Shipping policy
Processing time
Orders are prepared and dispatched within 2–4 business days of being placed. Orders placed on weekends or public holidays begin processing on the next business day.
Delivery time
Once dispatched, delivery within Canada takes 5–7 business days. Total time from order to doorstep is therefore approximately 7–11 business days.
Shipping cost
Shipping is included in the product price. There are no separate shipping charges added at checkout, and there is no minimum order value.
Heavy and oversized items
Large bags of food, cat litter, crates, cat trees and aquariums ship by the same service and at the same included price. Oversized items may be delivered by a separate carrier and can arrive on a different day from the rest of an order.
Tracking
Where tracking is available, you will receive tracking details by email once your order has been dispatched. Orders containing several items may ship in more than one parcel.
Delays
Delivery estimates are estimates, not guarantees. Weather, customs processing and carrier backlogs can extend delivery times, particularly for remote and northern areas. If your order has not arrived within 20 business days of dispatch, please reach us through our Contact page and we will investigate.
Temperature-sensitive items
We do not ship frozen or chilled products. Freeze-dried, air-dried and shelf-stable items ship normally year-round. Liquid products can freeze in transit during winter; if a liquid item arrives frozen, let it thaw at room temperature and contact us if the container has split.
Shipping addresses
Please check your shipping address carefully at checkout. We cannot be responsible for orders delivered to an address that was entered incorrectly. If a parcel is returned to us because of an incorrect or incomplete address, we will contact you to arrange reshipment.
Lost or damaged parcels
If a parcel is confirmed lost in transit, or arrives damaged, contact us and we will replace or refund your order. See our Return & Refund Policy for details.