Shipping & returns

How long will it take to get my order?

Typically, it takes between 2-7 business days to receive your order.  Orders that are shipped to Arrowhead Veterinary Centre will usually be ready for pick up in 2-3 business days.  Orders that are shipped through Purolator to your home will take 5-7 business days.  Occasionally an item may be a “special order” or may be on back order with our distributor and this can delay delivery. Please contact our front desk if you are running low on a product and are concerned about delivery time.

Can my order be shipped to my home or to Arrowhead Veterinary Centre?

Yes, it can! On check out, you can choose to have your order delivered to Arrowhead Veterinary Centre and you can pick it up during our regular business hours. Please note that you must be home to receive the delivery or it may be delivered to a Purolator Shipping Agent.  The closest Purolator Shipping Agent to us is in Cochrane, in Calgary it is at the Calgary Airport. Please visit https://www.purolator.com/en/ship-track/find-location.page to see the closest agent to you.  You can also set up with Purolator - a signature wavier form.  After submitting this form, you will receive a sticker that you place by your door, which will allow Purolator to leave your parcel at the door if you are not home.  Please remember Arrowhead Veterinary Centre is not responsible for any lost, damaged or stolen items.

Damaged Goods

We are so sorry that your order was damaged! Please contact Purolator right away about the damage at  https://www.purolator.com/en/support/file-claim.

What if the delivery to my home is stolen?

Arrowhead Veterinary Centre is not responsible for any packages that are stolen or go missing from your doorstep after delivery (which is why the package is left at the Shipping Agent location instead of on your porch).  If you do have an arrangement with Purolator to have packages left on your doorstep when you are not home and that package disappears, we are regrettably unable to do anything to compensate you.

How long will you hold my order when it's delivered to the hospital?

There is no official length of time that your order will be held in clinic. However due to a shortage of space we appreciate you picking your order up as soon as possible after it is received here. Because most of the return policies have a 5-day time frame for refund (from the day the package is delivered to the hospital) you should aim to pick up and review your order within 5 days.

This is not what I ordered

We are sorry that you received something different than what you were expecting. Please contact us at Arrowhead Veterinary Centre so we can correct this for you.  There is a 5-day window to return an item from the day it is received into the hospital or delivered to your home -so please alert us to any errors as soon as possible so we can correct it for you. If you pick your order up in clinic, we welcome you to open it here and check the contents before you leave. We can even recycle that box for you if you would like!

My pet won’t eat this food!

Diets from Royal Canin and Purina Veterinary Diets that we sell through our store have a 100% satisfaction guarantee. If your pet doesn’t like it, we can get you a full refund.  This guarantee only applies to the cost of the food and does not apply to any shipping cost that maybe associated with the purchase.  The food must be returned in its original packaging. If the food packaging is not available, we will not be able to return the food to the above companies. The 5-day return window discussed below does not apply to food returns. Please call ahead and ask about food return policies if you have any questions as the return policy differs between companies. Unfortunately, the return policy for Arrowhead does not include returned foods from Hills Pet Nutrition, if there are problems with their products you need to contact Hills directly.

Can I return a supplement that my pet won’t take?

Some (but not all) of the over the counter products we offer on our website can be returned for refund if your pet doesn’t like it.  The 5-day return window discussed below does not apply to most supplement returns. Please call ahead and ask about return policies if you have any questions as the return policy differs between companies and between products.

Can I return my order?

It depends on what it is but likely yes!

There is a 5-day window to return an item from the day it is received into the hospital or delivered to your home. The return must be in perfect condition where it can be resold (unused, tags attached, no visible damage).  Because of this 5-day window we strongly recommend open your order as soon as you receive it (we even welcome you to open your order in the clinic when you pick it up) to ensure it is what you want and is in undamaged condition. We can even recycle that box for you if you would like!

If it has been more than 5 days since the order was delivered but the item can be resold, we may still get a refund for you (depending on product) but there will be a 20% restocking fee deducted from your return. 

If the item is not in ‘saleable’ condition (as described above) unfortunately we cannot facilitate a return for you.

Finally, if you have the packing list that was shipped with the product, please provide this so we can locate your order more quickly.