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 email address westlandvet@gmail.com

 Why are the prices online and the prices in clinic different?

You may sometimes notice a varience in the prices on the clientvantage webstore, and the prices for products sold in-clinic. Due to the massive quantities of products that are available on the webstore there is standardized pricing across large categories. Products that are sold in clinic may have been price adjusted on a more individual level. You are always welcome to call the clinic and have a product special ordered for you, although we are unable to provide home 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?

Westland Veterinary Hospital 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 as soon as possible after it is received at the clinic as we do not have a lot of storage space. Because most of the return/exchange policies have a 5 day time frame for refund/exchange from the day the package is delivered to the clinic, you should aim to pick up and review your order within that time frame. Restocking fees may apply if left too long.

This is not what I ordered.

We are sorry that you received something different than what you were expecting. Because actual humans pick and pack these orders, there are bound to be mistakes on occasion. Please email us so we can correct this for you.  There is a 5 day window to return an item from the day it is received at the clinic, or delivered to your home, so please alert us to any errors as soon as possible so we can correct it for you. If you pick your order up in clinic, we encourage you to open it here and check the contents before you leave.

 My pet won’t eat this food!

All of the Hills, Royal Canin, and Purina Veterinary diets we sell through our store have a 100% satisfaction guarantee. Please call and ask about food return policies if you have any questions as the return policy differs between companies. All palatability returns must be done within 30 days, and there must be more than 75% of the product remaining. The remaining food must be returned to the clinic. Refunds on food will be applied as a credit to your clinic account and will not be reversed onto your credit card or returned in cash. Any other diet options or treats cannot be returned for a refund.

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, once opened, supplements cannot be returned.  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.

We are unfortunately unable to return or exchange items purchased through our online store. We recommend carefully measuring and looking at the size charts prior to ordering. 

Do you offer gift cards?

Yes. You can purchase a virtual gift card online.

How do I redeem my virtual gift card?

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?

Most items that are not being returned due to damage from shipping are unable to be refunded or exchanged. If you have questions about if a product is able to be returned, please call us at 403-246-2244 prior to purchasing and we will look into this for you. There is a 5 day window to return an item from the day it is received into the hospital or delivered to your home. The return must be in a shape where it can be resold (unused, tags attached, no visible damage).  Because of this 5 day window, we recommend that you open your order as soon as you receive it and even welcome you to open your order in the clinic when you pick it up.

The above returns will be applied as a credit to your clinic account and will not be reversed onto your credit card or returned in cash. We can assist you in ordering a more suitable product directly and you can use your credit towards that purchase. 

If the item is not in ‘salable’ condition (as described above), we will not be able to facilitate a return for you.