2:00PM (CST) will be picked, packed, and shipped by the supplier the following morning, for next day delivery to the clinic. We do not receive orders over the weekends, or holidays. Orders placed Friday-Sunday will be processed on the next business day. Arrival times may vary at any time due to holidays, weather, mechanical issues, etc. Once your order has arrived at our clinic, a confirmation email will be sent to the email associated with your account. Your order will then be ready for pick up. (Please note: Sometimes the system generates a different "order" for each item purchased. In order to reduce the amount of emails sent and avoid these going into the junk/spam folder, only one email will be sent when purchasing multiple product. If you receive an email, rest assured that your entire order will be ready for pick up). If damage to an item is sustained during shipment, staff will contact the supplier, and a new product will be shipped to the clinic. This may result in a slight delay. All ship to home orders will be shipped directly from the supplier to the client (via Purolator). As such, we cannot estimate arrival times for these orders.

1. Auto Ship: Auto ship is available on select items. There are discounts on some auto ship options. If you choose to have an item auto shipped every X weeks for 1 year, this can be cancelled at any time but until cancelled, your reoccurring purchase will ship automatically and your credit card will be charged depending on the frequency chosen. The customer is responsible for all purchases done in this matter and will not be refunded if too much food is purchased. If you wish to change the product, duration, amount, credit card or shipping address for a current recurring order you will be required to cancel the order and sign up for a new order with the new information. You can cancel an auto ship order by first logging in. Select "my account”, navigate to “orders”, all orders placed will be listed, find the recurring order and click “Cancel Payment”. For any questions please contact the inventory manager at the clinic.

 Product Description Codes:

(d) = Discontinued / not returnable

(nr) = Not returnable under any circumstances

(tu) = Temporarily Unavailable

(so) = Special Order (These items are not returnable)

(tp) = Transition Product (These items are not returnable)

Pictures on the website may not directly depict the item it represents. Due to circumstances beyond our control, items may vary slightly from the photograph on our website. Items marked as (assorted) will ship in a variety of colors and/or different physical varieties All items purchased through our e-commerce site associatepethospital.clientvantage.ca are final sale and purchased at the discretion of the customer. Please review all orders carefully before purchase.

Associate Pet Hospital is not responsible for any item after purchase.

Please supervise pets with all items purchased.