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Shipping & Return Policy

Privacy & Security

We are committed to your privacy! 

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.


Office Hours

Our office will be closed the following holidays this year. Orders will not be shipped on these days, however, online ordering will still be available and all orders will be processed the next business day.

  • New Year’s Day: January 1, 2021
  • Family Day: Monday, February 15, 2021
  • Good Friday: Friday, April 2, 2021
  • Victoria Day: Monday, May 24, 2021
  • Canada Day: Thursday, July 1, 2021
  • Civic Holiday: Monday, August 2, 2021
  • Labour Day: Monday, September 6, 2021
  • National Day for Truth & Reconciliation: Thursday, September 30, 2021
  • Thanksgiving: Monday, October 11, 2021
  • Christmas Day: Saturday, December 25, 2021 (Closed on Friday, December 24, 2021 and Monday, December 27, 2021 ) 
  • Boxing Day: Sunday, December 26, 2021(Closed on Tuesday, December 28, 2021)

Shipping & Returns

a. A valid prescription is required from your veterinarian. Prescriptions can be faxed or emailed directly by your vet, or you can mail the original copy to us.

b. We do not accept labels, receipts, vet records 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 valid prescription. 
Prescription Drugs can not be shipped to addresses outside of Canada. 


Shipping Policy

All orders are shipped via Canada Post. Orders are shipped on Monday through Friday (unless it is a holiday), as Canada Post does not operate on weekends. Orders are picked up by Canada Post between 2:00 PM and 4:00 PM EST from Monday to Friday. Any orders that are processed after this time will be shipped out on the next business day. 

Any orders that contain products that require refrigeration  will be packed with an ice pack inside an insulated container. Orders containing refrigerated items will only have XpressPost or Priority shipping options made available as we want to ensure that it reaches you quickly.  Please note that refrigerated items are shipped on Mondays and Tuesdays only, depending on the shipping destination, as we want to ensure that packages do not sit at the Canada Post depots. Once an order is shipped, you will receive an email confirmation with a tracking number for your reference. The tracking number can also be found in your order summary on our website under 'My Profile' > 'My Orders'. 

Please note tracking number may take some time to activate on Canada Post's website. Please check back on the tracking at a later time should your initial attempt be unsusccessful. 

Where Do You Ship To?

PetsDrugMart can ship all across Canada to any valid address!  At this time we are not shipping to USA or International addresses.
Prescription medication are shipped within Canada only.  For more information visit the Prescriptions & FAQ page.

 
Estimated Shipping Time (# of business days) = Processing Time + Delivery Time
 

Shipping times are estimates only and not guaranteed. Please note that PetsDrugMart.ca does not offer 1-day shipping. Processing Time may be longer for orders that contains prescription item(s) and special order item(s), or item(s) that are not in stock. Shipping fee is determined by the products ordered, the location we are shipping to and the method of shipping. 

Items requiring refrigeration are shipped with ice packs on Mondays and Tuesdays. We are no longer offering Wednesdays shipments due to the delay with Canada Post at the moment. Shipping time will depending on final destination to best avoid being stored at Canada Post depots.

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

 

Returns Policy

Should have a problem with your order for whatever reason, please contact us within 7 days of receiving your order for further assistance! 

PetsDrugMart may accept returns for un-opened, un-used, sealed in original packaging over-the-counter products within 30 days of order's purchase. Returns can be sent back to our faciltiies to be processed and refunds will be process upon evaluation on a case-by-case basis. Please contact us by phone or email regarding where to mail your return to. 

No refunds or exchanges will be given on all Prescription Drugs  or refrigerated items including both over-the-counter and prescription required refrigerated items.  

Pets Drug Mart retains the right to accept or refuse the refund or exchange of a product and any refund may be subject to a restocking fee of up to 20%. PetsDrugMart does not guarantee the efficacy of the product as many factors will affect the efficacy including the surrounding environment of the pet, severity of the situation and preferences of each pet. Speak to your veterinarian to ensure which product is right for your pet. 

Please note that shipping fees cannot be refunded and PetsDrugMart will not cover for return shipping fees. 

No refunds or returns for products that are purchased over 30 days. 

 

Errors & Misprints

Prescription product prices are valid until the end of each month and may be updated monthly to reflect changes in cost. Over-the-counter product prices may also be periodically updated. Availability of products are subject to change without notice. PetsDrugMart.ca reserves the right to revoke and/or limit any stated offers and to correct any errors, misprints, or inaccuracies, even after an order has been submitted, as permitted by law. If you have already been charged for your purchase, PetsDrugMart.ca will make refunds to you on your original method of payment for any cancelled items/orders.