Refund 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
Because medications are regulated products, prescription medications are not treated like ordinary retail merchandise.
Dispensed prescription medication
For safety and regulatory reasons, prescription medications that have left the pharmacy generally cannot be returned, restocked or resold.
When we will help
Contact us as soon as possible if your medication was:
- dispensed incorrectly (wrong medication, strength, quantity or directions);
- damaged before receipt or in transit;
- defective;
- affected by a recall;
- shipped in error; or
- otherwise supplied in circumstances requiring correction, including an error on the label.
Contact: +1 (905) 846-4411 or furmedpetpharmacy@gmail.com. Include your reference number and photos where relevant. The pharmacist will assess the situation and determine the appropriate remedy.
Wrong or damaged item
If you receive the wrong medication or one that appears damaged, contact Vital Rx Pharmacy (+1 (905) 846-4411) before giving it to your animal where reasonably possible, and contact your veterinarian if the animal has already received it. Do not discard the medication unless instructed to, except where immediate disposal is necessary for safety.
Temperature excursion
If a temperature-sensitive medication arrives with evidence of improper storage or a temperature-related concern, contact us promptly. The pharmacist will determine whether the medication remains suitable for use.
Compounded medications
Compounded medications are prepared for an individual animal and generally cannot be returned for resale. If there is a problem, contact us promptly and the pharmacist will assess it and determine the corrective action, including where we made an error.
Refunds and replacements
If we confirm an error on our part or damage in transit, we will replace, re-dispense or refund, as appropriate. Where a refund is appropriate, we process it to the original payment method where reasonably possible.
Unpaid, cancelled or declined requests
Requests with status Submitted, Under Pharmacist Review, Needs Info, Cart Ready or Payment Sent can be cancelled before payment. After payment, contact us immediately; once preparation has started we may not be able to cancel. If we reject a request after payment, you will be refunded in full.
Unused medication disposal
Please do not send unused medication back to us. Ask us or your veterinarian about disposal.
Your rights
Nothing in this policy limits rights or remedies available under applicable consumer-protection legislation, or where a medication was incorrectly dispensed, damaged, defective or subject to a recall.
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.