FAQ

General Questions

How can I send in my invoices in order to earn points?

You have 4 options to submit your invoices.

  • Option 1: Sign in to your account and upload your bills in a few clicks. Your point requests will be approved in 72 hours maximum.
  • Option 2: By scanning your invoices and emailing them to canada_vetoquinolclub@vetoquinol.com.
  • Option 3: By faxing your invoices to our customer service team at 1-888-329-8386.
  • Option 4: By mail to Vetoquinol Club, 2000 Chemin Georges, Lavaltrie, Quebec, J5T 3S5

* Note that if you choose options 2, 3 or 4 to send your invoices, their upload in our system may take up to 20 business days.

Once I register online, how long should it take before I receive my welcome package, including the membership card?

Most of our members receive their package within one to two business weeks following their registration.

Please note that members living in some rural areas may need to wait a few extra days for their package to arrive.

Once I claim rewards, when can I expect to receive them?

Members usually receive rewards between 4 to 6 weeks after placing their order.

Please note that members living in some rural areas may need to wait a few extra days for their package to arrive.

How do I know how many points I have accumulated?

Simply log into your account on this website and your points total will be displayed at the top right hand corner as well as in various pages of the site such as the shopping cart.

You can also contact customer service by phone at 1 800 363-1700. Make sure to have your loyalty program membership number handy before doing so.

How do I know how many points I can receive per product?

By visiting our site’s Products page or by viewing any specific product’s page.

Also, quarterly promotions are published on our Promotions page. Make sure to visit it regularly to know how you can earn bonus points.

How do I know how many points I need for a specific reward?

The Rewards page is there to provide you with that information. From there you can see all the rewards offered as well as the number of points required to claim them.

You can also contact our customer service team to get more detailed information regarding the rewards available.

What happens if I’ve lost/misplaced my loyalty card? Can I still access the points program?

As long as you have an email address and password for the loyalty program’s website, you will still be able to access the points program even if you have lost your card.

If you wish, you can also contact customer service at 1 800 363-1700.

Please note that if you do not remember your member number, we may need to ask you a few security questions for identification purposes.

What happens if I forget my password?

You can use the password reset page or contact our customer service team at 1 800 363-1700 in order to have your password reset.

How far back do you accept the invoices?

You have until September 30 of the following year to submit your invoices.

Invoices for purchases made in 2018 must be submitted by September 30, 2019. We understand that this modification to our reward program will have an impact on points you might not have submitted yet. That’s why we will grant a 6 months grace period for invoices dated in 2017. You have until June 30th 2019 to submit any invoice dated from January 1st to December 31st 2017.

Any invoice dated December 31, 2016 or earlier will not be accepted.

Can accumulated points expire?

Yes they can, but only if your account is inactive for a period of one year.

An account is considered inactive when there has been no point request or reward order or if there was no login activity within a one-year period. You will receive a written notice by email or mail 90 days before the deletion of your account. You will have this period of time (90 days) to contact us if you wish to keep your account active. If we do not have a reply from you within the prescribed period of 90 days, we will be able to deactivate your account and thus delete the accumulated points. Once the account is deactivated, it is impossible to recover the points accumulated beforehand.

If I made an error in selecting my rewards, how can I modify or cancel my order?

In order to modify or cancel an order, you will need to contact customer service by phone at 1 800 363-1700.