Frequently Asked Questions
Frequently Asked Questions
Damaged Goods
We are so sorry if your order was damaged. Please let us know within 24 hours what the damage is. We will contact our supplier and work on getting you a replacement or a credit. Please email a report of damage including a picture to our email address. kimwebster.pembinavethosp@gmail.com
How long will it take to get my order?
Typically, your order will takes 2-3 business days to arrive at the clinic, and may take 2-5 business days to be delivered to your home. There are no delivery charges for curbside pick up at the clinic. Home deliveries charges can be estimated in the shopping cart.
Can my order be shipped to my home or work?
Yes. Upon check out, choose to have your order delivered to your home for a delivery fee which is estimated at the check out stage. 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. Also, for safety of delivery and pick-up, you can choose to have your order delivered to our practice for free and you can pick it up during our regular business hours.
What if the delivery to my home is stolen?
The Pembina Vet Hospital is not responsible for any packages that are stolen, go missing, or are damaged from your doorstep after delivery. We have also found out that due to heavier than normal delivery volumes for Purolator due to COVID, the drivers are no longer waiting for a signature, even if the package requires one. Be prepared for packages to be left without your signature. We advise customers think of inclement weather, security issues, and all other constraints possibly affecting their packages.
How long will you hold my order after it is delivered to the hospital?
We would appreciate orders being picked up as soon as you are notified. We do not have storage space. If we do not hear from you, we will be required to use necessary discretion on whether we are able to hold the item or return to the supplier. Because any possible return/exchange or refund is from date of delivered to the clinic, please aim to pick up and review your order within a 24-hour time frame. Please note, we generally have an “All Sales are Final” policy, however in certain circumstances customers may have a need to return product(s), this is why orders must be checked as soon as picked up. All returns will have a restocking fee apply if left longer than 48 hours before contacting PVH.
This is not what I ordered.
We are sorry your order is not what you expected. When orders are picked, there are bound to be mistakes occasionally. Please email us within 24 hours so we can correct the error asap. We have a 4-day window to return an item to our supplier from the day it is received at the clinic or delivered to your home, so please alert us of errors as soon as notice during inspection. If you are picking up at the clinic, we encourage you to inspect the contents before you leave.
My pet won’t eat this food!
All veterinary therapeutic (Rx) diets we sell through our store have a 100% satisfaction guarantee. If your pet doesn’t like it, they are fully refundable. The 24-hour return/exchange window does not apply to food returns, however there are still food guarantee qualifications. Please call and ask about food return policies if you have any questions, as they may differ slightly between companies. Refunds on food will be applied as a credit to your clinic account and will not be reversed onto your credit card or returned in cash. The non-veterinary diet options cannot be returned for refund or credit.
Can I cancel my auto-ship food order?
You can cancel your autoship food order at any time by logging onto the webstore, viewing your orders, 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, names, and/or packaging. Sometimes they are discontinued by the supplier and we are able to find an alternative.
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 STRONGLY advise customers to utilize the sizing chart at the bottom of this form. Not all products can be exchanged or returned, this is a case-by-case scenario. Where possible, we must be contacted regarding exchange or credit within 24 hours. The item must be in original packaging and be in saleable condition. If you do receive approval, apparel receives a fee of 15% applied to the exchange/credit process. If you have concerns about sizing, please call us for advice. We can contact our supplier before you purchase.
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. If you are interested in purchasing a gift card, please contact our managment team for further details.
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. If you hear about the recall through the media, feel free to contact us and we will advise on how to proceed.
Can I return this?
In most cases, Pembina Vet Hospital has an “All Sales Final’ Policy. However, because of the vast nature of what we carry on our webstore we do deal with some of our products on a case-by-case scenario.
We rely on the policies of our vendors and suppliers, how they in turn advise us to ultimately advise our customers on each product varies greatly. Knowing what the product our customer wants to return as soon as possible helps in any possible scenario, when a return or exchange has been deemed possible a restocking fee is applied to cover time and return costs.
From the day an order is received at the hospital or delivered to your home, we must be notified of any intention to return any products within 24 hours. PLEASE INSPECT ALL ITEMS IN YOUR ORDER AS SOON AS YOU PICK IT UP. If a return has been authorized, it must be in a shape where it can be resold by the supplier (unused, tags attached, no visible damage). As many of the companies we deal with through our supplier only give us a 4-day window (this includes the carrier time back…. Or no returns at all!), we recommend that you open your order as soon as you receive it and consider opening the order in the clinic when you pick it up.
If the item is not in ‘sellable’ condition (as described above), we will not be able to facilitate a return for you.
SIZING CHARTS
You can refer to the chart below to help you find the correct size for your pet. These are approximate and actual sizes may vary by brand. Please measure your pet and check with us if you have questions.
Crate & Carrier Sizing Chart
Use the measurements below to help you choose the right accommodations for a healthy, happy pet.
