Refund policy
Effective Date: Sep 16, 2026
At Cook’s Pet Pharmacy, we want you to feel confident ordering your pet’s medications and health products. Because pharmacy products are subject to health, safety, and regulatory requirements, different return rules apply to prescription and non-prescription items.
Prescription Medications
For health and safety reasons, prescription medications cannot be returned, exchanged, or refunded once they have been dispensed or prepared for your pet. This includes:
● Commercially available prescription medications
● Customized compounded medications
● Prescription items specially ordered for a specific patient
● Refrigerated or temperature-sensitive medications
Returned prescription medications cannot be placed back into inventory or dispensed to another patient.
If you no longer require a medication, you may contact us regarding safe disposal. Accepting a medication for disposal does not make it eligible for a refund.
This restriction does not apply where Cook’s Pet Pharmacy has made a dispensing or shipping error, the product was damaged before delivery, or a remedy is otherwise required by law.
Non-Prescription Products
Eligible non-prescription products may be returned within 14 days of delivery or in-store purchase, provided that:
● The product is unopened, unused, and in its original packaging;
● All seals, tags, and protective packaging remain intact;
● The product is in resalable condition; and
● Proof of purchase is provided.
Please contact us before mailing or delivering a return. Returns sent without prior authorization may not be accepted.
Non-Returnable Items
The following items are final sale unless they arrive damaged, defective, or incorrect:
● Prescription and compounded medications
● Special-order products
● Refrigerated or temperature-sensitive products
● Opened medications, supplements, food, treats, or health products
● Products with broken or removed safety seals
● Clearance or final-sale items
● Gift cards
● Products that cannot be resold for health, hygiene, or safety reasons
Damaged, Incorrect, or Missing Items
Please inspect your order when it arrives. If an item is damaged, incorrect, defective, or missing, contact us within 7 days of delivery at columbia@cooksrx.ca or 519-208-9767.
For medication-related concerns, do not administer the product until you have spoken with our pharmacy team.
We may ask you to provide:
● Your order number;
● Photographs of the item and packaging;
● The prescription or product label; and
● Any other information reasonably required to investigate the issue.
Please retain the product and all original packaging until our team provides further instructions. Once the issue has been reviewed, we will provide an appropriate remedy, which may include replacement, correction, store credit, or refund.
Order Cancellations
Non-prescription orders may be cancelled before they are shipped.
Prescription orders may only be cancelled before dispensing has begun. Compounded and special-order medications cannot be cancelled once ingredients have been ordered or preparation has started.
To request a cancellation, contact us as soon as possible. Submission of a cancellation request does not guarantee that the order can be stopped.
If we cannot fill an order because a valid prescription is not received, the medication is unavailable, or legal or clinical requirements cannot be met, we will cancel the affected item and refund any applicable amount paid for the unfilled item.
Return Shipping
Customers are responsible for return shipping costs for eligible non-prescription returns unless the return results from an error by Cook’s Pet Pharmacy or the item arrived damaged or defective.
Original shipping fees are non-refundable unless the return results from our error or applicable law requires otherwise.
Refunds
Approved refunds will be issued to the original payment method. Once processed by us, the time required for the refund to appear will depend on your financial institution or payment provider.
Cook’s Pet Pharmacy reserves the right to refuse a return that does not meet this policy, subject to applicable law.
Nothing in this policy limits any non-waivable rights or remedies available under applicable consumer protection legislation.
Contact Us
Cook’s Pet Pharmacy
Cook’s Pharmacy
140 Columbia Street West, Unit 101
Waterloo, Ontario
Phone: 519-208-9767
Email: columbia@cooksrx.ca
Fax for prescriptions: 226-512-0101