Help and Frequently Asked Questions

How do I order?
Ordering is simple! Add the items to your cart, go to checkout, login (you'll be asked to create an account if you don't have one), and follow the instructions! For more detailed instructions, view our handy tutorial here: How do I order?
 

Where are you located? Do you offer Local Pickup?
Pets Drug Mart is 100% Canadian owned and operated. We are located and ship out of Ontario. You can reach us by email at orders@petsdrugmart.ca or toll free in Canada at 1-866-462-4007.
We do not offer local pickup. Online product selection and prices are only valid for web and phone orders to be shipped out. Please note that product availability and pricing with our pharmacists, Canada Chemists, will differ.

What does this icon mean?
Products with the Refrigeration Required  symbol are packed with ice packs. Any order with refrigerated items can only be shipped using express shipping methods (Xpresspost or Priority). Packages packed with ice packs are only ship on Mondays & Tuesdays only, depending on destination. If you've ordered after your region's cutoff day it will ship the following week to minimize the time your package is with Canada Post and at their depots. We encourage our customers to track their package for their arrival. Upon arrival, be sure to check the temperature and place the item in a refrigerated environment as soon as possible.

What does this icon mean?
Products with the Prescription Required  symbol must be accompanied by a valid prescription in order to be filled.
Prescription Drugs:

          a. A valid prescription is required from your veterinarian. Original prescriptions can be mailed directly to us. We will only accept digital prescriptions (email, fax) directly from the veterinarian. You can download the Pet Drug Mart prescription form, print it, fill in the top half, bring it to your veterinarian and ask them to fill in the bottom section and have them fax it back to us at 1-866-462-3907.

          b. We do not accept labels or online questionnaires in lieu of prescriptions.

          c. We require an original prescription from the veterinarian.

NOTE: Orders will not be shipped prior to receiving a prescription. We do not ship prescription drugs outside Canada.

All prescription drugs have a Pharmacy Dispensing Fee of $9.99 Per Medication, Per Strength (any quantity).

Example: An order with 1x Deramaxx 25 mg (90 tablets), 1x Felimazole 2.5 mg (100 tablets), 6x Felimazole 5.0 mg (100 tablets each = 600 tablets total) would be assessed three (3) $9.99 dispensing fees (the 6x Felimazole 5.0 mg would only be charged one dispensing fee), for a total of $29.97 in prescription dispensing fees.

Where do I send prescriptions?

During checkout you will be prompted to either:
i) use an existing prescription that we already have the original copy on file with our pharmacy;
ii)  download the Pet Drug Mart prescription form, print it, fill in the top half, bring it to your veterinarian and ask them to fill in the bottom section and have your vet fax it back to us at 1-866-462-3907 (select option "Send by Fax" at checkout)
iii) mail us the original prescription (no copies accepted) to the address below:

          Pets Drug Mart
          Prescriptions Dept.
          1975 Avenue Road
          North York, ON M5M 4A3

For detailed information and instructions on prescriptions, please visit our help page here: Prescription Drugs
 

How long is my prescription valid for? How many repeats?
Prescriptions that do not have an expiry date are only valid for 12 months from date of issuance. If the number of repeats is not indicated, or if it says "Repeat" but does not indicate the number of times, the prescription can only be filled once. For detailed information and instructions on prescriptions, please visit our help page here: prescription drugs
 

How long does shipping take?
Estimated Shipping Time (# of business days) = Processing Time + Delivery Time
Shipping times are estimates only and not guaranteed. Processing Time may be longer for prescriptions and special order items, or items that are not in stock.

Items requiring refrigeration are shipped with ice packs on Mondays, Tuesdays, and Wednesdays only, depending on final destination to best avoid being stored at Canada Post depots.
 

For more information on shipping to your location, please visit our Shipping Page here: https://www.petsdrugmart.ca/en/StaticPage/20/Estimated-Shipping-Time

How much is shipping? Are there duties and taxes?
Shipping costs will depend on the dimensions of your products and your order's destination. You can find your total shipping costs and estimated shipping time before checkout by adding the items to your cart and proceeding to the Shipping Address page for all shipping options and costs. All orders include a tracking number which will be sent to you after it has been shipped.Please note that as we only ship within Canada, there will not be any duties on the order, however, taxes apply for all applicable products.

For our complete Shipping and Returns policy please refer to: Privacy Policy

Do you ship internationally?
PetsDrugMart is not shipping internationally at this time. Should we add this shipping option in the future, we'll be sure to notify everyone!

There's something I want but you don't have listed; can you find it for me?
If there's a product that you're looking for but can't find on our online catalog, contact us! We have a wide range of products available that may not be listed yet. You can reach us by email at orders@petsdrugmart.ca or toll free in Canada at 1-866-462-4007.

Do you have compound medications?
Yes, we have compounding! As a division of Ontario registered pharmacy Canada Chemists, we provide compounded medications for pets with unique requirements. Please contact us for more details.

I have a Certificate of Indian Status card, how do I get my rebate?
As an online retailer, PetsDrugMart is not allowed to provide the rebate at the time of purchase as we are not able to verify the Certificate of Indian Status card. For more information, please visit this link.

What are your privacy and security policies?
We do not sell or share our customers' personal information with any third parties except if required to do so legally. We collect and store information about the pages viewed by our website visitors. We use this data to identify visitor behavior which will help us to improve the overall site experience. We are not responsible for the Privacy Policy content on sites linked to by PetsDrugMart.ca.

PetsDrugMart.ca does collect a certain amount of information from our customers and visitors to our website. We do this for the effective running of our day-to-day business and in improving your experience with PetsDrugMart.ca We know that keeping your personal information private is very important and we do this responsibly and in accordance with Canadian law. Maintaining your confidence in us is our priority.

Protecting your information is very important to us. All transactions are secure and encrypted with 128-bit high grade encryption or better during checkout.

For our complete Shipping and Returns policy please refer to this page: https://www.petsdrugmart.ca/StaticPage/4/PrivacyPolicy