Frequently Asked Questions (FAQ's)
GENERAL FAQ (Frequently Asked Questions):
What is your return policy?
Please note that NO returns are allowed for any of our products—please make sure your order and/or purchases are accurate before placing it.
No refunds or exchanges will be given on prescription drugs or refrigerated items. For over-the-counter medications, food and all other products, exchanges or store credit will be evaluated on a case-by-case basis. The Pet Health Centre retains the right to accept or refuse the exchange or store credit of a product. Products will need to be in good condition for the distributor to even consider accepting items back. Products will need to be dropped off at The Pet Health Centre and documentation filled out. A COVID-19 disinfection fee of $20+hst AND re-stocking fee of $40+hst will be charged per item requiring exchange and/or store credit.
How long will my order take to arrive?
Shipping times are generally within 5-7 business days from the time of order, but can now take as long as 14 days from the time of order given the COVID-19 pandemic. Shipping times are estimates only (not guaranteed). Please note that The Pet Health Centre does NOT offer 1-day shipping. Processing Time may be longer for orders that contain prescription item(s) and special order item(s), or item(s) that are not in stock. The Standard Shipping fee ($30+hst for items less that 100 lbs and within the boundaries of Steeles Avenue (North boundary), Victoria Park Avenue (East boundary), Lake Shore Boulevard (South boundary) and Kipling Avenue (West boundary)) is determined by the weight of products ordered and the location we are shipping to.
How will I know when my order has been delivered?
DUE TO THE COVID-19 Pandemic, we regretfully will no longer be able to provide direct in person hand to hand contact when delivering your ordered items for safety and public health concerns. Our lovely delivery personnel will have your purchased items placed in your mailbox, just outside your door or at your Concierge/Front Reception and then will phone you to let you know they have placed your items there. Kindly give our delivery personnel the physical space (at least 2 meters away from any person or pet) and time to have their dedicated task for you completed. If you are not picking up your phone at the time of delivery, an email will be sent to you to notify you of your delivery. Where possible, a photo will be taken of the product delivered in the area it was placed and then emailed to you for record purposes. Products we are sending out for delivery are also being disinfected as best we can given their packaging.
Is buying medication and prescription pet foods from your site safe?
The Pet Health Centre has an operating division made up of licensed veterinarians in the province of Ontario (Ontario Veterinary College Certificate of Accreditation). As such, we operate under the rules of professional practice and conduct prescribed by the Veterinary College.
We secure all of your private information using strong ecryption technology, and your information is always transferred using secure lines. We never sell, rent or give your private and confidential information to another party.
What methods of payment do you accept?
For online purchases we accept Visa, MasterCard and e-transfer. If picking up your order at our store location, you may pay using debit, Visa and Mastercard. Because of COVID-19, we are currently not accepting cash.
What does The Pet Health Centre sell?
We not only sell prescription/veterinary certified and approved pet foods, but pet prescription medications and over the counter medications. Sorry, we do not sell any generic foods or products that are not veterinary certified.
We also sell pet health supplies such as cat litter, poop bags, and devices for our senior pets such as mobility aids, pet weight scales, food puzzles, glucometers for diabetic pets—if we do not have it, just ask!! We will do our best to have it ordered for you.
We also have mobile groomers and veterinary medical expertise services that we can have booked for you and your pet at our store location or at your home. **Please Note: Given the current COVID-19 pandemic, these services may be limited or have limited availability at this time.**
Our strength and unique focus is selling veterinary certified products and services that tailor to the at-home medical care of your pets. We believe in the love that pet guardians have for their pets, and want to empower them to be the best caretakers they can be.
Are the medications I purchase from my veterinarian different than the ones I can purchase from The Pet Health Centre?
No. We sell only Health Canada approved medications, the identical medications sold by your veterinarian.
The product I need is not on your price list. Do you sell it?
The products listed on our price list are the ones for which we receive the most requests. If you do not see the product you are looking for, please Contact Us and we will be happy to provide you with a price quote.
