Alouette Animal Hospital FAQ



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Yes, you will need an account, however, creating one is simple. Once you have finished shopping, you will be prompted to provide information that will allow you to create your account. You will log in for all subsequent shopping experiences and will not have to re-enter this information.
Once you are logged in, select ‘My Account’ located at the top right of the shopping screen. You will be able to view, add or change your e-mail address, password, and address information by selecting ‘Edit My Account’.
Click on ‘Forgot Password?’ located in the sign in screen. Enter your e-mail address in the address field and then click ‘E-mail Password’. You will be sent a link to a page where you can change your password.
You will receive emails related to your orders and your online shopping account.
We encourage you to do all of your pet nutrition shopping with us. Should we not have the quantity of the product you require then we will send you what we currently have in stock and then contact you to arrange for a future date for the remainder of your purchase.
To help you with ordering in the future, delivery service is available as per the schedule below:

Order Date Time of Order Delivery Date & Time
Monday Before 2:00pm Monday between 5:00pm – 9:00pm
Tuesday Before 2:00pm Tuesday between 5:00pm – 9:00pm
Wednesday Before 2:00pm Wednesday between 5:00pm – 9:00pm
Thursday Before 2:00pm Thursday between 5:00pm – 9:00pm
Friday Before 2:00pm Friday between 5:00pm – 9:00pm
Friday After 2:00pm Monday between 5:00pm – 9:00pm
Saturday Any time Monday between 5:00pm – 9:00pm
Sunday Any time Monday between 5:00pm – 9:00pm
Unfortunately, delivery service is not available on statutory holidays.

* We cannot guarantee same day delivery for special order products.

No! Delivery is free and we can deliver anywhere in the Maple Ridge and Pitt Meadows areas.
Yes. You can change or cancel your order up until the order cut off time at 2:00pm by calling 604-463-7100 or e-mail us at gofetch@alouetteanimalhospital.com.
As long as you are a client of Alouette Animal Hospital and a patient/doctor relationship exists, we may be able to renew your prescriptions and deliver them to you. Please include this information in the delivery instruction area. We will call to verify information. If we have not seen your pet in a long time it may be determined that we cannot automatically renew the prescription without an exam. Controlled drugs will not be delivered. Having said this, if we are not currently your partner your pet’s healthcare, we would love for the opportunity to have you and your pet join us as clients. Call us today for an appointment at 604-463-7100.
Yes. As long as you have completed the online account, provided the appropriate information and live within our delivery boundaries, then we can deliver your order. We would love for an opportunity to have you join us as a client, however. Call us today at 604-463-7100 to book your appointment today.
Your cart will be saved automatically if you are signed in. Items will remain in your cart until you purchase them at checkout. No matter where you sign in from you’ll be able to see any items you’ve added to your cart.
You will receive a confirmation email once your order has been received by the system. This will confirm your items ordered.
We currently deliver to Maple Ridge and Pitt Meadows areas only.
You can use the website search tool to find a specific product. If we don’t have what you are looking for call us at 604-463-7100 or e-mail us at gofetch@alouetteanimalhospital.com. We will look to see whether we can provide the product you are looking for.
Yes, if you are in the area of Maple Ridge or Pitt Meadows we can deliver to your home for free!
Ideally, yes, however if leaving your order on your doorstep is more convenient for you, we will need written approval in the delivery notes of your order to do so. If you need to reschedule delivery for another day please call calling 604-463-7100 or email us at gofetch@alouetteanimalhospital.com.
We deliver to all types of homes. Please use the delivery area notes section in your order to ensure you communicate to the delivery assistant how to contact you through an intercom system, if necessary. If you have concierge service in your building and want the delivery assistant to leave the order there, we need written approval in the delivery notes of your order to do so.
Our goal is to ensure that you are satisfied with the service provided. We stand behind our commitment. Please contact us by calling 604-463-7100 or e-mail us at gofetch@alouetteanimalhospital.com to allow us an opportunity to discuss how we might make your experience better.
No problem, as long as the delivery address is within our delivery area. Just include this information in the notes section.
We accept Visa, MasterCard and Interac Online and PayPal. We do not accept pre-paid credit cards at this time.
Your credit card will be charged on the day your order is shopped and delivered.
We offer a 100% Money Back Guarantee on any item you are not satisfied with. You can either contact us at 604-463-7100 or email us at gofetch@alouetteanimalhospital.com to discuss your refund or exchange. However, the product must be returned in person to Alouette Animal Hospital. We cannot pick up returned product for a refund. Alouette Online will not be responsible for incorrect shipping address information entered or orders misplaced by the customers. For more information, please read our Terms & Conditions.
We believe that the pet foods we supply are high quality, but should your pet not find the food palatable, simply return it to us along with a note describing why it is being returned and we will replace the product or give you a refund. The product must be returned in person to Alouette Animal Hospital. We cannot pick up returned product for a refund.
Protecting your payment and personal information is a crucial to our business. The security technologies that we use to safeguard your payment information fully comply with industry standards.
Yes! Call us at 604-463-7100 to place your order.
We understand that your privacy is important, that’s why we will never pass on your name, address or email address to anyone without your permission. We keep the information you provide to us secure and we will only use it for the purposes it is provided, such as processing payment and dispatching your order.
Prescriptions are not required for pet supplies, however, should you wish to renew or fill a prescription and you are not currently a client with Alouette Animal Hospital then we must receive your valid prescription signed by a veterinarian licensed to practice in British Columbia who is a member in good standing with the Canadian Veterinary College of British Columbia. We may need to call you or your current veterinarian to collect more information about your pet and its history to be able to fill a prescription.
Alouette Online sells products to promote good health in pets. We are unable to provide advice on individual complaints or ailments. If you are in any way concerned with your pet’s health, please call Alouette Animal Hospital at 604-463-7100 to book an appointment to see a veterinarian.
Yes we do accept Paypal for those people who would like to pay with their Paypal account, or would just prefer the extra comfort of a third party payment processor. In the checkout process, simply select the “pay by Paypal” option and you can use your Paypal account or use Paypal to process payments from your Visa or Master Card.

Please note, delays in delivery can occur if your registered address with Paypal is different to the primary address you register in your account with us, so please make sure these addresses are the same.

If you have any questions about our products or service, please e-mail gofetch@alouetteanimalhospital.com or call us at 604-463-7100. Please note, that our delivery assistants are unable to provide advice on pet health or ailments. If you are in any way concerned with your animal’s health, consult your veterinarian or schedule an appointment with Alouette Animal Hospital immediately.