Terms of service

PetMeds Direct – Terms of Service

Effective: October 1st, 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. Acceptance of Terms

By accessing or using the PetMeds Direct website, services, or pharmacy (the “Services”), you agree to be bound by these Terms of Service (“Terms”), our Privacy Policy, and all applicable laws and regulations of Ontario, Canada.

If you do not agree, you must not use the Services.

2. Eligibility

  • Jurisdictions Served: PetMeds Direct (PMD Pharmacy Inc.) currently provides pharmacy services and prescription fulfillment only within Canada. Prescription medications are not dispensed, shipped, or sold to customers outside of Canada. Orders placed from jurisdictions in which PMD Pharmacy Inc. is not licensed will not be allowed to be placed - and will be reviewed and cancelled if they cannot be legally fulfilled.
  • You must be the age of majority in Ontario (18+) or have parental/guardian consent
  • You must provide accurate and complete information when placing an order.
  • Prescription products require a valid prescription issued by a licensed veterinarian in Canada, and will be subject to investigations/confirmations.

3. Pharmacy Services & Compliance

  • PetMeds Direct is a licensed Ontario pharmacy under the Ontario College of Pharmacists (Accreditation #: 311012).
  • All prescriptions are dispensed by a licensed pharmacist in compliance with Ontario law, OCP regulations, and PHIPA.
  • Prescription drugs will not be dispensed without a valid prescription.
  • Prescription drugs are not eligible for return or refund, per OCP rules.

4. Privacy & Confidentiality

  • PetMeds Direct complies with PHIPA (Ontario) and PIPEDA (Canada) to protect your personal and health information.
  • Your personal health information (PHI) will only be collected, used, and disclosed as necessary to provide pharmacy services, process payments, and comply with legal obligations.
  • We will never sell or share your PHI for marketing purposes without your consent.
  • See our Privacy Policy for full details.

5. Orders & Payment

  • Orders are not final until confirmed by our pharmacy team.
  • All prescription orders are subject to verification by a licensed pharmacist.
  • Payment must be made in full before shipping.
  • We accept major credit cards and other methods as shown at checkout.
  • All transactions are secure and encrypted in compliance with PCI DSS standards.

6. Shipping & Delivery

  • Orders ship via Canada Post or other carriers as shown at checkout.
  • Shipping timelines are estimates only and not guaranteed.
  • Prescription drugs and refrigerated products can only be shipped within Canada.
  • Once an order is shipped, risk of loss passes to the customer.

See our Shipping Policy for more details.

7. Returns & Refunds

  • Prescription medications and refrigerated items: Final sale (no returns or refunds).
  • OTC products: May be eligible for return if unopened, unused, and sealed, within 30 days of purchase (see full Return & Refund Policy).
  • Customers are responsible for return shipping unless due to our error.

8. Professional Judgment

  • Our pharmacists reserve the right to refuse or cancel prescriptions that:

    • Are incomplete, illegible, or appear fraudulent.

    • Pose a health risk to your pet.

    • Are outside the scope of our pharmacy license.

  • If cancelled, customers will be notified, and refunds will be processed if payment has been collected.

9. Intellectual Property

All content on our website (text, logos, graphics, images) is the property of PetMeds Direct and may not be used without prior written consent.

10. Limitation of Liability

  • PetMeds Direct, its pharmacists, and employees are not liable for:

    • Adverse reactions from medications used outside of veterinary directions.

    • Delays in shipping caused by third-party carriers.

    • Misuse or misinterpretation of product information.

  • Our liability is limited to the amount paid for the specific order in question.

11. Chargebacks & Disputes

  • By placing an order, you agree to first attempt to resolve disputes directly with us before initiating a chargeback.
  • Unauthorized chargebacks may result in account suspension or legal recovery action.

12. Governing Law

These Terms are governed by the laws of Ontario and Canada. Any disputes shall be resolved in the courts of Ontario, Canada.

13. Amendments

PetMeds Direct reserves the right to amend these Terms at any time. Updates will be posted on our website with the “last updated” date.

14. Contact Information

For questions, concerns, or complaints regarding these Terms or our Services, 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