FAQ

Do you ship worldwide?

YES! We ship worldwide.

What is your shipping charge?

Shipping is Free. Irrespective of the size of your order, we do not charge any shipping fee. We do offer tracked shipping though, which comes at a cost of $4.99!

How long does it take for an order to be shipped?

Most orders are shipped on the day they are received. If an order is placed on a holiday then it is shipped on the next business day. In case your order is not dispatched within 5 days you will be notified via email for the delay.

Will I be informed when my order is shipped?

Yes! Once your order is shipped, you will receive a shipping confirmation email with details (Please check your spam/junk folder). If you do not receive a confirmation email within 48 hours, please contact us immediately via an email or call us.

Where can I check my order status?

You can check the status of your order by logging into your account or email us at customerservice@CanadaPetCare.com or call us Toll-Free at 1-800-982-1308 (Mon-Sat 9 AM- 6 PM CST).

Please note that your package has to be scanned by the logistics team and the data has to be uploaded before the tracking details can be made available. This may take up to 2 to 3 days from the date of shipment.

In case of any problems, you will be contacted by our customer service agent.

How long does it take for delivery?

Most orders are delivered within 7-10 business days. If an order is not delivered within 21 business days, we offer a full refund or reship as per our Money Back Guarantee. However, we do not provide a refund or a reship in case of a wrong or incomplete address provided. Moreover, we will not be able to offer a refund or reship if the shipping company provides us with proof of delivery. Once delivered to the address provided, the order is the receiver's responsibility.

Usually orders are delivered within 7-10 business days in Europe, North America, New Zealand, Australia, Japan, Korea, Malaysia, Singapore, Hong Kong. Kindly note that the average time outside these regions or countries is between 3-4 weeks.

Kindly note that the average delivery time for the orders outside the USA is 3 to 4 weeks.

Can I return my order if I am not satisfied?

In accordance with our 100% Customer Satisfaction Guarantee, you can return your order for a refund. Please contact our customer service team within 7 days of receipt of your order for the return authorization number and our returns address. We accept returns of all unopened products.

Will I get a refund if I do not receive my order?

Yes, you will receive a full refund if you do not receive your order within 21 business days.

P.S: If the address provided is wrong or incomplete, or the shipping company provides the proof of delivery, we will not be able to provide a refund. Once order delivered to the address provided, it is the receiver's responsibility.

Will I get a full refund on my returns?

Yes, you will receive a full refund on your returns. All refunds are processed to the same mode of payment from which the funds were received.

What is an International Transaction Fee or Cash Advance Fee?

Your bank applies an international transaction fee to most purchases, cash advances or transactions carried out on your credit card when a transaction is made on websites located outside your country or the merchant accepting the card is overseas.

A foreign transaction fee is applied by your credit card issuer and is usually charged as a percentage of the purchase that you are making with 1-3% being common. This is normally charged by your bank.

International transaction fee is usually a small percentage of your transaction amount. This extra charge is either charged as a separate transaction on your credit card or added to the statement total.

Please be assured that CanadaPetCare is only charging you the amount noted on your invoice. The extra charge is levied by your bank. Not all banks charge international fees. To avoid paying them, look for a provider that does not charge cash advance fees or check with your bank before placing an order with us.

Sometimes images on website are different from product received, why?

Since we ship worldwide all images shown are for illustration purposes only. Actual product may vary due to product enhancement or supplier change. Sometimes, due to differences in monitors, colors of products may also appear different to those shown on the site. Also, some products may have an associated image only, which are for reference and illustration purpose only.

All pet products sold by us are brand name, and have the longest expiry date available. Products which we sell are manufactured in the same factories, with the same ingredients as those sold under the same name in Europe, North America, NZ, Australia etc. To keep costs low, products are often sourced from countries where they are cheaper such as UK, Australia etc. This means that the packaging may be slightly different to that available in stores in your country. For example, weights and measurements may be in metric. All instructions for use and safety notices are written in English. You agree to accept the products "as is" and will not object to this.

Except as set out in the terms of service and Our Guarantee, we accept no liability for the contents of this website or any of the products sold. Our liability for any product which is defective or causes loss or damage of any kind is limited to the cost of the product or the provision of a replacement.

It is your responsibility to ensure that your use of this website and the purchase of any products from us complies with the law of your country. We make no representation or warranty in this regard. By placing an order you warrant to us that in doing so you are complying with all laws in your country.

All local taxes, customs duties and other government fees and charges imposed on any products you purchase or on your purchase are your responsibility.

In case by error of judgement you ordered something from Canadapetcare.com which violates your jurisdictions local tax/import/sales law etc or you were made aware of such laws, we may help you return for refund/dispose off the product and refund so that you don't violate the law. We do not endorse illegal importation/sale of our products and service any jurisdiction.