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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. Please email reports of damage including a picture to email address info@legacyvetclinic.ca  and please include your original sales receipt. 

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?

At this time, we do not provide delivery services to your home or work address. All purchased items will be delivered to the Legacy Veterinary Clinic for pick up.  

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. Because most of the return/exchange policies have a 2-day time frame for 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.  

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 mistaken on occasion. Please email us so we can correct this for you within 2-days  from the day it is received at the clinic. Please provide us the detail of the discrepancy and the original sales receipt. We encourage you to open your package in the clinic during the pick-up 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 within 15-day of the package delivery to the clinic. 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 can be returned for exchange if they are defective, damaged, or the received order is different than the sales receipt.  

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 the product and to whom, in the recall notice.

Can I return this?

It depends on what this is but likely yes! Please read our Return Policy