Information

FAQs

General

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.

Account & login

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.

Ordering & shipping

Q: How long will it take to receive my order?: A: Once your order is processed, shipping and delivery will typically take 5–7 business days, depending on your location.
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: Once an order has been placed, we cannot accept returns. To ensure the health and safety of all pets, we cannot guarantee the integrity of returned products, and therefore they cannot be resold. Please visit our Refunds page for more details.
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: Can I have my order delivered to a P.O. Box?: A: Unfortunately, we do not deliver to P.O. Boxes at this time. For security and tracking purposes, we require a physical street address for all deliveries. Please provide a valid residential or business address during checkout to avoid delays with your order.

Vet authorization

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

Prescription medications

Q: What are prescription medication products, and how are they different from vet authorized products?: A: Prescription medication products are medications, such as flea, tick and worm treatments, that legally require a prescription from a veterinarian. Unlike vet authorized diets and supplements, prescription medications require a valid prescription from one of our vets before they can be dispensed and shipped. Medication is available for purchase on MyPet Store but will not be dispensed and shipped until you have completed your complimentary veterinary consult and the medication has been prescribed to your pet.
Q: How does the prescribing process work?: A: After you place your order, check your order confirmation email for next steps. If it's your first time ordering the medication (or it's been a while), you'll complete a quick, complimentary consultation through the MyPet app so a vet can confirm it's appropriate for your pet - instructions can be found in your order confirmation email. If your pet already has a refill on file with us, we'll prepare your medication and ship it, no further action needed. Once approved, your order ships. Shipping and delivery will typically take 5–7 business days, depending on your location.
Q: Why do I have to order prescription medication products separately from other items?: A: Prescription medications are fulfilled and shipped differently from the rest of the store, so they need to be purchased in their own order. If you try to add a prescription product to a cart that contains other items (or add other items to a cart with a prescription product), we'll let you know so you can check out the prescription order on its own.
Q: I have a prescription from my vet, can I upload it to you?: A: No, we are not a pharmacy. Veterinarians are not permitted to fulfill medications on behalf of other veterinarians, unless there are exigent circumstances (a pet emergency). Our veterinarians directly prescribe medication for your pet, working in affiliation with Little Paws Animal Clinic, in Richmond, BC.
Q: Are prescription medications refundable?: A: For safety reasons, prescription medications are strictly non-refundable and non-returnable once shipped.

Support & contact

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.