Q & A
General Questions & Answers
Q: My pet is sick, can you help?
CanadaVet sells products to promote good health in pets and prevent illness. 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.
Q: How can your prices be so cheap?
By sourcing product from outside the USA, CanadaVet can offer considerable savings to its customers.
Products are sourced from Canada and other countries outside the USA. All products are genuine, labeled in English and have the longest expiry dates currently available (most have at least a year or two before expiry).
The drug companies policy of pricing products differently for different markets and the relative strength of the US dollar, and our lower overheads (such as rents and government taxes) means we are able to pass great savings on to our customers.
Our price promise: If you find the total price of the products you wish to buy cheaper on any USA or Canadian pet online pharmacy we will match their price*.
*Offer applies only to in-date product sold in retail quantities and applies to the "total basket price” including all taxes, P&H and other charges. and does not include rebates, cash back promotions, 2 for 1 or second product for half price deals or similar.
Q: Tell me about your alliance with canadavetdirect.com ?
In March 2009 we formed an alliance with canadavetdirect.com so now canadavetdirect.com customers can get the great prices and other benefits that shopping at canadavet.com gives. If you are or where a canadavetdirect.com customer, please click here for more details .
Order Questions & Answers
Q: How long will my order take to arrive?
As our products are shipped from outside the US (to keep our prices down) most packages will arrive from 10-16 days from the time of shipment. However many of our customers in the US find that their order arrives in much less time (usually 7 to 10 days, but sometimes even less). In some case packages will be held up at US customs for up to 28 days. Your order will be delivered by the US Postal Service, so shipping time can vary depending on their volume.
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.
Q: How much does postage & handling cost?
Free shipping for orders over $68.00 or $4.95 for orders below $68.00.
Q: I have a coupon code, how do I use it?
If you have a valid coupon code, you can enter it in the coupon code box on the checkout page to receive your discount. The coupon code box is located on the checkout page above the Payment Method section (Click to see an example). You can then enter the coupon code and press the Apply button. If the code has worked then you will see the words "Coupon accepted" appear next to the box. You will then see the discount added to your Order Contents at the bottom of the checkout page, and you can proceed to enter your payment details.
Q: I tried entering a coupon code and it did not work, what should I do?
If the coupon code that you have entered is not working, please first check that the coupon code has been entered correctly. Second, you should make sure that the coupon is still valid and has not gone past it's expiry date. Third, you should re-read the conditions to make sure that your order qualifies for the coupon discount. For example, some coupons are set up to allow for only one use per customer, so on the second attempt the code would not be accepted. If the coupon code you are using is valid but you still cannot get it to work, then you should contact us at info@canadavet.com.
Q: I want to change my order, what do I need to do?
Please contact us immediately by emailing our dispatch team at dispatch@CanadaVet.com.
When ever possible, we dispatch orders as soon we are able (often we dispatch on the same day as the order is placed), so its important that you let us know of any changes straight away.
Q: I'm not happy with my order, what can I do?
We stand behind the products we sell. We guarantee that the product you will receive will be the product you ordered (no counterfiets or substitutions!), will arrive in good useable condition within 28 days of placing your order. For OTC products, we will even give you a refund if you simply change your mind and decide you no longer want the product before you use it (product must be returned un-opened and in saleable condition). Simply contact us at info@canadavet.com for details on how to receive your replacement or refund.
Q: Is Shopping with CanadaVet secure?
Buying online from CanadaVet is safe and reliable. To ensure your payments are secure we use the latest available 256 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.
Payment processing is conducted by Worldpay, the company backed by the Royal Bank of Scotland and chosen by governments, banks and major businesses because of its reputation and quality. Charges will show up on your credit card as "canadavet.com" or "Ani Welf Int Pty Ltd".
Q: Will you keep my personal details private?
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.
We keep the information you provide to us secure and we will only use it for the purposes it is provided, such as processing payment and dispatching your order. To read our detailed privacy policy, click here.
Q: Do I need a prescription to order from you?
CanadaVet currently does not sell prescription products, so all the products available on our site are available without a prescription. There are some products which we have previously supplied which are prescription products including Atopica, Anipryl, Antirobe, Atarax, Bethanechol, Buspar, Clomicalm, DDAVP, Deramaxx, Enacard, Florinef, Ketaconazole, Lysodren, Keflex, Metacam, Neoral, Norvasc, Prednisone, Primidone, Proglycem, Proscar, Reglan, Rifadin, Sporanox, Sulfasalazine, Synthroid, Tagamet, Tapazole, Trusopt, Viokase. Unfortunately at this time we are unable to supply those products.
Q:Why does my card show a "foreign card fee" as well as my payment to you?
Unfortunately because we are based outside the USA, a small number of credit card companies impose a small "foreign card fee" on your purchase. This happens rarely, and if it does, it's usually only 1 or 2% and we're confident you will still be pleased with the total price of our products. If you are unsure whether your credit card company imposes such a fee, you may wish to contact them before you order. If your credit card company does impose a fee and you don't have other cards, you can avoid the fee by selecting the "pay with Paypal" option during the checkout process. You don't need to be a Paypal member, and Paypal allows payments with lots of different cards with no foreign card fee.
Q: My card keeps being declined, but I know my card is not over the limit. What can I do?
