Frequently Asked Questions
Frequently Asked Questions
Damaged Goods - What should I do?
Email us within 48 hours with a photo and details of the damage to administration@chvc.ca. We will review and arrange a replacement or appropriate remedy.
How long will it take to get my order?
Most orders are prepared within 2–3 business days. Delivery timing varies by location and carrier schedules. There are no deliveries on weekends or statutory holidays.
Can my order be delivered to my home or work?
Yes. Choose home or work delivery at checkout. The fees are calculated at checkout. You can also select clinic pickup at no charge.
What if my package is stolen after delivery?
If a package is left unattended after delivery, we cannot guarantee the condition of the order. For a secure handoff, consider clinic pickup or delivery to a business address.
How long will you hold my order if I choose clinic pickup?
Please pick up your order as soon as possible after you receive the pickup notification. If an order is held too long, storage limitations may apply and restocking fees may be charged if we are asked to restock eligible items.
This is not what I ordered.
Contact us within 48 hours at administration@chvc.ca. We will correct the issue.
Can I return or exchange items?
- Non-food items: returns o exchanges may be accepted within 5 days if unused, in original packaging, and resalable.
- Food: final sale — no returns, exchanges, or refunds once delivered or picked up except for wrong item, damage/defect or recall.
Can I return a supplement my pet won’t take?
- Opened supplements cannot be returned.
- Unopened supplements may be considered case-by-case within 5 days, provided the item is unused and resalable.
Can I cancel my auto-ship food order?
Yes. Log into your account and cancel or modify your subscription. If an order has already been processed or dispatched, it may not be cancellable.
I can’t find the food you recommended on the site.
Some diets change packaging/formulas or may be discontinued or temporarily unavailable. Please call the clinic for clarification on the correct diet.
This item doesn’t fit my pet (too big/too small)
If the item is unused and in original packaging, we can exchange for a different size (same item) within 5 days, subject to availability.
Do you offer gift cards?
Yes. Virtual gift cards can be purchased online.
How do I redeem my virtual gift card?
Enter the gift card code in the shopping cart, agree to the terms, and proceed to checkout.
How do I apply a promotion code?
Enter the promo code at checkout in the provided field. It will apply the discount and update your total.