FAQ

Answers to the questions we receive most often. If you can't find yours, reach us through our contact page.

Shipping

Where do you ship?

We ship to Canada, the United States, the United Kingdom, Australia, New Zealand and most European Union countries. The full list is on our Shipping Policy page.

How long does delivery take?

Orders are processed within 1–2 business days. Most orders to Canada and the United States arrive in about 7–12 days after shipping. Delivery to other countries can take longer. These are estimates, not guarantees.

How much does shipping cost?

The exact cost is shown at checkout before you pay. Some products ship free to Canada and the United States; others have a flat rate of CAD $6.00. Shipping to the United Kingdom, the European Union, Australia and New Zealand is CAD $10.00 to $12.00 depending on the products.

How can I track my order?

You will receive an email with a tracking number when your order ships. Tracking can take 24–48 hours to update. If it has not moved for more than 7 days, contact us with your order number.

Will I have to pay customs or import fees?

For orders shipped outside Canada, customs duties, import taxes or brokerage fees may apply in your country. Unless stated at checkout, they are the customer's responsibility.

Returns and refunds

What is your return policy?

Eligible products can be returned within 14 days of confirmed delivery if they are unused, in their original condition and packaging, and complete with all accessories. Contact us before sending anything back so we can give you return instructions. Return shipping may be at your expense unless the product arrived damaged, defective or incorrect. Full details are in our Refund & Cancellation Policy.

My order arrived damaged or incorrect. What should I do?

Contact us as soon as possible, ideally within 7 days of delivery, with your order number and clear photos or videos of the product, the packaging and the shipping label. We will offer a replacement, a refund or another suitable solution.

Can I cancel or change my order?

Contact us as soon as possible with your order number. We cannot guarantee that a cancellation or an address change is possible once the order has been processed or shipped.

Products

Are your products safe for my pet?

Please read each product's instructions, warnings and safety information before use, and use products as intended and appropriately for your individual pet. We do not provide veterinary advice; if you have concerns about your pet's health or about whether a product suits your pet, consult a veterinarian.

Contact

How can I reach you?

Use our contact page and include your order number if your question is about an order.