Terms of service
Effective Date: Sep 16, 2026
These Terms of Service govern your access to and use of the Cook’s Pet Pharmacy website and your purchase of products or pharmacy services through the website.
Cook’s Pet Pharmacy is operated by Cook’s Pharmacy, an Ontario community pharmacy accredited by the Ontario College of Pharmacists under accreditation number 311163.
By accessing the website, creating an account, or placing an order, you agree to these Terms of Service and our Return and Refund Policy and Privacy Policy.
1. Eligibility and Account Information
You must have reached the age of majority in your province or territory of residence to create an account or place an order. If you have not reached the age of majority, a parent or legal guardian must place the order on your behalf.
You agree to provide accurate, complete, and current information, including your contact information, shipping address, pet information, veterinarian information, and prescription submission details.
You are responsible for maintaining the confidentiality of your account credentials and for activity conducted through your account. Please notify us promptly if you believe your account has been accessed without authorization.
2. Products and Website Information
We make reasonable efforts to ensure that product descriptions, prices, images, availability, and other website information are accurate. However:
● Packaging, colour, appearance, and manufacturer information may change;
● Product images may be for reference only;
● Availability is not guaranteed; and
● Typographical, pricing, or technical errors may occasionally occur.
The pharmacy label, manufacturer information, and instructions provided with a dispensed product take precedence over general information displayed on the website.
We may correct errors, update information, limit quantities, or cancel an affected order. If an order is cancelled after payment, the applicable amount will be refunded.
3. Prescription Medications
Products requiring a prescription are identified on the website. A valid prescription issued by a veterinarian authorized to practise in a Canadian province or territory must be received and verified before a prescription item can be dispensed.
You may place an order before your veterinarian sends the prescription. When ordering, you must provide your pet’s name and indicate how the prescription will be submitted.
Prescriptions may be submitted by:
● Your veterinarian emailing the prescription directly to columbia@cooksrx.ca;
● Your veterinarian faxing it to 226-512-0101; or
● Delivering the prescription to Cook’s Pharmacy in person.
If your veterinarian has already assessed your pet and prescribed the medication, we may contact the veterinary clinic to obtain a copy of the prescription. We cannot ask a veterinarian to prescribe a medication that has not already been clinically authorized.
Refills may only be dispensed when they were authorized by the veterinarian and valid refills remain. A new prescription is required when the prescription has expired or no authorized refills remain.
All prescriptions are subject to verification, clinical review, applicable law, professional standards, product availability, and the pharmacist’s professional judgment. We may request additional information or decline or delay dispensing where necessary to protect patient safety or comply with legal and professional obligations.
4. Compounded Medications
Customized compounded medications are prepared only pursuant to a valid prescription.
We will provide a price quote for approval before compounding begins. Once the quote has been approved and ingredients have been ordered or preparation has started, the order cannot normally be changed, cancelled, or refunded.
Compounded medications are prepared for an individual patient and are not interchangeable with commercially manufactured products unless authorized by the prescriber and accepted by the pharmacist.
5. Prices, Fees, and Payment
All prices are stated in Canadian dollars unless otherwise indicated.
A professional dispensing fee of $7.99 applies to each prescription item filled. Product prices, dispensing fees, shipping charges, and applicable taxes will be shown during checkout or communicated before the order is finalized.
Available payment methods are displayed at checkout and may include debit and credit cards. By submitting payment information, you represent that you are authorized to use the selected payment method.
Placing an order constitutes an offer to purchase. An automated order confirmation only confirms that we have received the order; it does not mean that the order or prescription has been accepted or dispensed.
6. Shipping and Delivery
Our current general shipping terms are:
● Prescription medications: free shipping within Ontario;
● Non-prescription orders of more than $99 before tax: free shipping within Ontario;
● Ontario orders that do not qualify for free shipping: $8 flat-rate shipping; and
● Orders shipped outside Ontario: $15 flat-rate shipping.
