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FAQ

I was registered on the previous rewards program but cannot log in on the new site.

If you were registered to the previous rewards platform, a new account should have been automatically created for you on August 3rd 2021.
To activate your new account, you will need to reset your password using the “Forgotten Password?” link.

I have registered an account; how long will it take to be approved?

One you have registered an account, please allow up to 72 hours for this to be approved. Once approved you will receive an email with your log in details.

I’ve forgotten my password; what do I do?

You can reset this via the “Forgotten Password?” link on the login page. Enter your registered email address to receive a reset link. Check your junk folder for the email and use the reset link within 15 minutes.

  • When resetting your password, follow the below criteria:
    • Minimum of 8 characters
    • At least 1 uppercase character
    • At least 1 lowercase character
    • At least 1 number
    • At least 1 symbol (please note that . and – are not classified as symbols on the system so please avoid using these)

I have a question regarding my previous reward account / reward card?

Please contact canada_vetoquinolclub@vetoquinol.com for help with any queries relating to the previous Vetoquinol Club portal.

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

By visiting our site’s Eligible Products page or by viewing any specific product’s page. Points amount on certain products are available to members only.
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.

What happens if I forget my password?

You can use the password reset page or contact our customer service team at 1-833-907-3082 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.
You have until September 30 of the following year to submit your invoices.

Can accumulated points expire?

Yes they can, but only if your account is inactive for a period of 18 months.
An account is considered inactive when there has been no reward order or if there was no login activity within a 18 months period. You will receive a written notice by email or mail 30 days before the deletion of your account. You will have this period of time (30 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 30 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 1-833-907-3082.

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