FAQ

General Questions

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

Option 1: By logging into your account on this site, and then accessing the page used to transfer your invoices found here.

Option 2: By scanning your invoices and emailing them to canada_vetoquinolclub@vetoquinol.com.

Option 3: By faxing them to our customer service team at 1 888 329-8386.

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 claim.

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 a username 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 can claim points related to any invoices dated after your membership registration date.

There is currently no time limit to submit invoices, but that policy is subject to change in the future.

Can accumulated points expire?

Yes they can. An automated process handles points expiration. The exact process will be explained more thoroughly here in the future.

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.