FAQs

What products can I purchase from heskavetshop.com?
Your Veterinary clinic can purchase veterinary orthopedic implants, surgical instruments, dental supplies and laboratory reagents and supplies from scilvetshop.com. Can't find a product you are looking for? Call us at 1.866.382.6937.

How can I register for heskavetshop.com ?
In the top right hand corner select the "Register" link. Please fill out all your information including your product of interest. Please allow 1 business day for your request to be processed. You will be notified by email once your account has been created.

Where can I find a tracking number for my shipment?
Under the "My Account" tab you will see a list of all your past orders. Click into your order and you will see a link to track your package. Your tracking number is also emailed to you when you order has shipped.

What forms of payment do you accept?
We accept Visa and MasterCard.

Can I save my payment information for next time? 
You can save your credit card information clicking "remember me" and entering your cell phone number. When you are ready to make your next purchase you will receive a text message with a confirmation code to confirm payment. For more information please visit:  https://pay.shopify.com/

My credit card was saved, but I want to remove it. How do I do this? 
If you have saved your credit card with Shopify Pay and no longer wish to use this service you can visit: https://pay.shopify.com/optout Enter your email and/or cell number to opt out and have your Shopify Pay account deleted.

Can you ship to international addresses?
The Canadian division of Heska only ships within Canada. We do however provide our online continuing education courses to international customers.

Can you ship to my PO Box?
We are only able to ship to street addresses. We are unable to deliver to PO Boxes at this time.

Can I cancel my order?
You must cancel your order by contacting us at 1-866-382-6937. In most cases, you may cancel your order if you contact Customer Service before 3PM EST (Monday through Friday) on the day you place your order.  Shipping charges are non-refundable when you cancel an order that has already shipped.

Will I be charged sales tax?
Yes. You will be charged tax according to the province you reside in.

I can't find the product I am looking for? 
Call us at 1-866-382-6937 and speak with a customer service representative. It may be special order, or it may be an item that we can source for you. We are here to help! You can also view Steris's full catalogue here

What is your return policy?
Un-autoclaved items and items that are still in the original packaging may be returned within 30 days. Shipping charges are non-refundable and return shipping charges are the responsibility of the customer. A refund will be issued once the returned items are received by Heska Canada Limited. ArmOR Hand Gloves are final sale. 

I'm having trouble with your website. What can I do? 
Check to see what browser you are using. If you are using Internet Explorer, try another browser such as Chrome or Microsoft Edge. Still having issues? Call us at 1-866-382-6937

I'm a scil Flex/Select OS, or RESET customer. How do I receive my credit? 
If you are a RESET, scil flex or Select OS customer you will receive your consumables credit by email in the form if a gift card. It is valid for one month and is to be applied at check out. 

How do i see the breakdown of what was paid by gift card vs. credit card 
You can see if a gift card was used and the amount by logging in to your account and visiting the "my account" page. You can then click into your order and see the payment methods and amount for each.

What is the expiry date on the product I am ordering?
Expiry dates vary from product to product. For exact dating please contact us by phone at 1-866-382-6937 or via live chat. Rest assured we will always ship the best available dating. 

The product I am ordering says it is temperature sensitive. What does that mean?
These products may require ice or heat packs to maintain the integrity of the product while shipping. This means that products with the temperature sensitive icon may not ship on Fridays.

Online Education

How long will I have access to my online education?
You will have access to your online education for 3 months.

I attended a live version of an education webinar. Will I get access to a recorded version?
Yes, you will have access to the recorded version of the course for 3 months.

I just finished my online course. How do I receive my CE certificate?
Once you finish your course you there is an option at the end to test your knowledge with a quiz. Once you pass the quiz your CE certificate will be automatically emailed to you. 

I completed my course but did not receive a CE certificate. What should I do?
Email heskavetacademyca@heska.com 

I live outside of Canada. Can I still purchase continuing education?
Yes! We sell our online continuing education courses worldwide.

Didn’t find the answer you were looking for? Give us a call at 1-866-382-6937. We’d be happy to help.