Frequently Asked Questions

Frequently Asked Questions

Damaged Goods

We are so sorry that your order was damaged! Please let us know within 48 hours what the damage is so that we can work on getting you a replacement or a credit.

Please email reports of damage including a picture to nutrition.24hracc@gmail.com

Please note  that The 24HR Animal Care Centre is not responsible for orders stolen, frozen, melted, wet, or otherwise compromised when shipped to home. It is expected that someone be at home to receive the delivery.

How long will it take to get my order?

Typically, it takes between 2-3 business days to receive your order.  There are no deliveries on weekends or holidays.

Can my order be shipped to my home or work?

Upon check out, choose to have your order delivered to your home for a fee which will be estimated at check out. Delivery fees vary based on your location and the weight of your order. Please note that you must be home to receive the delivery. We are not responsible if the order is stolen or damaged once delivered. You may use a business address instead of your home address to ensure someone is there to receive the order.  You can also choose to have your order delivered to our practice at no charge. You can pick it up during our regular business hours.

What if the delivery to my home is stolen?

24 HR Animal Care Centre is not responsible for any packages that are stolen, go missing, or are damaged from your doorstep after delivery. We have also found out that due to heavier than normal deliveries for Purolator due to COVID, the drivers are no longer waiting for a signature upon delivery, even if the package requires one.

How long will you hold my order after it is delivered to the hospital?

We would appreciate you picking your order up within 10 days after it is received at the clinic as we do not have a lot of storage space.  Restocking fees may apply if left too long.

This is not what I ordered.

We are sorry if you received a different Product than what you orders, please contact our team at 1(306)761-1449. If it was not what you were expecting or the wrong size,  unfortunally we do not offer returns at this time. Make sure to check and double check before ordering.

My pet won’t eat this food!

All of the veterinary diets we sell through our store have a 100% satisfaction guarantee. If your pet doesn’t like it, we can get you a full refund. Please call  the clinic at (306) 761-1449 and ask about food return policies if you have any questions.

Can I cancel my auto-ship food order?

You can cancel your auto-ship food order at any time by logging into the site and canceling it.

I can’t find the food you told me to purchase on your site.

Please call us for clarification on the correct diet for your pet. Some pet foods do change formulas and/or packaging. Sometimes they are discontinued by the supplier.

Can I return a supplement that my pet won’t take?

Unfortunately not, as we do not offer returns or exchanges.  Please call us if you have questions about a particular supplement to see if it is correct for your pet before you purchase it.

This item won’t fit my pet. Too big or too small.

Unfortunately we do not offer returns or exchanges. Please make sure to properly size your products before purchase.  Make sure to check and double check before ordering.

Do you offer gift cards?

Yes. You can purchase a virtual gift card online.

How do I redeem my virtual gift gard?

Enter the serial number of the card in the box in the shopping cart, agree to terms, and checkout.

I received a promotion code. How do I apply it?

Upon checkout, you will see a box to enter the promo code you received. It will apply the discount and calculate your final price.

What if there is a recall on a product?

Should there be a recall on any product (food, treat, toy, etc.), we will do our best to contact all clients who have bought that product in the time frame noted by the supplier. Actions will be detailed as to how to return product and to whom, in the recall notice.

Can I return this?

Unfortunately no, we do not offer returns or exchanges. All sales are final.