Shipping & Returns

Return Policy

All sales are final. We only exchange goods if they are defective or damaged. In circumstances where you consider a product defective or damaged, please contact us at the clinic (403-932-2370 or info@arrowheadvet.com) within 48 hours of receipt of order with details of the products and defect/damage. All items must be returned in the original packaging in sellable condition to be considered for exchange. If the item is not in the original packaging, the item will not be exchanged.

All Veterinary Diet Products (Royal Canin, Purina Veterinary Diets, and Hills Prescription) are 100% guaranteed by our partner food companies and can only be returned for the following reasons:

• Palatability – Pet will not eat or does not like the taste of the food.

• Quality – If there is a problem with quality of the product.

• Safety – If a bag or can has a broken seal which has compromised the integrity of the food.

All inquiries regarding returns and/or exchange can be directed to the clinic.

What if my pet won’t eat this food?

Diets from Royal Canin, Purina Veterinary Diets, and Hills Prescription 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. Please call ahead and ask about food return policies if you have any questions as the return policy differs between companies.

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. Please visit https://www.purolator.com/en/ship-track/find-location.page to see the closest Purolator Shipping Agent to you. You can also set up a signature waiver form with Purolator. After submitting this form, you will receive a sticker for your door. That sticker will allow Purolator to leave your parcel at the door if you are not home. Please remember that Arrowhead Veterinary Centre is not responsible for any lost, damaged, or stolen items. For damaged goods on home delivery, please contact Purolator right away about the damage at https://www.purolator.com/en/support/file-claim.

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 delayed if it is a special order or if it is on back order with our distributor. Please contact our front desk (403-932-2370 or info@arrowheadvet.com) if you are running low on a product and are concerned about delivery time.

How long will you hold my order when it's delivered to Arrowhead Veterinary Centre?

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. Since most of the return policies have a 48 hour time frame for refund (from the day the package is delivered to the clinic), you should aim to pick up and review your order within 48 hours.