Refund policy

We want you and your pet to be happy with your order. Because we sell food and health products for animals, a few conditions apply to returns.

Return window

You may request a return within 30 days of receiving your order.

Condition of returned items

Items must be unopened, unused and in their original sealed packaging, with any tags still attached.

Items we cannot accept

  • Opened bags, cans, pouches or containers of food, treats or supplements
  • Opened litter, bedding or hay
  • Used toys, beds, collars, harnesses, clothing or grooming tools
  • Prescription and veterinary-diet products once the seal is broken
  • Items returned more than 30 days after delivery
  • Items returned without prior authorisation
  • Gift cards

If your pet does not like the food

We understand this happens, and it is the most common reason people write to us. Unfortunately an opened bag cannot be resold or donated, so we cannot accept it as a return. Our suggestion is to buy the smallest available size when trying a new food, and to transition over 7–10 days rather than switching in one meal — most refusals are a transition problem rather than a taste problem.

How to start a return

Get in touch through our Contact page within 30 days of delivery. Please include your order number and the reason for the return. We will confirm whether the item is eligible and send you return instructions. Do not send items back before receiving confirmation — unauthorised returns cannot be processed.

Return shipping

Return shipping is paid by the customer. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.

Refunds

Once we receive and inspect the returned item we will let you know the outcome. Approved refunds are issued to the original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time for the funds to appear on your statement.

Damaged, incorrect or recalled items

If your order arrives damaged, or you received the wrong item, contact us within 30 days of delivery and include photos. We will replace the item or refund it in full at no cost to you — this is not treated as a standard return and you do not pay return shipping.

If a product you bought from us is subject to a manufacturer or CFIA recall, contact us regardless of how long ago you ordered it. Recalled items are refunded in full and do not need to be returned unless we ask.

Cancelling an order

Orders can be cancelled at no cost before they are dispatched. Once an order has shipped, the return process above applies.