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 fairlightvetshop@gmail.com.

How long will it take to get my order?

Typically, it takes between 5-10 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 clinic at no charge. You can pick it up during our regular business hours.

What if the delivery to my home is stolen?

Fairlight Veterinary Services 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 (Royal Canin and Hills) 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 change how often I get my auto-shipped food or stop it altogether?

If you find that you are going through food more quickly or slowly than you had anticipated, or if you require a new diet and no longer wish to receive the food on your auto-ship order, you are able to edit it. You can manage your auto-ship orders through your account by going to your order history and clicking on 'Cancel Payment' for the order you wish to change. You can then set up a new auto-ship order. Unfortunately if you want to make changes to an auto-ship order but don't edit it before you receive the email that it has been shipped, you will be unable to stop that order from coming. If you have any issues/questions, please contact us by phone or email.

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 10% will apply. If you have concerns about sizing, please call us for advice.

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.