Complaints Policy

FurMed is a platform powered by Vital Rx Pharmacy, 2192154 Ontario Inc., an Ontario-accredited pharmacy (OCP Accreditation Number 300344). FurMed is not a pharmacy. All dispensing, compounding, pharmacist review and counselling are provided by Vital Rx Pharmacy. In this document, "we", "us" and "our" mean Vital Rx Pharmacy, which provides its pharmacy services through the FurMed platform, and "FurMed" means the platform and the website at furmed.ca.

Effective date: October 29, 2026

Vital Rx Pharmacy and FurMed take medication safety, privacy and customer concerns seriously. We want to hear about any concern with our service.

What you can complain about

Dispensing; prescription handling; pharmacist service; delivery; billing; privacy; customer service; medication quality; compounded preparations; or any other pharmacy service.

How to raise a concern

Complaints contact: the Designated Manager of Vital Rx Pharmacy

  • Phone: +1 (905) 846-4411
  • Email: furmedpetpharmacy@gmail.com
  • Mail: Vital Rx Pharmacy, Earlsbridge Plaza, 5-10 Earlsbridge Blvd, Brampton, ON L7A 3P1, Attention: Designated Manager (Complaints)

What to include

Where possible: your name and contact information; order or prescription number; date of the incident; medication involved; a description of the concern; and any relevant photographs or documentation. Please do not send unnecessary personal health information, and do not send health information by regular email.

What happens next

  1. Acknowledgement: we acknowledge your complaint promptly.
  2. Review: the Designated Manager, Jaimin Dave, Pharmacist, or a delegate reviews your concern and may ask for more information.
  3. Response: we respond in writing as soon as reasonably possible with the outcome and any action taken.
  4. Records: we keep a record of complaints and outcomes.

Privacy complaints

Privacy complaints should be directed to the Privacy Officer of Vital Rx Pharmacy: furmedpetpharmacy@gmail.com, +1 (905) 846-4411. You also have the right to complain to the Information and Privacy Commissioner of Ontario. See our Privacy Policy.

Regulatory complaints

Nothing in this policy prevents you from contacting the appropriate regulatory authority at any time, including the Ontario College of Pharmacists, which regulates pharmacies and pharmacists in Ontario.

Patient safety concerns

For medication errors, adverse reactions and emergencies, see our Patient Safety Policy.

FurMed is a platform powered by Vital Rx Pharmacy and is not a pharmacy. Neither FurMed nor Vital Rx Pharmacy provides veterinary diagnosis or veterinary medical care. A valid prescription from a licensed veterinarian is required where applicable.