Frequently asked questions
Can a user have different roles in different accounts? For example, can a user have a “Visitor” role for a small animal account at an establishment, and a “Buyer” role for a large animal account at the same establishment?
Yes. Once logged in to the site, they will simply need to choose which account they wish to use.
I have created my users, but they are unable to log in. Why is that?
Once the users are created, they must complete the registration process via the invitation they will have received by email. If they do not see the invitation in their inbox, have them verify the spam folder.
Once I have placed an order, can I modify it (quantity, additional item, address change, etc.)?
To verify if it is possible to modify an order, please contact our Customer Service.
Do you offer expedited delivery?
It is possible for us to expedite the delivery of packages in exceptional situations, such as an animal whose life is in danger. In such cases, a shipping fee will apply.
You can contact our Customer Service team to request this service.
The price of a product I buy regularly has changed. Why is that?
Prices may be adjusted for various reasons: transportation costs, raw material shortages, changes in packaging or size, etc. The exchange rate is also a factor that can affect prices.
Does the displayed price include taxes and other applicable fees?
The platform is temporarily displaying regular prices, and does not include taxes and other applicable fees. This is a temporary situation that will soon be adjusted.
To validate your prices, please refer to the email you receive once your order is confirmed.
What payment methods are accepted on the transactional site?
We accept the “Charge to account” payment method as well as credit card payments.
Can I use the payment method “Charge to account,” and pay for it by credit card? If so, how?
If your business agreement allows you to pay your monthly statements by credit card, you will now be able to manage this card online!
We recommend that you associate a credit card with your account when you open it. This can help you avoid annoying situations. If a credit card has not been updated, orders processed in the meantime must be paid by cheque or EFT (electronic funds transfer).
In the event that a card has not been updated and is declined, you may also lose the benefits of paying by credit card.
For the full procedure for changing your credit card details, click here.
I don’t see my establishment’s shopping lists. Why?
Only users with the roles of Administrator, Treasurer or Buyer can access shopping lists. To learn more about the User Management functionality, click here.
To learn more about the Shopping lists, click here.
Do I have to change the login ID for the order confirmation service used by my software?
No. The order confirmation uses the old CDMV platform IDs and will do so until the transition is completed. The new ID (email) associated with the new transactional site is only used to place an order. This situation is temporary, you will be informed as soon as your login ID can be updated.
How can I change my password?
By clicking on ‘Forgot your password?’ on the login page and following the instructions.
How can I change my billing or shipping address?
Please contact our Customer Service team.
I would like to remove a backorder product from my list, how do I proceed?
To do so, you must communicate with our Customer Service team.
Do you need assistance?
Contact us.
Information on regular products:
1-800-668-2368
[email protected]
Information related to controlled substances:
1-800-668-2368
[email protected]