FAQ

How long does it take to process my order?

Orders are usually processed within 1 business day. Orders placed after noon, on weekends or on holidays may start processing the next business day.

How much is shipping?

Standard shipping within Canada is $12, and free on orders of $75 or more. Express shipping is $20. Exact costs and delivery estimates are shown at checkout before you pay.

Why does my checkout show more than one shipping charge?

Some products, including our Canadian-made treats and some cat trees and toys, ship directly from our partner makers. These items have their own shipping rate, shown separately at checkout, and aren't included in the free-shipping offer. Your order may also arrive in more than one package.

Will I get tracking?

Yes. When your order ships, we'll email you a confirmation with tracking where the shipping method supports it.

Do you ship outside Canada?

At the moment we ship within Canada only.

Do you have a discount for first-time customers?

Yes! Use code First1 at checkout for 10% off your first order.

Can I cancel or change my order?

You can request a cancellation or change within 15 minutes of placing your order. Contact us as soon as possible.

What is your return policy?

You can request a return within 30 days of delivery. Items must be unused, in their original packaging and in the condition you received them. Please contact us before sending anything back; items returned without an approved request can't be accepted. See our Refund Policy for full details.

My item arrived damaged or wrong. What should I do?

Please inspect your order when it arrives and contact us right away with your order number and a photo, and we'll make it right.

Will I pay duties or taxes?

Canadian orders may include GST/HST/PST/QST. If taxes are calculated at checkout, nothing more is due on delivery. See our Shipping Policy for details.