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 email reports of damage including a picture to info@midlakevet.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?
Not at this time. Your order will be delivered to our practice at no charge. You can pick it up during our regular business hours.
How long will you hold my order after it is delivered to the hospital?
We would appreciate you picking your order up as soon as possible after it is received at the clinic as we do not have a lot of storage space. Because most of the return/exchange policies have a 5 day time frame for exchange from the day the package is delivered to the clinic, you should aim to pick up and review your order within that time frame. Restocking fees may apply if left more than 14 days.
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 email us so we can correct this for you. There is a 5 day window to return an item from the day it is received at the clinic so please alert us to any errors as soon as possible so we can correct it for you. If you pick your order up in 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 prescription diets we sell through our store have a 100% satisfaction guarantee. If your pet doesn’t like it, we can usually provide you a full refund. Please call 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-prescription 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 canceling it.
I can’t find the food you told me to purchase on your site.
Please call us 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. In some cases, a simple setting adjustment is required to allow access to a specific product on-line.
Can I return a supplement that my pet won’t take?
Unfortunately, once opened, supplements cannot be returned. Please call us 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.
We can exchange the item you bought with the same item in a different size within 5 days of purchase. The item must be in original packaging and be in saleable condition. If it is after the 5 day exchange window, restocking fees may apply. If you have concerns about sizing, please call us for advice.
Do you offer gift cards?
Yes. You can purchase a virtual gift card online.
How do I redeem my virtual gift gard?
Enter the serial number of the card in the box in the shopping cart, agree to terms, and checkout.
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 product and to whom, in the recall notice.
Can I return this?
It depends on what this is but likely yes!
There is a 5 day window to return an item from the day it is received into the hospital or delivered to your home. The return must be in a shape where it can be resold (unused, tags attached, no visible damage). Because of this 5 day window, we recommend that you open your order as soon as you receive it and even welcome you to open your order in the clinic when you pick it up.
If it has been more than 5 days since the order was delivered but the item can be resold, we can likely still get a refund for you but there may be a restocking fee deducted from your return.
The above returns will be applied as a credit to your clinic account and will not be reversed onto your credit card or returned in cash. We can assist you in ordering a more suitable product directly and you can use your credit towards that purchase.
If the item is not in a condition for resale (as described above), we may not be able to facilitate a return for you.