Special Order & Pre-Payment Policy
At our clinic, we strive to provide the highest level of care and ensure that all patients have access to the products they need. For items that are not regularly stocked in our clinic and must be specially ordered, we require full pre-payment at the time the order is placed.
Why is pre-payment required?
Special order items are requested specifically for your pet and cannot always be returned to the supplier. Pre-payment allows us to bring in these products efficiently while minimizing delays and ensuring availability when you need them.
How it works:
- Our team will confirm the product details and pricing.
- Full payment is required before the order is submitted.
- Once the item arrives, we will notify you for pickup..
Cancellations & Returns:
- Special order items may be non-refundable or subject to a restocking fee, depending on the supplier’s policy.
- Medication returns and refunds are not permitted once the medication has left the clinic. Due to College of Veterinarians of Ontario (CVO) and applicable governmental regulations, we are unable to accept the return or provide a refund for any medication after it has left the building.
- This applies even if the medication is unopened or unused.
- If you have questions or concerns about a medication or a specific item, our team is happy to review the details with you before it leaves the clinic.
We appreciate your understanding and cooperation in helping us provide timely and personalized care for your pet. If you have any questions, please don’t hesitate to ask our team.