We would also like to hear your product suggestions. Suggest a product and we will do our best to add it to our site price list.
How am I counseled on new prescriptions or over the counter products?
Your veterinarian has the most complete picture of your pet’s health and we never recommend starting any new therapy without first discussing this with your veterinarian. If your veterinarian is not available to counsel you on the usage of this medications, you will need to book a Telemedicine consultation with one of our veterinarians to see if this medication can be approved for your pet’s needs. Telemedicine Nutrition & Wellness Consultations--> BOOK NOW
BUT, it may be recommended your pet have an examination with a veterinarian prior to having this medication ordered for your pet.
In-Store Nutrition & Wellness Consultations-->BOOK NOW
At Home Nutrition & Wellness Consultations-->BOOK NOW
PRESCRIPTION MEDICATION ORDERING FAQ:
Does The Pet Health Centre dispense prescription medications without a veterinarian’s authorization?
No. Any item with a prescription designation is a prescription medication. We can only dispense prescription medications under the instructions of a licensed veterinarian.
If you cannot obtain a valid prescription from you veterinarian because of an unusual wait time given the pandemic, you yourself or your pet cannot physically get to a veterinary clinic, you can book a a telemedicine consultation with one of our veterinarians to see if you can be approved for a prescription.
Given the current COVID-19 pandemic, the veterinarian regulatory body is maintaining its decision to not strictly enforce certain provisions of its regulation (section 33. (1) (b) of Regulation 1093) pertaining to prescribing via telemedicine. Until otherwise directed, veterinarians may prescribe a non-controlled drug using telemedicine alone within a veterinarian-client-patient relationship. This is an option in cases where a veterinarian has not conducted an in-person examination of the animal(s), and where they deem the medication is necessary and prudent in their professional judgment.
What is a valid prescription and how do I get it to The Pet Health Centre?
For prescription medications, we require a prescription from your veterinarian who must be licensed and practicing in your area of Canada.
- You must bring or mail the ORIGINAL prescription from your veterinarian to:
The Pet Health Centre
50 Fort York Boulevard, Toronto, Ontario, M5V 4A6
**Please Note: We cannot ship prescription medications based on COPIES, labels, invoices or print out of emailed copies of the original prescription.
- If the medication is a non-controlled drug, you can also book a Telemedicine consultation with one our veterinarians to obtain approval for a prescription that will then be directly sent to our centre to fill. Prescription fees are in addition to the Telemedicine Consultation and are $45+hst per medication. Telemedicine Nutrition & Wellness Consultations--> BOOK NOW
We will NOT ship orders for prescription medications prior to obtaining valid prescription authorization.
If you have any questions regarding this process, please feel free to contact us.
Does my veterinarian have to provide me with a prescription?
Section 26 of the regulations to the Ontario Veterinarians Act states:
- If a member decides to treat an animal with a drug and either does not dispense it or is asked by the owner for a prescription, the member shall give a written prescription to the owner or offer to give an oral prescription acceptable to the owner to a pharmacist or to another veterinarian in accordance with subsection 33 (1.1).
The College of Veterinarians has determined:
Where a client requests a prescription, rather than purchase a drug directly from the veterinarian, the veterinarian is obligated to comply with this request.
The veterinarian's responsibility is to offer to give an oral prescription to another veterinarian or pharmacist within the jurisdiction the veterinarian is located or, if this is not acceptable to the client, to give the client a written prescription. It is permissible for the veterinarian to charge a fee for this prescription.
The client is then free to choose how they fill the prescription. If the client chooses to attempt to have it filled by an out-of-province pharmacist or veterinarian, that is neither the prescribing veterinarians responsibility, nor the prescribing veterinarians concern. The prescribing veterinarian has simply fulfilled his or her obligation under the legislation.
If you have any questions or feedback on our services, please feel free to enter in your information below and one of our lovely team members will get back to you ASAP!!