Frequently Asked Questions
Why do you rely on an online store for products?
Due to our clinic's small size, we have limited storage space. To ensure you have access to the best products for your pets, we use our online store for recommended items.
Are you locally owned and operated?
Yes! We’re proud to be a locally owned and operated veterinary clinic, serving our community with personalized care and a genuine love for animals.
How can I see product pricing?
To view pricing, simply create an account. Veterinarians are not allowed to publicly display prices without a client relationship, so an account must be created.
How do your prices compare to pet stores and other competitors?
As a veterinary clinic, you might expect our prices to be higher—but that’s not the case! We strive to offer competitive pricing on all our products to help keep our local pets happy, healthy, and well cared for.
How long does shipping take?
Orders typically arrive within 2-3 business days. Shipping is handled by Purolator, with most products shipped from Edmonton. There are no deliveries on weekends or holidays.
Can my order be shipped to my home or workplace?
Yes! At checkout, you can choose home delivery for a shipping fee calculated based on your location and order weight. Orders over $75 qualify for free shipping. Someone must be present to receive the package. We are not responsible for stolen or damaged deliveries. You may use a business address instead of a home address to ensure someone is available to receive it. Alternatively, pick up your order at our clinic for free during our business hours: Monday-Friday, 8 AM - 6 PM.
What if my order arrives damaged?
We’re sorry for the inconvenience! Please report any damage within 48 hours by emailing us at hello@chukaanimalclinic.com with a description and photo of the damage. We will work on a replacement or a credit.
What if my home delivery is stolen?
We hope this never happens, but Chuka Animal Clinic is not responsible for lost, stolen, or damaged packages once delivered.
How long will you hold my order at the clinic?
Please pick up your order as soon as possible due to our limited storage. If there’s an issue with your order, returns must be requested within 48 hours of receipt.
I received the wrong item. What should I do?
We apologize for the mistake! Please email us, and we’ll correct the order promptly.
My pet won’t eat the food I ordered. Can I return it?
All veterinary diets (Hills, Royal Canin, Purina) come with a 100% satisfaction guarantee, meaning you’ll receive a full refund if your pet refuses to eat it. Return policies vary by brand, so call us for details. Non-veterinary diets are non-returnable.
Can I cancel my auto-ship food order?
Yes! You can cancel your auto-ship order anytime by logging into your account.
Can I return a supplement my pet won’t take?
Due to Canadian GMP Guidelines, opened supplements cannot be returned. Please contact us before purchasing if you’re unsure about a product. Unopened supplements may be considered for return on a case-by-case basis.
What if an item I ordered doesn’t fit my pet?
We can exchange the item for a different size within 5 days of purchase, as long as it’s in its original packaging and saleable condition.
Do you offer gift cards?
Yes! We sell virtual gift cards online.
How do I redeem my virtual gift card?
Enter the serial number in the designated box at checkout, agree to the terms, and proceed with payment.
How do I use a promo code?
At checkout, enter your promo code in the provided box. The discount will be applied automatically.
What happens if a product is recalled?
If a product (food, treat, toy, etc.) is recalled, we will do our best to notify affected clients based on the supplier’s recall timeframe. The recall notice will include instructions on how to return the product.