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. Damage must have occured during transit and not after delivery.  Please email reports of damage including a picture to the following email address: orders@maplecreekvet.com}

How long will it take to get my order?

^{Typically, it takes between 1-3 business days to receive your order.  There are no deliveries on weekends or holidays. Please note that shipments can be delayed at any time due to factors out of our control.} 

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. Please note: Due to our location, Purolator will not ship to PO Boxes and sometimes will not ship to home addresses. Maple Creek Veterinary Services is not responsible for any orders being shipped this way and have no control over the outcome of the shipment. You can also choose to have your order delivered to our practice at no charge.} 

What if the delivery to my home is stolen?

^{Maple Creek Veterinary Services is not responsible for any packages that are stolen, go missing, or are damaged from your doorstep after delivery.}

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. 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 notify us if you think the product is incorrect so we can contact the supplier and see if it was a pick error. If you pick your order up in clinic, we encourage you to open it here and check the contents before you leave. However, if not a pick error on the suppliers end, all sales are final and therefore can not be returned or exchanged.} 

My pet won’t eat this food!

^{All veterinary diets from Royal Canin, Hills & Purina, have a first- time palatability guarantee. If your pet doesn’t like it, we can get you a full refund. Please refer to our Shipping & Returns Policy for complete info. 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. We want to ensure your pet gets the correct food.} 

Can I return a supplement that my pet won’t take?

^{Unfortunately, like our shipping and returns policy states - all sales are final, open or unopened they can not 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.

^{Unfortunately all sales are final and exchanges after purchase for different sizes are not an option at this time. Please refer to our sizing chart on the website prior to ordering to determine correct size.} 

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?

^{Unfortunately, we do not accept returns or exchanges, and all sales are final. Please refer to our Clinic Shipping & Returns Policy for full details.}