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 reception@southhillanimalclinic.com
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. Once your order has arrived and staff have time to receive it, we will call you to let you know your order is ready for pick-up.
What if the delivery to my home is stolen?
South Hill Animal Clinic 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 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. The 5 day return/exchange window does not apply to food returns. Please call and ask about food return policies if you have any questions as the return policy differs between companies. 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 non-veterinary diet options 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. Unopened supplements will be dealt with on a case by case basis.
This item won’t fit my pet. Too big or too small.
We can exchange the item you bought with the same item in a different size within 5 days of purchase. The item must be in original packaging and be in saleable condition. If it is after the 5 day exchange window, restocking fees of XX% will apply. If you have concerns about sizing, please call us for advice.
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?
It depends on what this is but likely yes!
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.
If it has been more than 5 days since the order was delivered but the item can be resold, we can likely still get a refund for you but there will be a 20% restocking fee deducted from your return.
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 may not be able to facilitate a return for you.