Frequently Asked Questions

Ordering

How do i contact customer service?

Simply click Contact Us page and it has all the detail. You can call us at 1-905-785-6966. We are open 8am – 7pm EST, Monday – Friday and 9am – 3pm EST, Saturday.

How can I check on the status of my order?

Once your order is placed, an order confirmation email will be sent to your inbox. As soon as your package has arrived, you will receive another email to let you know when it is available for pickup. You can also go to My Account to get the latest information on your order status.

What payment methods do you accept?

We accept Visa, Visa Debit, Mastercard and PayPal.

When will my credit card be charged?

Your credit card will be charged once your order is placed.

Are all your products priced in Canadian Dollars?

Yes, all our products are priced in Canadian Dollars and we are based in Ontario, Canada.

How do I cancel or change an order?

You can cancel or change your order and obtain a refund at any time BEFORE you pickup your order. There will be a restocking fee to return the items and it varies based on the item and the supplier. Please Email Us or call our customer service should you wish to cancel or change your order.

Product availability?

Our suppliers regularly maintain sufficient inventory levels for all of the items on our web shop, occasionally your order may contain some items which are out of stock. In this case, we will contact you with an estimated time of arrival and/or assist you with selecting another product/size to meet your needs.

How can I ensure that I do not lose the items in my cart?

If you are logged in to your account, the items you add to your shopping cart will be available on any browser and computer on which you use your shop.avonleaanimalhospital.ca account. The items will only be removed when you check out or remove them from your cart manually. However, if you are not logged in to your shop.avonleaanimalhospital.ca account, shop.avonleaanimalhospital.ca remembers the items you have added to your shopping cart for 24 minutes, and only on the browser and computer on which you added the items. Using our “Whishlist” while not logged in to your shop.avonleaanimalhospital.ca account, shop.avonleaanimalhospital.ca remembers the items you have added for 30 days, and only on the browser and computer on which you added the items.

When can i pick up my order?

All orders must be picked up at one of our locations as chosen at checkout. Items will normally be available for pickup within two business days, not including Saturday. We will contact you when your order is available for pickup.


Returns

What is your return policy?

Please see our Return Policy page.

What if i received a damaged or a defective item?

Please report the damaged item to us within 2 business days of receipt and we will advise the next step. It is the buyer’s responsibility to check and test products within 15 days of receipt. After that, please contact the manufacturer directly for warranty information.