| Frequently Asked Questions |
| Q: |
Do I need a prescription to order? |
| A: |
Yes! You require a prescription in support of all prescription products in your order.
Over-The-Counter (OTC) products do not require a prescription. The product list will clearly indicate if a product is OTC or not.
Regardless of whether the product you are ordering is prescription or OTC, any medication(s) should only be administered to your pet under the supervision of a licensed veterinarian. |
| Q: |
Is it legal to order prescription medications? |
| A: |
Most countries have clear policies on the importation of prescription medications for pets. It is your responsibility to familiarize yourself with the specific rules in your country of residence before placing your order.
Refunds for shipping costs will not be provided for orders returned by customs. |
| Q: |
How do I place an order? |
| A: |
Ordering is an easy three step process:
1) Obtain a prescription from your pets' veterinarian. Again No Prescription is required for Over-The-Counter (OTC) products or refill orders.
2) Print and complete the order form. Click Here to Access The Order Form
3) Email, Fax or Mail us the prescription and completed order form. |
| Q: |
Can I cancel my order? |
| A: |
You can cancel your order, or any part of your order, at any time prior to it being shipped. To notify us that you wish to cancel your order please contact us by email or fax. Please note that we normally ship within 72 hours of receipt of the order. Shipped orders can not be cancelled. |
| Q: |
What is your return policy? |
| A: |
By law we cannot take back any medication, therefore, all sales are final. In the unlikely event that an item is shipped to you in error or is found to be defective or damaged you will receive a full refund for the total dollar amount of the order, shipping and return postage. |
| Q: |
What if the Items I require are not on your price list? |
| A: |
We have access to over 6000 products. If the item you require is not on our list, please contact us. We would be happy to advise you as to the availability and price of the item in question. |
| Q: |
How will I be charged for my order |
| A: |
Your Visa or MasterCard credit card will be charged in Canadian Dollars (CDN).
The currency conversion to your currency will be made by your bank and the exact amount that you will be charged will depend on the exact rate that your bank uses to convert the amount charged into your currency, Charges to your credit card will appear under the name of our order processing agents, Jori Holdings. By special arrangement payment can be made by money order. Please contact us for information.
For approximate currency exchange rates please click here. |
| Q: |
How long will it take for my order to arrive? |
| A: |
It can take up to 20 business days for you to receive your order from the date that your order was shipped. Generally speaking deliveries to most countries in Europe are very quick and take about 7 days on average. However in some cases deliveries are a bit slower due to the postal systems in the area. Please inform us immediately if you have not received your medications in approximately 20 business days after you are notified that the order has been processed. CrossBorder Pet Services will place a trace on your package. All orders are insured. Any order declared as lost will be refunded.
Despite our best efforts, delays in delivery of orders are sometimes unavoidable (i.e. backorder of requested medications, mail delays, customs delays, lost shipments, etc.). CrossBorder Pet Services can not be held responsible for such delays. You should always be prepared to purchase your pets' medications locally to cover such situations. |
| Q: |
How do I know that the product you are sending me is genuine? |
| A: |
All products that we send are genuine products and are not generics unless it is listed and sold as such. All products are sent in the original manufacturers' packaging. These have the manufacturers' batch numbers printed on the packaging.
Most products supplied will also include the package inserts from the manufacturer. If you have any concerns over any product you can contact us or refer to the manufacturers' web site for standard packaging details. |
