Help & FAQs


Checkout Procedure

Please note that a staff member of The Pet Pharmacist will contact you once your order is complete to review your total and discuss payment options. Prices quoted in your order will be honoured at the time of checkout.

  • When picking up, we accept cash, debit, Visa and MasterCard.
  • When shipping we accept Visa, MasterCard or e-transfer.
  • All prices are quoted in Canadian dollars.

*Please be sure to supply the best telephone number at which to reach you to avoid unnecessary delays.


General

thepetpharmacist is an operating division of a licensed pharmacy in the province of Ontario (Ontario College of Pharmacists Certificate of Accreditation #304640). As such we operate under the rules of professional practice and conduct prescribed by the College.

We secure all of your private information using strong encryption technology, and your information is always transferred using secure lines. We never sell, rent or give your private information to another party.

For on-line purchases we accept Visa, MasterCard, and e-transfer. If picking up your order at the pharmacy, you may pay using cash, debit, Visa and Mastercard

ThePetPharmacist.ca carries over 10,000 Health Canada approved, packaged prescription and over-the-counter medicines and health and nutritional products for companion animals, horses and livestock.

Our strength lies in providing medications for chronic conditions on a timely and cost-effective basis. While we can look after your acute care needs we strongly recommend that you purchase those medications from your veterinarian to prevent any delays in treatment.

No! We sell only Health Canada approved medications, the identical medications sold by your veterinarian.

It is a violation of Canada's Drugs Act and Food and Drug Regulations to advertise or sell drugs that are not approved for use in Canada.

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'll do our best to add it to our site price list. We'll even email you the moment it arrives! Please ensure that your suggestion includes:
• The product name
• A description of the product
• The product DIN (if available)
• The product UPC
• A link to the product web site

Ordering

No! Any item with a prescription designation is a prescription medication. We can only dispense prescription medications on the instructions of a licensed veterinarian.

If you are ordering a medication for the first time, we are happy to contact your veterinarian on your behalf to request a prescription. Alternatively your veterinarian can call in the prescription to us at 905-669-0763. Unfortunately our lines are often busy so they can leave the details on our machine or fax us at 905-669-5454. If you have already been given a written prescription, we ask that you email or fax us a copy so we can verify the details and then send us the original via old fashioned Canada Post snail mail as we require it for our records.

Section 26 of the regulations to the Ontario Veterinarians Act states:

26. 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. However, the College believes that this regulation limits veterinarians to prescribing to a pharmacist in Ontario, and it is not appropriate to authorize a prescription from an Internet pharmacy.

The veterinarians responsibility is to offer to give an oral prescription to a 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 reasonable 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, that is neither the veterinarians responsibility, nor the veterinarians concern. The veterinarian has simply fulfilled his or her obligation under the legislation.

You can cancel your order, or any part of your order, at any time prior to shipping. To notify us that you wish to cancel your order please Contact Us by email, phone or fax.

In accordance with the rules and regulations of the Ontario College of Pharmacists, We can not, under any circumstances, accept any returns from the following categories of products:

  • Products with a prescription designation
  • Prescription or OTC products requiring refrigeration.
  • Custom compounded prescription and OTC products

Otherwise we will accept returns of unopened merchantable products up to 30 days after the date of purchase and credit you for the cost of the goods.

In the unlikely event an item is shipped to you in error or found to be defective or damaged, please contact us so we can replace the item or provide you with a full refund.

Please Contact Us if a shipment is delayed beyond 5 days or if your shipment is received in damaged condition. All orders are insured. Any order delivered in damaged condition or declared as lost by the carrier will be refunded.

Unfortunately thepetpharmacist can not honour a manufacturer's discount coupon.

When you complete your order online , you'll receive an order confirmation email from us to let you know that we received your order and the order ID number. You'll receive another email from us when your order is is shipped letting you know the tracking number and carrier.

If you have a question about the status of your order you can call us and speak with one of our customer service representaives or contact us by email or fax. Please quote your order ID number when contacting us so we can help you more quickly.

You will only be charged for your order when it has been fully assembled and it is ready to ship.

All veterinary products, depending on where you live, are subject to PST, GST or HST. When you complete your order, our online store will calculate the applicable taxes based on the province or territory in which you reside. Shipping charges are taxed at Ontario HST rates.

No! They are over-the-counter products and they do not require a prescription.

Shipping

Our standard method of shipping is by Canada Post. You can decide which service level you require at time of check out, either Xpresspost or the slower, but more economical Expedited Parcel service.

Items requiring refrigeration are shipped by Canada Post Priority Next (Where available) or UPS two day or next day service.

We do not ship outside Canada. Within Canada we ship to any address that is served by Canada Post.

Actual shipping charges depend on the weight of the shipment, the distance it travels and the speed of service. An accurate shipping charge is calculated on your order at time of check out.

Orders can be picked up at the pharmacy free of charge. If you have an account with a courier company or Canada Post we would be happy to ship on your account free of any handling charge.

Regular shipping is generally in the $14.00 - $22.00 range. Refrigerated items are shipped two day or next day service and cost approximately $20.00 - $40.00.

We ship all orders with tracking. If you wish, we are happy to provide you with your tracking number.

Please note that shipping times are based on the date the package leaves our pharmacy, NOT from when you place the order. We strive to get your order out as efficiently as possible but delays may occur when waiting for prescription authorization or waiting for stock. Once we have the authorization and product we require, we strive to ship out the same day.

If we need to order or compound a specialty product,it may take 3 or 4 weekdays to get it in stock.

Please try to order in advance or let us know if you are running short so we can confirm availability.

Despite our best efforts, delays in delivery of orders are sometimes unavoidable (i.e. backorder of requested medications, mail delays, lost shipments, etc.).

ThePetPharmacist.ca can not be held responsible for such delays. You should always be prepared to purchase your medications locally to cover this eventuality.

Privacy and Security

Your privacy is very important to us. In order to protect your identity and financial information, we encrypt all communications between you and our servers. All our servers are secured using leading security software. Medical information is stored in accordance with the security and confidentiality standards set by the Ontario College of Pharmacists.

Once your order is complete, one of our staff will contact you to obtain payment information. You may then choose to supply a Visa or MasterCard number or arrange for an e-transfer. If you are coming to the store to pick up, you may also pay at that time using cash, debit, Visa or MasterCard.

Please note, we do not permanently store credit card information. If you have provided your credit card information, it will be deleted or destroyed once your order has been processed.

No! We don't like spam either, and we have a strict policy against sending unsolicited emails. You'll only receive notification emails from us when you place an order. These emails keep you up to date on the status of your order.