Everything you need to know about ordering, shipping, returns and our products. If your question is not answered here, get in touch — we usually reply within 1–2 business days.
Ordering
How do I place an order?
Add the items you want to your cart and complete checkout. You will receive an order confirmation by email straight away. If it does not arrive, check your spam folder before contacting us.
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, Diners Club, JCB, Interac, Apple Pay, Google Pay, Shop Pay and PayPal.
What currency are prices shown in?
All prices are in Canadian dollars (CAD) and already include shipping. No separate shipping charge is added at checkout, even on heavy items.
Can I change or cancel my order?
Yes, at no cost, as long as the order has not been dispatched. Contact us as soon as possible with your order number. Once an order has shipped, our return process applies instead.
Do I need an account to order?
No. You can check out as a guest. An account simply makes it easier to see your order history and reorder food you buy regularly.
Shipping and delivery
Where do you ship?
We ship across Canada, including remote and northern communities.
How much does shipping cost?
Nothing extra. Shipping is included in the product price on every order — including 15 kg bags of food, cat litter, crates and cat trees.
How long will my order take?
Orders are prepared and dispatched within 2–4 business days. Once dispatched, delivery within Canada takes 5–7 business days. Total time from order to doorstep is therefore roughly 7–11 business days. Orders placed on weekends or public holidays begin processing on the next business day.
Why did my order arrive in two parcels?
Heavy or oversized items often ship separately from smaller ones. Each parcel has its own tracking number, and they can arrive on different days.
Do you ship frozen or refrigerated food?
No. We ship shelf-stable, freeze-dried and air-dried products only. Nothing that requires a cold chain.
How do I track my order?
Where tracking is available, we email you the tracking details once your order has been dispatched. See Track your order for step-by-step instructions.
My order has not arrived. What should I do?
Delivery estimates are estimates, not guarantees — weather, customs processing and carrier backlogs can add time, particularly for remote and northern areas. If your order has not arrived within 20 business days of dispatch, contact us and we will investigate.
Returns and refunds
What is your return policy?
You may request a return within 30 days of receiving your order. Items must be unopened, unused and in their original sealed packaging.
My pet will not eat the food. Can I return it?
Not once the bag or can is opened — opened food cannot be resold or donated, so we are unable to accept it. Two things help: buy the smallest available size when trying something new, and transition over 7–10 days by mixing increasing amounts of the new food into the old. Most refusals are a transition problem rather than a taste problem.
Can I return opened litter, hay or bedding?
No, for the same reason. Unopened bags within 30 days are fine.
Can I return a used toy, bed, collar or grooming tool?
Only if it is unused with tags attached. If an item failed or broke in normal use, contact us with photos — that is handled as a defect, not a return.
How do I start a return?
Contact us within 30 days of delivery with your order number and the reason. We will confirm whether the item is eligible and send you return instructions. Please do not send anything back before you receive confirmation.
Who pays for return shipping?
Return shipping is paid by the customer, except when an item arrives damaged or the wrong item was sent — in that case we cover everything.
What if a product is recalled?
Contact us regardless of how long ago you ordered it. Recalled products are refunded in full, and you usually do not need to send them back. The 30-day window does not apply to recalls.
How long do refunds take?
Once we receive and inspect the returned item we let you know the outcome. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to show the funds.
Products
How are products packaged?
Every item ships sealed in its original manufacturer packaging, with the batch code and best-before date intact. We do not repackage food, treats or litter.
How much best-before date will I get?
We ship the freshest stock we hold. If an item is close to its date we say so on the product page.
Do labels or formulations ever change?
Yes. Images, labels, ingredient lists, guaranteed analyses and feeding guides are supplied by manufacturers and may change without notice. Always read the label on the bag you actually receive.
Can you tell me which food or supplement my pet should have?
We are not able to give veterinary advice. Supplements sold here are not intended to diagnose, treat, cure or prevent any disease. Please speak to a licensed veterinarian before starting a supplement, changing a diet, or using any product on an animal that is pregnant, nursing, very young, elderly, or being treated for a condition.
Do you sell prescription food or medication?
Where veterinary-diet products are listed, the product page states what is required. We do not dispense prescription medication.
Contact
How do I reach you?
Use our contact form or email info@petesentials.com. We usually reply within 1–2 business days, Monday to Friday.
Who runs PetEsentials?
PetEsentials is operated by TALVION LLC. We are an online-only store serving customers across Canada — there is no physical shop to visit.