Common Questions

Ruffy delivers vet-prescribed pet medications across Canada. Your vet prescribes, and Ruffy handles everything after that: delivery, refills, reminders, and a real person to call.

No. Ruffy is a technology platform. Your medications are dispensed by an independent, licensed Canadian pharmacy engaged by Ruffy, and that pharmacy is responsible for dispensing your prescription under its professional and regulatory obligations. The dispensing pharmacy is identified on your checkout page, with its full details on our contact page.

Prescription delivery is available across Canada, in every province and territory. Specialty diets and some food products are currently available in Ontario only, with national availability in progress.

Never. Every order starts with a prescription from your own licensed veterinarian. Ruffy doesn’t prescribe and doesn’t give veterinary advice. For any medical question about your pet, your vet is always the right call.

Your veterinarian sends the prescription through Ruffy, and we text you a secure checkout link. Review the order, pay, and it’s on its way.

If your vet doesn’t work with Ruffy yet, ask them to email hello@ruffy.ca, or let us know your clinic’s name and we’ll reach out.

Yes, for all prescription medications and prescription diets. A valid prescription from a licensed veterinarian who has a relationship with you and your pet is always required. Ruffy also offers non-prescription health products that don’t require one.

No. There’s no paper to collect or drop off. Your vet sends the prescription through Ruffy directly, and if anything needs confirming, we sort it out with your vet.

A licensed pharmacist reviews every prescription before it ships. If something needs confirming or clarifying, we contact your veterinarian directly, so you don’t have to play go-between.

Yes. Compounded medications, like custom concentrations and flavoured formulations, are part of the same service. Your vet prescribes it, and we handle it like any other order.

Yes. Medications that need to stay cold are packed for safe transport and shipped so they arrive in good condition.

Certain medications and products, including controlled substances, may not be available through Ruffy. If your pet’s prescription is affected, we’ll let you and your vet know right away.

Yes. Reach us at 647-483-8821 or hello@ruffy.caand we’ll get you an answer from a licensed professional, or connect you directly.

Request it and we take it from there. Use the refill request form, or email hello@ruffy.ca, or call or text 647-483-8821.

We coordinate the renewal with your vet. If your vet needs to see your pet first, they’ll let you know.

You pay Ruffy through your secure checkout link, at the time you place the order. Prices are in Canadian dollars, and taxes and shipping are shown before you confirm. We accept major credit and debit cards.

Orders ship after the pharmacist’s review is complete, and delivery timing is shown at checkout. Tracking is sent to you the moment your order is on the way.

Your tracking link is sent to you as soon as the order ships. Anything else you want to know, just ask: hello@ruffy.ca or 647-483-8821.

Contact us and we’ll track it down, and if it’s lost, we’ll make it right.

Yes, of course. We can fill any amount, as long as it’s within what your vet prescribed and the pharmacist approves. Just ask.

Contact us and we’ll see what we can do. Delivery options are shown at checkout, but if you’re in a pinch, call or text 647-483-8821and we’ll work it out where possible.

Yes, any time before it ships. Contact us as soon as possible. Once a prescription has been dispensed, it may not be possible to change or cancel it.

For safety reasons, dispensed prescription medications generally can’t be returned or refunded once shipped, except as required by law or the dispensing pharmacy’s policy. If anything arrives damaged or incorrect, contact us right away and we’ll make it right.

Yes. Veterinary specialty diets and select food products are currently available in Ontario, with the rest of Canada in progress. Prescription medications ship nationwide today.

Ruffy is not an emergency service. If your pet needs urgent care, contact your vet or go to the closest emergency veterinary clinic immediately.

We collect only what’s needed to process and deliver your pet’s order, we don’t sell your personal information, and we share it only with the parties who make your order happen. The full details are in our Privacy Policy.

Email hello@ruffy.ca or call or text 647-483-8821.

If your clinic works with Ruffy, prescribing takes seconds and your client gets a checkout link by text. New to Ruffy? Email hello@ruffy.caand we’ll get you set up.

Home delivery, refills, and reorders under your brand, at your prices, with your clients. $0 upfront, nothing to stock. The full story is here, including answers to the questions clinics ask most.

Yes. Every prescription is dispensed by an OCP-accredited Canadian pharmacy and reviewed by licensed pharmacy professionals. The dispensing pharmacy is identified at checkout and on our contact page.

Because one of your clients ordered through Ruffy or requested a refill. We confirm the prescription with you before anything is dispensed — nothing ships without your authorization.

Pets stay on the medications you prescribe. Home delivery removes the pickup trip, easy refill requests remove the lapse, and smaller fills make treatment affordable enough to continue. Your clients get a real person to call about orders, so your front desk doesn’t carry the logistics.