Some credit card companies do not permit card holders to make international transactions without prior approval. If your credit card is being declined, please try contacting your credit card company and ask them to make sure transactions with canadavet.com will not be blocked.
Alternatively, in the checkout process, select the “pay by Paypal” option. You don’t need to be a Paypal member and paypal processes payments from Visa, Mastercard, Discover Card and American Express.
Q: Do you accept Paypal?
Yes we do accept Paypal for those people who would like to pay with their Paypal account, or would just prefer the extra comfort of a third party payment processor.
In the checkout process, simply select the “pay by Paypal” option and you can use your paypal account or use paypal to process payments from your Visa, Mastercard, Discover Card or American Express.
Please note, delays in delivery can occur if your registered adress with Paypal is different to the primary address you register in your account with us, so please make sure these addresses are the same.
Q: Do you ship to Canada?
Due to regulatory requirements, we do not ship products to Canadian addresses.
Q: What is your refund policy?
Canada Vet offers a 100% refund policy should a customer not be satisfied with our product. We also guarantee that the product you will receive will be the product you ordered (no counterfiets or substitutions!) and will arrive in good useable condition within 28 days of placing your order. If you receive your order and are not satisfied with it, or your order does not arrive in good useable condition within 28 days of placing your order, please contact us and we will happily arrange for a refund or replacement. Canada Vet, however, will not be responsible for incorrect shipping address entered or orders misplaced by the customers.
Q: I can't find my previous orders on my order history?
Due to a technical limitations, orders placed on our store prior to May 1, 2009 do not show up in your previous order history. However, if you have any questions about any previous orders, please send us an email at info@canadavet.com .
Q: I had a credit on my account prior to May 1, 2009, but now I can't find it?
Due to a technical limitations, store credits can longer be kept on accounts. If you had a credit on your account prior to May 1, 2009, click here for details on how to redeem it.
Products Questions and Answers
Q: Does CanadaVet sell Interceptor, Sentinel, Capstar or Program?
Unfortunately we are not able to sell Novartis made products such as Interceptor, Sentinel, Capstar and Program to US customers from outside the USA.
Instead of using Interceptor or Sentinel, we recommend using Revolution together with an allwormer such as Canex Multispectrum.
By using Revolution and Canex together, your pet gets better protection as these products cover your pet not just from heartworm but also flea infestations and ear and sarcoptic mites in dogs and all gastrointestinal worms in dogs including roundworm, hookworm, whipworm and tapeworm including hydatid tapeworm.
Q: Are the products I buy from CanadaVet genuine?
All the products we sell are official versions manufactured by the same manufacturer who makes the equivalent product for the USA.
For example all Frontline Plus is made by Merial in France and then stamped with the appropriate regulatory information depending on which market it is being sold in. The US version has FDA approved packaging while, for example the Canadian version has it's own regulating authorities approved packaging.
Recently some US based pet product suppliers have imported product from outside of the USA for sale in the USA. Some unscrupulous vendors have had the packaging modified to resemble the USA version of the products, to pass them off as the local version of the product. This is not legal. The EPA classifies such product as counterfeit and are trying to stop this practice.
CanadaVet does not do this and does not condone this practice. We are able to provide on our site the Frontline Plus made by the same manufacturers in the same factories as that sold in the USA, but as we are based outside the USA, all products we sell have international packaging. We purchase directly from the wholesalers which Merial have authorized to distribute their product for them in this country. Customers in the USA are able to purchase these products from us and use these products on their own pets.
The advantage to you of purchasing your Frontline Plus from us is that these products are effectively exactly the same as those you purchase locally in the USA but you can save a great deal of money! Due to the strength of the US dollar we are able to sell these products a lot cheaper than you could otherwise purchase them in the USA. The international versions of the EPA and FDA are equally as strict as their counterparts in the USA. The instructions for use and safety directions are in English, the color coding of the pack sizes are the same as in the USA but you should note that the sizes are written in the metric system and care should be taken that the appropriate dose is given.
Q: Do you sell Heartgard Chewables or just Heartgard Tablets?
We sell Heartgard Plus Chewables . The chewables contain the active ingredients Ivermectin and Pyrantel, and are given monthly for the prevention of heartworm disease and for the control of roundworms and hookworms in dogs while the tablets contain Ivermectin only for the prevention of heartworm disease. Unfortunately Heartgard Tablets are not currently available but there are generic alternatives.
Q: Heartgard is expensive, do you have a generic alternative?
Valuheart is a generic alternative to Heartgard Tablets and offers significant savings.
Q: Do you sell K9 Advantix?
Yes, we can supply K9 Advantix on our site. This product is called Advantix in the countries we source our products. The packaging is slightly different than the US version but the ingredients are exactly the same as in the US version (and the price is also so much lower!).
Q: Do you sell pet foods?
We do not sell pet food as the cost of delivery would outweigh any savings we could pass on to our customers.
Q: What if I have more questions?
If you have any questions on our products or service, please email info@CanadaVet.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.
CanadaVet.com
Box 10
Suite 402-814 Richards Street
Vancouver BC
V6B 3A7
Email: info@canadavet.com
Phone 1-888-691-2268 (6:00 AM to 5:00 PM Mon to Fri PST)
Fax: 1-888-260-8104