SHIPPING + RETURN POLICY

Ship to clinic option

Online orders are shipped and delivered to Watrous Animal Hospital at no additional charge. Your order will be ready to be picked up within 3 - 4 business days of you submitting your order. When your order is ready to be picked up, you will be notified via the email address registered to your account. Your order can be picked up Monday through Friday from

8am – 12pm; 1pm – 5pm at 707 – 4^th Avenue East in Watrous, Saskatchewan.

We appreciate timely pick-ups, within 7 days or less.

Ship to home option

Alternately, your items can be shipped and delivered right to your door (depending on Purolator's shipping policies). This option will have additional shipping charges, to be determined at checkout, but orders over $100 will receive this shipping option for free! On average, orders are delivered within 2 - 3 business days.

For this option, please only enter a physical street address as your order will be shipped through Purolator, not Canada Post! 

For this option, select “Ship to your residence”. Your shipping costs will be included in your order. You are responsible to ensure your address is correctly entered and that your purchase can be delivered to a safe and secure location. Watrous Animal Hospital will not be held responsible for purchases that are lost or stolen.

Please note that orders may be delayed at any given time, for reasons beyond our control such as weather, equipment breakdown, etc.

PRODUCT RETURNS

All returns must be authorized by a staff member to ensure product is refundable. Product being returned must be brought to the clinic in sellable condition (undamaged, unopened, clean, unmarked, etc.) within 7 days of purchase. If a product is being returned after the 7 day period, it will be subject to a 20% restocking fee incurred from the supplier + the cost of shipping. There are items listed on the website marked as (nr) in the item description, this means these items are non-returnable and items marked as (d) mean the item is discontinued. These items will not be eligible for returns or refunds under any circumstances. Any refrigerated items such as vaccine, are not eligible for returns or refunds under any circumstances, with no exception.

DISCONTINUED OR BACK ORDERED PRODUCTS

Occasionally, an item purchased may be unavailable from the supplier, or there are issues with the order. If this happens, a clinic representative will notify the customer by phone as soon as possible.

Back ordered items will have a (tu) beside the description, meaning "Temporarily Unavailable". Items may be discontinued, or back ordered at any time without notice. Please watch for the code (d) for “Discontinued” behind the item description.

Discontinued and Seasonal items (such as Christmas toys) will not be eligible for returns or refunds, as per the supplier.

FOOD RETURNS

Pet prescription diets from Purina Veterinary Diets, Hills Pet Nutrition, or Royal Canin are offered a full money-back guarantee. If you are unsatisfied, or your pet does not like the taste of it, the above companies will refund your purchase through the vet clinic it was purchased from.

To be eligible for a refund, the food must not have expired and must be in its original packaging.

For other pet food returns from a brand not listed above, please follow our “product returns” policy.

ARRIVAL TIMES + PICK-UP 

Orders placed Monday to Thursday prior to 3:00PM (CST) will be packed & shipped the next business day, usually arriving within 2 business days once they have been shipped.

We do not receive orders over the weekends or holidays. Orders placed over the weekend will be processed the next business day. Arrival times may vary at any time due to unforeseen circumstances. Once the item has arrived at Watrous Animal Hospital, a confirmation email will be sent to the email registered to your account. Your order is now ready for pickup. Please wait until you receive this email to come get your order.

If noticeable damage to an item is sustained during shipment, staff will contact the supplier, and a new product will be shipped to the clinic. This will result in the delay of your items – you will be contacted if this happens.

 Description Codes

(d) = Discontinued / Non-returnable

(nr) = Non-returnable

(tu) = Temporarily Unavailable

Pictures on the website may not directly depict the item it represents. Due to circumstances beyond our control, items may vary slightly from the photograph on our website. Please note that items marked as assorted will ship in a variety of colors and/or different varieties.

Watrous Animal Hospital is not responsible for any items after purchase.