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. reception@rangeroadvet.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.

What if the delivery to my home is stolen?

Range Road Veterinary 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, 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 clinic?

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. Please aim to pick up your order within 5 days.

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 or call us with 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, and your bag/case is over half full, we will refund you in full via your original payment method. While palatability refunds are available, we are unable to offer refunds for multiples of the same item. If you have auto-ship set up for a food that your pet is no longer eating, please ensure you cancel it immediately. Please call and ask about food return policies if you have any questions. 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 before your next scheduled order begins processing. This is done by logging into your account 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?

Supplement return policies vary by company - please reach out to us if you have any concerns or questions about return eligibility.  Feel free to call or email to ask if a particular supplement is right for your pet before you purchase it. 

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

Unfortunately, we are unable to offer returns on toys, clothing and/or accessories. Please review product measurements and specifications on the item page before completing the purchase. 

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.