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.
- Returning Product:
All purchases are final. Per our distributor there are no returns on any items purchased on the website with the exception of some prescription veterinary diets, please read the “Food Returns” section below.
We only exchange goods if they are defective or damaged. In circumstances where you consider a product defective or damaged, please contact us within 48 hours of receipt of order with details of the products and defect/damage. All items approved for return must be returned in the original packaging in saleable condition to be considered for exchange. if not in the original packaging, the item will not be exchanged!
We apologize for any inconvenience this may cause – Please purchase with care.
- Food Returns:
Royal Canin, Hills, and Purina, have a first-time palatability guarantee on 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.
All Veterinary Diet Products are 100% Guaranteed by our partner food companies and can only be returned for the following reasons:
Palatability - Pet will not eat or does not like the taste of the food.
Quality - If there is a problem with quality of the product.
Safety – If a bag or can has a broken seal which has compromised the integrity of the food.
Food returns will not be accepted if the food has expired or is not in its original bag.
- Discontinued / Seasonal / Back Ordered Product:
If a product is purchased, then becomes unavailable from the supplier, or there are 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 (tu) beside the item name, indicating they are "Temporarily Unavailable". Items may be discontinued, or back ordered at any time. A code of (d) behind the item name indicates a product is discontinued and only available while supplies last.
- Order Placement & 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. 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 going into the junk/spam folder, only one email will be sent when purchasing multiple product. If you receive an email, rest assured 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.
- Ship to Home Orders:
All ship to home orders will be shipped directly from the supplier to the client (via Purolator). As such, we cannot estimate arrival times and have no control over the shipment of these orders. Please make sure Purolator can deliver to your address prior to placing an order.
Associate Pet Hospital or our distributor are not responsible for any damage, loss, or issues regarding orders shipped to home. Please contact Purolator directly if there is an issue with your delivery.
- Auto Ship (re-occurring orders):
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. However, 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 made in this matter and will not be refunded if an excess of food is purchased, or the re-occurring order is not cancelled in a timely manner.
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.
To cancel an auto ship order: Log in and select "my account”, navigate to “orders”, find the recurring order and click “Cancel Payment”. For any questions please contact the Inventory Manager at Associate Pet Hospital.
Product Description Codes:
(d) = Discontinued Product
(nr) = Not returnable under any circumstances
(tu) = Temporarily Unavailable
(so) = Special Order (Typically takes 2-6 weeks to arrive at the clinic)
(tp) = Transition Product (a new code or replacement product will replace this item)
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 product after purchase.
Please supervise pets with all purchased products.