FAQ (frequently asked questions)
Do we ship to the U.S.?
Yes, we ship anywhere in the world with the exclusions of some food lines.
How long does it take to receive an order?
Generally, your order will ship within a few days to a week or two and you will receive an email with a tracking number. If your item is going to be delayed for any reason beyond two weeks you will receive a phone call or email explaining the situation. We strive to complete all orders as quickly as possible.
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 exceptions to shipping might apply?
We have exceptions to shipping such as shipping to remote locations. You can always call us and we can quote you a price.
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 availabe for shipping to the USA.
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.
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.