Information

FAQs

Q: Is TELUS Health MyPet Store only for TELUS customers?: A: You don’t need to be a TELUS customer to use TELUS Health MyPet store.
Q: Where is TELUS Health MyPet Store available?: A: At this time, the store is available exclusively in British Columbia.
Q: What if I can’t find my pet’s food on the site?: A: Please email our support team at MyPetStore@telus.com about the product in question. To learn about alternatives, book a virtual appointment through the TELUS Health MyPet app to speak directly with a licensed veterinarian from the comfort of home.

Q: Do I need to set up an account to shop at MyPet Store?: A: If you're already a TELUS Health MyPet app user, you can sign in using your existing app credentials and do not need to create a new account. If you're new to MyPet, please create an account at checkout to get started.
Q: I forgot my password. What should I do?: A: Click “Forgot Password?” on the login page and follow the steps to reset it. If you still need help, email us at MyPetStore@telus.com.

Q: How long will it take to receive my order?: A: Orders typically arrive within 5-7 business days.
Q: Do you offer free shipping?: A: Yes, orders over $100 qualify for free standard shipping within Canada.
Q: Can I track my order?: A: Once your order ships, we'll email you a tracking link so you can follow its progress.
Q: Can I return items I've purchased?: A: We offer returns within 30 days of purchase. For full details, please visit our 'Returns' page.
Q: Do you offer discounts for AutoOrder or subscriptions?: A: Not yet. We're working on expanding our product features very soon. Stay tuned!
Q: I made a mistake when placing my order. Can I cancel it?: A: Please email us as soon as possible at MyPetStore@telus.com with your order number. We'll do our best to update the order status.

Q: What are vet recommended products?: A: These are therapeutic or prescription diets and supplements formulated to help manage specific health conditions in pets. They require vet authorization to ensure they're appropriate for your pet's needs.
Q: How does the vet authorization process work?: A: After you purchase a vet recommended product, we'll email you to collect a few details about your pet. One of our vets will review the information and once approved, your order will ship. If more details are needed, the vet will reach out to you directly at no cost. This complimentary process is in place to help ensure your pet's safety and well-being.
Q: How long does a vet authorization take?: A: Most authorizations are completed within 2-3 business days. Responding quickly to the vets' questions will help us process your order without delay.
Q: Will I need a vet authorization for everything I purchase in the TELUS Health MyPet Store?: A: While not all items in the TELUS Health MyPet Store require veterinary authorization, the majority of products do need a vet to validate that the products are appropriate for your pet's specific needs. If you're uncertain about which product would best suit your pet, you can always schedule a consultation with a veterinarian on the TELUS Health MyPet app.¹

Q: How do I contact customer service?: A: You can reach our support team by emailing MyPetStore@telus.com. We aim to respond within 1–2 business days.