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 phone us at 204-237-4555 and email reports of damage including a picture to the email address info@aahwc.com
How long will it take to get my order?
Typically, it takes between 2-3 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 Anderson Animal Hospital at no charge. You can pick it up during our regular business hours.
What if the delivery to my home is stolen?
Anderson Animal Hospital 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?
All orders must be picked up within 3 days of notification. We need to be alerted within 48 hours of any damaged or defective items so it's best to not let items sit and wait for long periods of time. If you pick your order up at the clinic, we encourage you to open it here and check the contents before you leave.
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 phone us at 204-237-4555 so we can correct this for you. Please alert us to any errors within 48 hours so we can correct them for you. If you pick your order up at the 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 we sell through our store have a 100% satisfaction guarantee. If your pet doesn’t like it, we can get you a full refund as long as there is at least 75% of the food left in the container. Please call us at 204-237-4555 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 cancel my auto-ship food order?
You can cancel your auto-ship food order at any time by logging into the site and cancelling it.
I can’t find the food you told me to purchase on your site.
Please call us at 204-237-4555 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, supplements cannot be returned. Please call us at 204-237-4555 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.
Unfortunately, all sales are final. We do not carry these items in our clinic and therefore are unable to exchange them for a different size.
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 the product and to whom, in the recall notice.
Can I return this?
It depends on what this is!
Unfortunately, all sales are final. We only exchange goods if they are defective or damaged on arrival.
In circumstances where you consider a product defective or damaged, please contact us at 204-237-4555 within 48 hours of receipt of the order with details of the products and defect/damage.
Anderson Animal Hospital is not responsible for any packages that are stolen, go missing, or are damaged from your doorstep after home delivery.
All Veterinary Diet Products (Hill's, Royal Canin, Rayne or Purina) are 100% Guaranteed by our partner food companies and CAN only be returned for the following reasons:
Palatability - Pet will not eat or does not like the taste of the food.
Quality - If there is a problem with the quality of the product.
Safety – If a bag or can has a broken seal that has compromised the integrity of the food.
Food containers MUST still contain at least 75% of the diet in them.
All inquiries regarding returns and/or exchange can be directed to Anderson Animal Hospital at 204-237-4555.