Return Policy

ALL SALES ARE FINAL. We do not accept returns, exchanges, or provide refunds on products purchased through our online store or clinic.

If you are unsure whether a product is suitable for your pet, please contact Sylvan Lake Veterinary Clinic at 403-887-4240 before placing your order. We are happy to help you choose the most appropriate product.

Exceptions (Approval Required)

In limited circumstances, certain products may be eligible for return or replacement due to:

• Manufacturer defects
• Damage during shipping or receipt
• Manufacturer-backed palatability guarantees

If you believe your purchase qualifies under one of these exceptions, you must contact Sylvan Lake Veterinary Clinic at 403-887-4240 within 48 hours of receiving your order. All requests are subject to review and approval by our team and, where applicable, the manufacturer's return policy.

All veterinary therapeutic diets are backed by our partner food manufacturers. Returns are only considered under the circumstances outlined below and must be approved by Sylvan Lake Veterinary Clinic prior to being returned.

Eligible Reasons for Return (Approval Required)

Veterinary diets may be eligible for return for the following reasons only:

• Palatability: Your pet will not eat or does not like the food.
• Quality: There is a quality concern with the product.
• Safety: The packaging has a broken seal or the integrity of the food has been compromised.

If you believe your product qualifies under one of the above reasons, please contact Sylvan Lake Veterinary Clinic at 403-887-4240 before bringing the food to the clinic. We will review the situation and determine whether the product is eligible for return.

Original Packaging Required

All products submitted for return or exchange must be in their original packaging. The original packaging contains important product information, including lot numbers and manufacturing details, which may be required by the manufacturer to process a return or guarantee claim. 

Products that are not in their original packaging will NOT be considered for return or exchange.

Non-Returnable Items

We do not accept returns for veterinary diets if:

• The incorrect diet was ordered.
• The diet is no longer required for your pet.

To help ensure the correct diet is ordered, our Client Care Team is happy to confirm your pet's current prescription diet before you place your order. Please call 403-887-4240 if you have any questions before ordering.

Approved Returns

If a return is approved due to palatability, quality, or safety, any applicable credit will be issued to your clinic account only. Refunds to the original method of payment and cash refunds are not available.

Questions?

For all return or exchange inquiries, please contact Sylvan Lake Veterinary Clinic at 403-887-4240 before returning any product.