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Online Store FAQ's

Q: How do I register to be able to shop on your WebStore?

You can ask any of our staff members to register you for WebStore shopping. The only information we will need is your e-mail address and name! Once you are registered, a welcome email will be automatically sent to you, providing you with your unique password. You can change that password at any time through the WebStore. And rest assured that your email address or contact information will never be made available to anyone else.

Missed the welcome email? Let us know to re-send it!

Or follow this link to sign up yourself:



Q: What are the benefits of buying through the WebStore for me?

Our WebStore will offer you the convenience to shop for your pets products whenever you have the time. We understand that it is sometimes inconvenient for you to come into our office and the WebStore will provide you 24/7 service. You can have the product shipped directly to your home, cottage or office or maybe you want to pick it up in our clinic. We will send you an email letting you know when your order is ready to be picked up. Our webstore products and prices are managed by us at Uptown Animal Hospital. Let us know if there are discrepancies or concerns.


Q: Who manages your WebStore?

All of the products, prescriptions and approvals are strictly controlled by our clinic. You are ordering directly with us but with convenience of ordering whenever you have the time.


Q: If I don’t have internet access, can I still have my order shipped to my home?

A: Absolutely. Our staff can still register you for home delivery and will take your order over the phone.


Q: Will you send me reminders when I should be almost out of the product?

A: Yes. For all prescription medications and therapeutic diets, the WebStore will automatically send you a reminder to reorder. This will help ensure that you do not run out of the product, thereby improving the benefits of the product to your pet.


Q: Will I pay the same price if I order through the WebStore?

A: You will pay the same price for our products through the WebStore that you would in our clinic. For home delivery, there is a nominal shipping charge added, which you will see before placing your order. If you see a discrepancy in pricing please let us know!


Q: Is my credit card safe?

A: Yes, Our WebStore utilizes all the latest security protocols to ensure that your information is safe. The WebStore service has been in operation for over 11 years and has never experienced a security breach.


Q: How are my pet’s prescription medications and therapeutic diets handled?

A: Our staff will register all your prescription medications and therapeutic diets onto your WebStore account. These products will be approved by your Veterinarian for either a specific number of refills or a specific time frame. When you sign onto our WebStore, all of your prescription medications and therapeutic diets will already be listed for you. Ordering is as simple as adding it to your shopping cart. As long as your order is valid according to these parameters, your order will automatically be approved. If your order falls outside these parameters, your veterinarian will be notified and they will decide what the appropriate course of action is, whether that is to arrange an appointment for your pet or to approve the order for one more refill. This ensures that you cannot re-order prescription products that may not be beneficial to your pet.


Q: Could I order the wrong prescription medication through the WebStore?

A: No. Your pet’s prescription products are strictly controlled by your veterinarian. In fact, you cannot even see any prescription medications or therapeutic diets that your pet does not have a prescription for, eliminating the possibility of ordering the wrong product.



Q:What are shipping fees?

For all non-prescription products (therapeutic diets, toys, treats, etc.), they are shipped directly from our distributor by Purolator (in Ontario) and Nationex (in Quebec). These shipments can hold up to the largest bag of food (around 16KG). For example, you can order an 8KG bag of dog food, some treats and a kong for the one shipping charge. If your order cannot be shipped in one of these boxes, then an additional shipment will have to be charged and this additional shipping charge will be displayed to you before you place your order.

Shipping is $4.99 on orders over $25, with free shipping over $150!

Auto-order your food, and get free shipping over $125!


Q: What is Auto-Ship?

If you subscribe to autoship, you will never run out of food on a Friday evening again, as well get free shipping sooner and additional discounts when you sign up for Auto-ship.

Auto ship can be cancelled or changed at any time.


Q: How quickly will I receive my order?

A: Most orders should arrive at your door within 5-7 days; with COVID shipping has been taking about 8-10 business days. Shipments are delivered through Purolator overnight. For in-clinic pick-up, the order will be available in 1-2 days.


Q: Who do I contact if I have problems with my order?

A: As you would now, for any orders that you have a question about or a problem, you will contact our clinic directly.


Q: I live in a remote area. Can I still have food and prescriptions delivered?

A: Yes, but you will need a home street address or we can ship to an alternate address (i.e. work). We cannot ship to a P.O. Box. And remember, you can have the product shipped to locations other than your home, like work, the cottage or another family member.



Q: Do I have to be at home to receive my delivery?

A: For Purolator orders (all products other than prescription medications), if you are not home to accept the parcel, then Purolator will contact you to arrange a specific delivery location that will work for you.


Q: How do I do a return?

To return or exchange a product, please contact our clinic at the number listed at the top of the web store page. We will provide you with the details on what can be returned and how to handle the return. Please note that a restocking fee of $20-$25 may apply.

When returning or exchanging a product, you will need to provide:

  • The product(s) description and quantity to be returned/credited.
  • The reason for return.
  • The order number and date of purchase.


Still have more questions?

Contact Uptown Animal Hospital at: 250-833-5364