Shipping policy

PetMeds Direct – Shipping Policy

Effective: September 30, 2025
Ontario College of Pharmacists Accreditation #: 311012
Address: Unit 120-1, 115 Christopher Dr, Cambridge, Ontario, N1S 4N1
📞 Phone: 647-447-5635
📧 Email: info@petmedsdirect.ca

1. General Shipping Information

  • We currently ship within Canada only. Prescription medications cannot be shipped outside Canada.
  • All orders are shipped from our pharmacy in Cambridge, Ontario.
  • Orders are shipped via Canada Post or other carriers as available.
  • Shipping fees and available delivery options are displayed at checkout.

2. Processing Times

  • Orders are processed Monday through Friday during normal business hours (excluding statutory holidays).
  • Orders placed after 2:00 PM EST will be processed the next business day.
  • Processing times may be longer if:

    • Your order contains prescription products awaiting validation.

    • Your order contains special-order or backordered items.

    • Payment has not cleared.

3. Prescription Medications

  • A valid prescription from a licensed Canadian veterinarian is required before dispensing.
  • Orders will not ship until the prescription is received and reviewed by a pharmacist.
  • Acceptable prescription methods:

    • Faxed or emailed directly by your veterinarian.

    • Mailed original prescription.

  • Labels, receipts, or veterinary invoices are not accepted as prescriptions.

4. Refrigerated & Temperature-Sensitive Products

  • Items requiring refrigeration will be shipped with insulated packaging and ice packs.
  • To ensure product integrity:

    • Refrigerated orders are shipped only on Mondays and Tuesdays.

    • These orders must be sent by Express Priority.

  • We cannot be held responsible for delays caused by Third Party Carriers or if packages are not retrieved promptly upon delivery.

5. Estimated Delivery Times

  • Estimated delivery time = Processing time + Carrier delivery time.
  • Delivery timelines are estimates only and not guaranteed.
  • Delivery times depend on location, weather, carrier delays, and statutory holidays.

6. Tracking Information

  • Once shipped, you will receive an email confirmation from an authorized third party delivery system (Purolator, UPS, Canad Post) for a tracking number.
  • Tracking updates may take up to 24 hours to appear on dashboard.
  • You may also view tracking details under “My Orders” in your PetMeds Direct account.

7. Delays & Liability

  • PetMeds Direct is not responsible for delays caused by:

    • Carrier disruptions (e.g., Canada Post delays, strikes, weather).

    • Incorrect or incomplete shipping information provided by the customer.

    • Orders held at depots or mailboxes.

  • Risk of loss or damage transfers to the customer once the carrier accepts the package.

8. Restricted Shipping

  • Prescription medications are shipped within Canada only.
  • We do not ship prescription products internationally or to P.O. boxes where prohibited.
  • Some controlled medications may have additional restrictions.

9. Holiday Shipping

  • Orders will not be processed or shipped on statutory holidays. Orders placed during these times will be processed the next business day.
  • For example:
  • New Year’s Day
  • Family Day
  • Good Friday
  • Victoria Day
  • Canada Day
  • Civic Holiday
  • Labour Day
  • National Day for Truth & Reconciliation
  • Thanksgiving
  • Christmas Day & Boxing Day

10. Customer Responsibility

  • Customers must provide accurate and complete shipping information.
  • Customers are responsible for retrieving packages promptly upon delivery.
  • If a package is returned due to an incorrect address, reshipping fees will apply.

11. Contact Information

  • For questions about shipping, please contact us at:
  • PetMeds Direct
    Ontario College of Pharmacists Accreditation #: 311012
    Unit 120-1, 115 Christopher Dr, Cambridge, Ontario, N1S 4N1
    📞 Phone: 647-447-5635
    📧 Email: info@petmedsdirect.ca