XX SMALL (Up to 10lbs/4.5kg):
YOUR PET SIZE: up to 9"/22.86cm tall, 16"/40.64cm long
Common Breeds: Chihuahua, Pomeranian, Yorkshire Terrier
EXTRA SMALL (Up to 15lbs/6.8kg):
YOUR PET SIZE: up to 11"/27.94cm tall, 18"/45.72cm long
Common Breeds: Dachshund (miniature), Maltese, Pekingese
SMALL (Up to 25lbs/11.3kg):
YOUR PET SIZE: up to 16"/40.64cm tall, 22"/55.88cm long
Common Breeds: Cavalier King Charles, French Bulldog, Scottish Terrier
MEDIUM (Up to 30lbs/13.6kg):
YOUR PET SIZE: up to 20"/50.8cm tall, 24"/60.96cm long
Common Breeds: Beagle, Miniature Schnauzer, Welsh Corgi
INTERMEDIATE (Up to 50lbs/22.7kg):
YOUR PET SIZE: up to 23"/58.42cm tall, 30"/76.2cm long
Common Breeds: Cocker Spaniel, Shetland Sheepdog, Border Collie
LARGE (Up to 70lbs/31.8kg):
YOUR PET SIZE: up to 25"/63.5cm tall, 32"/81.28cm long
Common Breeds: Chow Chow, Samoyed, Whippet
EXTRA LARGE (90lbs+/40.8kg+):
YOUR PET SIZE: up to 28"/71.12cm tall, 36"/91.44cm long
Common Breeds: German Shepherd, Golden Retriever, Labrador Retriever
Dog Collar Sizing Chart
Use the measurements below to help you choose the right collar for a healthy, happy pet. (1 lb = .45 kg)
Dog Collar should be snug enough to fit two fingers between the dog's neck & their collar.
XX SMALL (Up to 5 lbs/2.3kg)
NECK: 6 - 8"/15.24-20.32cm
Common Breeds: Chihuahua & Teacup Yorkshire Terrier
RECOMMENDED LEASH: 5/16"/0.79cm width
X SMALL (5-10 lbs/2.3-4.54 kg)
NECK: 8 - 12"/20.32-30.48cm
Common Breeds: Dachshund (miniature), Maltese, Pomeranian, Toy Poodle, Yorkshire Terrier
RECOMMENDED LEASH: 3/8"/0.95cm width
SMALL (10-25 lbs/4.54-11.33 kg)
NECK: 10 - 14"/25.4-35.56cm
Common Breeds: Cavalier King Charles, Pekingese, Miniature Schnauzer, Pug, Scottish Terrier
RECOMMENDED LEASH: 5/8"/12.7cm width
MEDIUM (Up to 55 lbs/24.94 kg)
NECK: 14 - 20"/35.56-50.80cm
Common Breeds: Beagle, Border Collie, Boston Terrier, English Bulldog, French Bulldog
RECOMMENDED LEASH: 3/4"/1.91cm width
LARGE (Up to 75 lbs/34.01 kg)
NECK: 16 - 26"/40.64-66.04cm
Common Breeds: Boxer, Dalmatian, Golden Retriever, Labrador Retriever, Weimaraner
RECOMMENDED LEASH: 1"/2.54cm width, 2 ply for strong pullers
X-LARGE (75+ lbs/34.01+ kg)
NECK: 24 - 30"/60.96-76.2cm
Common Breeds: Bernese Mountain Dog, Great Dane, Mastiff, Rottweiler, Saint Bernard
RECOMMENDED LEASH: 1.5"/3.81cm width, 2 ply for strong pullers
Dog Harness Sizing Chart
Use the measurements below to help you choose the right harness. (1 lb = .45 kg)
Girth is measured by the widest part of your dog's chest.
XX SMALL (Up to 5 lbs/2.3kg)
GIRTH: 8 - 10"/20.32-25.4cm
Common Breeds: Chihuahua & Teacup Yorkshire Terrier
RECOMMENDED LEASH: 5/16"/0.79cm width
X SMALL (5-10 lbs/2.3-4.5kg)
GIRTH: 9 - 15"/22.86-38.1cm
Common Breeds: Dachshund (miniature), Maltese, Pomeranian, Toy Poodle, Yorkshire Terrier
RECOMMENDED LEASH: 3/8"/0.95cm width
SMALL (10-25 lbs/4.5-11.3kg)
GIRTH: 13 - 23"/33.02-58.42cm
Common Breeds: Cavalier King Charles, Pekingese, Miniature Schnauzer, Pug, Scottish Terrier
RECOMMENDED LEASH: 5/8"/1.59cm width
MEDIUM (Up to 55 lbs/24.9kg)
GIRTH: 18 - 29"/45.72-73.66cm
Common Breeds: Beagle, Border Collie, Boston Terrier, English Bulldog, French Bulldog
RECOMMENDED LEASH: 3/4"/1.91cm width
LARGE (Up to 75 lbs/34kg)
GIRTH: 22 - 39"/55.88-99.06cm
Common Breeds: Boxer, Dalmatian, Golden Retriever, Labrador Retriever, Weimaraner
RECOMMENDED LEASH: 1"/2.54cm width, 2 ply for strong pullers
X-LARGE (75+ lbs/34+ kg)
GIRTH: 28 - 44"/71.12-111.76cm
Common Breeds: Bernese Mountain Dog, Great Dane, Mastiff, Rottweiler, Saint Bernard
RECOMMENDED LEASH: 1.25"/3.175cm width, 2 ply for strong pullers