The shipping charges displayed at checkout will apply to the order. Certain medications may not be eligible for standard delivery because of temperature-control, security, regulatory, destination, or carrier restrictions.
Prescription deliveries must be traceable and auditable. A patient or authorized agent may be required to accept and sign for the delivery. Prescription medication should not be left unattended unless permitted by applicable requirements and approved by the pharmacy.
Delivery estimates are not guarantees. Delays may occur because of weather, carrier disruptions, prescription verification, inventory availability, remote delivery locations, or other circumstances outside our reasonable control.
Please provide a complete and accurate delivery address and ensure that an appropriate recipient is available when required. Contact us promptly if a prescription shipment is delayed, damaged, or appears to have been exposed to inappropriate temperatures.
We will only ship an order where doing so is permitted by applicable law and consistent with the pharmacist’s professional obligations.
7. Cancellations, Returns, and Refunds
All cancellations, returns, and refunds are governed by our Return and Refund Policy.
Prescription medications cannot be returned, exchanged, or refunded once dispensed or prepared, except where Cook’s Pet Pharmacy made an error, the product was damaged before delivery, or a remedy is required by law.
8. Veterinary and Pharmacy Advice
The website provides general product and service information and is not a substitute for an examination, diagnosis, treatment plan, or advice from your veterinarian.
Use of the website does not create a veterinarian-client-patient relationship. Cook’s Pet Pharmacy does not prescribe veterinary medications through this website.
Pharmacists are available to provide medication counselling and answer questions within their professional scope. Always follow the directions provided by your veterinarian and the dispensing pharmacy.
If your pet may be experiencing an emergency or a serious adverse reaction, contact a veterinarian or veterinary emergency hospital immediately.
9. Acceptable Use
You may not:
● Use the website for an unlawful, fraudulent, or misleading purpose;
● Submit a false, altered, forged, or unauthorized prescription;
● Attempt to gain unauthorized access to the website, accounts, or systems;
● Interfere with website security or operation;
● Use automated tools to collect website content without permission; or
● Reproduce, distribute, or commercially exploit website content except as permitted by law.
We may restrict or terminate access where we reasonably believe these Terms have been violated or the website is being misused.
10. Intellectual Property
The website and its original text, graphics, branding, design, and other content are owned by or licensed to Cook’s Pharmacy and are protected by applicable intellectual property laws.
Third-party product names and trademarks belong to their respective owners. Their appearance on the website does not imply sponsorship or endorsement unless expressly stated.
11. Third-Party Services and Links
The website may use or link to third-party services, including payment processors, delivery providers, manufacturers, and external websites.
Third-party services are governed by their own terms and privacy practices. Cook’s Pharmacy is not responsible for external content or services that it does not control.
12. Privacy and Electronic Communications
Personal information and personal health information are collected, used, stored, and disclosed in accordance with our Privacy Policy and applicable privacy legislation.
By placing an order, you agree that we may send communications reasonably necessary to process the order, verify a prescription, arrange delivery, provide counselling, or address a safety concern.
Consent to receive promotional communications will be obtained separately where required, and you may unsubscribe from promotional messages as described in those communications.
13. Website Availability and Liability
We make reasonable efforts to maintain a secure and functional website but do not guarantee that it will always be uninterrupted, error-free, or free of harmful components.
To the fullest extent permitted by law, Cook’s Pharmacy is not responsible for indirect, incidental, special, or consequential losses arising solely from website downtime, third-party services, or misuse of website information.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, restricts the professional obligations of a pharmacist, or limits any non-waivable consumer or patient rights.
14. Changes to These Terms
We may update these Terms from time to time. The revised version will be posted with a new effective date.
The Terms in effect when an order is placed will generally apply to that order unless a change is required by law or relates to patient safety.
15. Governing Law
These Terms are governed by the laws of Ontario and the applicable federal laws of Canada.
Any dispute will be handled by the courts or other competent authorities of Ontario, subject to any rights you may have under applicable consumer protection legislation.
If any provision is found unenforceable, the remaining provisions will continue to apply.
16. 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