Shipping & Return

Standard Delivery Rates:

• $9.99 for non-qualified delivery orders within Ontario.
• $20.99 for non-qualified delivery orders outside Ontario.

Free Standard Shipping:

• GTA (Greater Toronto Area): Orders over $75 before tax.
• London, Brampton, Waterloo, Hamilton, Guelph, Whitby, Milton, Kitchener, Niagara Falls, Stouffville: Orders over $169.99 before tax.
• For Canada and US, orders under 5kg: Orders over $199.99 before tax.
  • Extra fees may apply to overweight/oversize orders.

Order Cut-off Time:

• Orders paid before 2 PM will be delivered on the same day, barring uncontrollable weather or special conditions.

Self Pick Up:

• In-store pick-up available by choosing the "PICK UP" option at checkout.
• Depending on item type, self-pick-up orders are ready on the same day or the next day.
  • Orders containing only food, cat litters, or certain items will be ready on the same day.
  • Orders placed before 2 PM will also be ready on the same day.

Same-Day Delivery for GTA Area:

• Door-to-door delivery in GTA and surrounding areas.
• Free delivery on orders over $75 before tax or a $10 delivery fee may apply.
• Orders delivered same day from 6-11 PM.

Special Sunday Delivery:

• For Brampton, London, Guelph, Kitchener, Waterloo, Milton & Hamilton.
• Free delivery on orders over $169.99.
• Cutoff time is at 2 PM every Saturday.
  • Frozen food not available for special delivery orders.
  • Please order one day before the delivery day.

Shipping within Canada and US:

• Extra shipping fee for overweight/oversize orders calculated real-time via the carrier.
• Duty and taxes are not included. Shipped Delivered Duty Unpaid.
  • Frozen foods not available for shipping orders.
  • Cat litter may leak during shipping. We're only responsible for serious damage.

Other Circumstances:

• Wrong Address: Contact us ASAP before shipping. Extra fees may apply for address corrections post-shipment.
• Lost Package: Contact us immediately if tracking never confirms delivery. We'll communicate with the courier but not responsible for lost packages.

Return Policy:

• No exchange or return for cross-infection prevention.
• Discounted items are final sale. No returns/exchanges.
• For factory defects, return/exchange period:
  • 30 days for water fountains, feeders, and automatic cat litter machines.
  • 7 days for other pet supplies.
• Customers responsible for return shipping cost and risk.
• Refund issued upon receipt of returned product (5-10 business days on original payment method).
  • For second delivery charge avoidance, provide clear instructions for package delivery.
  • Cancellation fee applies for orders held longer than 10 days.
  • Self-pick orders not picked up within 30 days will be donated; no refund issued.

Contact Us:

• Phone: +1 226-978-7397
• Email: petpetzsales@gmail.com
• Wechat: Petpetz

For any inquiries about our return and refund policy, feel free to contact us through the provided channels.