Shipping & Return Policy

Orders placed on newellvet.clientvantage.ca will be shipped directly from the supplier to the address chosen at checkout.

If you choose the 'ship to clinic' option, all orders will be shipped to Newell Veterinary Services and can be picked up at the clinic during regular business hours after being notified.

You will be notified via the email associated with your account as soonas your order arrives in the clinic, provided this is the option chosen at checkout.

Shipping will normally take between 1-3 business days, depending on the time and day that the order was placed. **Please note that shipments may be delayed at any time due to factors beyond our control - winter road conditions, missed connections, truck break downs, etc.

With all shipping options, including ship to home, we have no control over shipping costs or shipping time.

1. Returning Products: All returns require authorization by the Clinic Manager, or appointed staff member. Product being returned must be brought to the clinic in re-sellable condition (undamaged, unopened, clean, unmarked, etc.) within 30 days of purchase. All products being returned will be subject to a 20% restocking fee upon return of the item. This will cover all fees incurred from the supplier including shipping of the product back to the supplier. There are items listed on the website marked as (nr) behind the product name, this means these items are non-returnable. Items marked as (tp) are transition products and are also not able to be returned. Items marked as (so) are special order items which take an average of 2-6 weeks to arrive at the clinic. These items are ordered directly from the manufacturer, and are non-returnable. Items marked as (d) represent discontinued items, and these items will not beeligible for returns under any circumstance.
2. Discontinued/Seasonal/Back Ordered Product: If an item purchased is unavailablefrom the supplier, or there are any issues with an order, a clinic representative will notify the customer by phone, of any changes as soon as possible. Back ordered items will have a (tu) beside the name, meaning 'Temporarily Unavailable'. Items may be back ordered or discontinued, marked (d), at any time. Discontinued and seasonal items will not be eligible for returns as per the supplier.
3. Food Returns: Royal Canin, Hills, and Purina all have a first time palatability guarantee on all their prescription diets. If your pet is trying a new diet for the first time and does not like the food, it can be returned for a full refund, provided the food is still in its original packaging. Returns will not be accepted if the food has expired, or has passed the 30 day return mark after purchase. The restock fee will be waived on palatability returns (this is dubject to change at any time on a case by case basis). Please note this applies to pets trying a new diet for the first time only. If your pet has experienced any gastro-intestinal changes on a current diet, or there is a manufacturer problem with the bag purchase, please call the clinic. In most cases these issues will also be eligible for a full refund.

Description Codes

(d) = discontinued (not returnable)

(nr) = not returnable

(tu) = temporarily unavailable

(so) = special order (not returnable)

(tp) = transition product (not returnable)

Pictures on the website may not exactly depict the item it represents. Due to circumstances beyond our control, items may vary slightly from the photograph on our website. If this issue should arise and satisfaction is not met, please inform the staff at Newell Veterinary Services. A clinic representative will notify the supplier immediately and the item will be temporarily suspended from further purchases. 

Please note items that are marked as 'assorted' withship in a variety of colours and/or different varieties. Please review all orders carefully.

Newell Veterinary Services is not responsible for any item after purchase.