FAQ

Do we ship to the U.S.?

Yes, we ship to Canada, the US, and internationally with some food restrictions. Generally speaking products with beef, or chicken cannot be shipped to the US. Fish products are okay to ship.

How long does it take to receive an order?

Generally, your order will ship out within a few days up to two weeks and you will receive an email with a tracking number. If your item is going to be delayed (beyond two weeks) for any reason, you will receive a phone call or email explaining the situation. We strive to complete all orders as quickly as possible. Once the item ships you can track the progress and timeline for delivery.

How can I find out more details about my order?

Call us toll-free at 1-844-264-7387 Monday to Friday and one of our staff would be delighted to update you.

How is shipping calculated?

Shipping is determined on weight, size and distance to location. If you are ordering food, it is generally a heavier item and will be more costly to ship then toys for example, that weigh less.

What is the fastest shipping method?

Regular and Expedited shipping are the slower methods of Canada Post. If you want to get your package faster, select Xpresspost as this is the quickest.

What exceptions to shipping might apply?

Customers have a choice as to their shipping methods unless it is a PO Box. In that case you must select Canada Post shipping.

For some remote northern Canada addresses there is a limit to the size of parcels we can ship.

Which Acana and Orijen brands do we ship to the USA?

We ship only the Canadian recipies of Acana and Orijen. Orijen 6 Fish and Acana fish based kibbles like Pacific Pilchard and Pacifica are available for shipping to the USA. We ship other foods if they are fish-based.

What does pre-order mean?

Pre-order on an item simply means that it may not be in stock for immediate shipping; however it only takes a short amount of time for us to get that item in. For example, if you order an item on a Sunday, in most cases, we would have that item ready to ship by Thursday or Friday the same week.

Returns:

We will gladly accept returns on regular priced items in the original condition within 30 day’s. These items must be returned to us by the customer either in-store, or shipped back at the customer expense. There are exceptions to this, such as sale items, health care products like supplements, and beds.

COVID RESTRICTIONS:

Due to covid19 restrictions, certain products are taking longer then usual to restock and may cause delays. In this case, you will be notified.