Frequently Asked Questions
Q1: How can your prices be so cheap?
Q2: How long will my order take to arrive?
Q3: How much does postage cost?
Q4: What is the expiry date of the products you sell?
Q5: Do I need a prescription to order from you?
Q6: I want to change my order, what do I need to do?
Q7: Is Shopping with CanadaVetDirect.com safe?
Q8: Will you keep my personal details private?
Q9: I’m having trouble seeing my shopping cart, what am I doing wrong?
Q10: I’m not happy with my order, what can I do?
Q11: What is a Generic?
Q12: How do I contact CanadaVetDirect.com?
Q13: What is CanadaVetDirect.com's recall policy?
Q14: Why do some drugs have different names?
Q15. Are your prices in US dollars or Canadian dollars?
Q1: How can your prices be so cheap?
A: We are often asked this question. A few of the reasons our prices are so low are:
CanadaVetDirect.com sources quality pet medications and supplies from many different sources. By sourcing our products from around the world we can pass significant cost savings on to our customers.
The pet medication manufacturers give us large volume discounts because of the large quantities we purchase and we pass these discounts directly on to our customers.
Together with our lower overheads (such as rents and government taxes), superior distribution systems and internal efficiencies mean we are able to pass considerable savings on to our customers.
All our products are genuine and with the longest expiry dates currently available. Click Here to view our “100% Product and Refund Guarantee”.
Since we started in 1999, we have shipped over 1 million orders which customers have taken advantage of these great savings, and we hope you will too. back
Q2: How long will my order take to arrive?
A: Our shipping time is 10-16 days, however, 90% of our customers receive their order within 7-10 days. It can take up to 21 days for delivery, actual delivery time depends on a number of factors including the amount of mail the post office has to process at the time and whether or not you live in a metropolitan area. If you do not receive your order within 21 days we will reship your order free.Click Here to view our "100% Product and Refund Guarantee" back
Q3: How much does postage cost?
A: We ship all orders free of Charge. Click Here to view our “100% Product and Refund Guarantee” back
Q4: What is the expiry date of the products you sell?
A: Generally all products sold have a shelf-life of at least one year or more from the date of purchase. back
Q5: Do I need a prescription to order from you?
A: Many of the products we sell do not require a prescription. Some products we sell do require a prescription. Click on the "Prescription" tab at the right of the page for more details.
If you have purchased a prescription product, fax your prescription from your Veterinarian to us on Toll Free Fax:1-877-266-1245.
If you don't have fax facilities, you can post your prescription to:
CanadaVetDirect.com,
Suite 344, 142-757 West Hasting Street
Vancouver, V6C 1A1
British Columbia
Canada.
If you wish to order a prescription product but do not have a prescription or are not sure whether you need a prescription for the product you wish to order, please send us an email or contact our call centre for assistance.
Q6: I want to change my order, what do I need to do?
A: Please contact us immediately on Toll Free Tel: 1-877-CVD-7766 (1-877-283-7766) or email our customer service team at customerservice@canadavetdirect.com
We try to dispatch orders as soon as possible and often dispatch on the same day as the order is made, so its important that you let us know of any changes as soon as possible. back
Q7: Is Shopping with CanadaVetDirect.com safe?
A: Buying online from CanadaVetDirect.com is safe and reliable. To ensure your payments are secure we use the latest available 128 bit encryption technology (also known as SSL Technology).
Your credit card details are never sent by email and we will never disclose your details to anyone without your permission. back
Q8: Will you keep my personal details private?
A: Yes! We understand that your privacy is important, that's why we will never pass on your name, address or email address to anyone without your permission.
The information you provide to us is kept secure and only held for the purposes it is provided, such as processing payment and dispatching your order.Click Here to View Our "Privacy Policy" back
Q9: I am having trouble seeing my shopping cart, what am I doing wrong?
A: The main reason you will have trouble accessing the shopping cart is due to the cookies setting on your computer. Depending on your security settings you may need to allow cookies from our site.
To do this if you use Internet Explorer as your web browser, at the top of the screen in your web browser, click on "Tools" then "Internet Options" then "Privacy" and then "Sites." Once in the "sites" window, type in www.CanadaVetDirect.com, click on "allow" and then click on "OK" and close that window.
For more details on how to turn on cookies (including for other webbrowsers),Click Here
If you are still having problems ordering, please email us at customerservice@canadavetdirect.com or call our Toll Free Tel: 1-877-CVD-7766 (1-877-283-7766) and order over the phone, or if you want to ask for technical support, they can arrange for one of our technicians to call you back. back
Q10: I’m not happy with my order, what can I do?
A: If for any reason you are not happy with any non-prescription products you order, send us an email customerservice@CanadaVetDirect.com tell us why and then just return it (unopened in the original packaging) for a replacement or refund. Click her to view our “100% Product and Refund Guarantee”.
Unfortunately by law prescription products cannot be returned or replaced. Of course if any product is damaged during shipping we will replace it. back
Q11. What is a Generic?
A: Generic drug is a copy of the brand-name drug with the same dosage, safety, strength, and quality, how it is taken, performance, and intended use. Before generics become available on the market, the generic company must prove it has the same active ingredients as the brand-name and works the same way in the body in the same amount of time.
The only differences between generics and their brand-name counterparts is that generics are less expensive and may look slightly different (e.g. different shape or color), as trademarks laws prevent a generic from looking exactly like the brand-name drug.
Generics are less expensive because generic manufacturers don't have to invest large sums of money to invent a drug. When the brand-name patent expires, generic companies can manufacture a copy of the brand-name and sell it at substantial discounts. back
Q12: How do I contact CanadaVetDirect.com?
A: If you have any questions on our products or service, please call on Toll Free Tel: 1-877-CVD-7766 (1-877-283-7766) or email: customerservice@canadavetdirect.com
Please note we are unable to provide advice on individual complaints or ailments. If you are in any way concerned with your animal’s health, consult your local vet immediately. back
Q13. What is CanadaVetDirect.com's recall policy?
A: Initial inventory checks
Within 24 hours of receiving a notification of a recall notice from a manufacturer or supplier, Canadavetdirect.com will:
- check if current inventory is affected by the recall;
- check purchase orders from the last 3 months or within the time frame noted on the recall notice to determine if Canadavetdirect.com previously had product that has now been recalled; and
- we will contact customers by email and a personal call within 48 hours.
- check outstanding purchase orders in transit to confirm that the lot numbers and expiry dates are for non-recalled product only.
In the event that Canadavetdirect.com has any recalled product, it shall immediately remove the recalled product from inventory, place it in a designated and clearly marked "quarantine" area and will thereafter make arrangements to return the recalled product to the manufacturer or supplier.
Alerting patients regarding potential recalled medications
If you have received a product that is subject to recall, Canadavetdirect.com will provide you with details on how to return the recalled product and will also provide counseling regarding any medication related issues. We will provide a full refund should any product be recalled.
On becoming informed of the recalled product from the manufacturer Canadavetdirect.com will prepare a list of patients who may have received the recalled product. Canadavetdirect.com will contact each patient by telephone alerting that patient of the recall of that product. Several attempts to contact the customer by telephone will be attempted with a message left for the patient to contact Canadavetdirect.com. back
Q14. Why do some drugs have different names?
A: These are trade or brand names registered by the manufacturer. In different countries manufacturers will often use different trade names. The medications have the same active ingredients, but may look different and have a different trade name. back
Q15:Are your prices in US dollars or Canadian dollars?
A: All prices appearing on the website are in United States Dollars. back
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