1- How is Shipping policy and practices?
** Orders over $79 ship free! **
All other orders ship for a flat rate of $5.99 for Ontario & Quebec customers and $9.99 for rest Provinces & Territories excluding Remote Areas.
Remote areas are those areas come with following postal code prefixes. We will inform you with the additional shipping charge prior to shipping of your order.
Please note that if the order amount is under $30 CAD before tax, a fixed $9 CAD as handling charge will be added to the shipping cost at checkout.
2- How is Return policy?
Our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can return them within 15 days from the date you received your order. If you would like to request a return or replacement, please send us an email (email@example.com) with your order number and reason. We will issue you a return merchandise authorization (RMA) with instruction once your request is approved. No returns will be processed without a valid RMA being issued.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- Refund as store credit. With this option, returns are completely free! meaning we’ll pay the return shipping cost. You simply print out the prepaid return shipping label that is emailed to you then drop off the shipment at any Post office. Please note we don't issue refund for the original shipping charge that you have paid and we don't offer free returns on Pet Food, Bulky & Heavy Items, Cat Litters and Remote Area customers.
- Refund in your original payment method. You will be responsible for paying the return shipping cost. Again, we don't issue refund for the original shipping charge that you have paid.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are shipping an item or items over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Then please have your return item ship to address that we will provide you with the inclusion of RMA number inside your shipping box.
What is Autoship?
Autoship lets you schedule regular deliveries of your pet supplies plus receive discounts, so you never run out of pet food or other essentials like ever again and you SAVE more.
How do I set up an Autoship so I can receive a recurring delivery?
Just select quantity and frequency while adding your favorite items to your cart then proceed to checkout.
How can I add or remove items in my Autoship?
To add items: go to the product page of the item you'd like to add and click the "Add to My Autoship" that is close to Add to Card button. If you have multiple Autoship orders, you'll be asked to select which one you're adding to!
When a new product is added to an existing AutoShip, the new product will share the same renewal frequency that the previous product(s) is also using and in result, the original AutoShip product and the newly added product will be on the same recurring orders going forward.
To remove items: go to "My Subscriptions" and select your Autoship order. For the item you wish to remove, go to “Products in my AutoShip” and click on "Remove" and confirm you'd like to remove it from your Autoship order.
How do I pause my AutoShip or skip upcoming orders?
Go to “My Subscriptions” and click on the “Pause AutoShip” of each AutoShip you want to pause. During this time, you will not be billed or receive any orders that have not already been sent.
To skip each of your upcoming orders, click on the Manage Upcoming Orders then click on red Skip Order.
How do I cancel my Autoship?
Go to “My Subscriptions”, select your Autoship, and click the "Cancel Autoship" at the bottom of the selected AutoShip page and follow the instructions. This will cancel all future shipments of your Autoship order that means you will loss all discounts and promotions, so we strongly recommend to keep your AutoShip since you can simply change the products to those that, your family member and you wish.
How do I change my AutoShip frequency?
To change how often your AutoShip arrives; click the “Change frequency” link in the top section of selected AutoShip. Select your preferred frequency from the drop-down menu.
How can I change my shipping address?
Go to “My Subscriptions” and click on “Address and Shipping Information” of which AutoShip that you want to change its address.
When will my payment method be charged?
Your payment method will be charged automatically on the date you ordered your first order and started an AutoShip which you can find more information in the “Transaction History” of selected AutoShip.
For upcoming orders after the first order, the order date (when your credit card will be charged) will be automatically changed to the first 5 days of months.
What are the benefits of AutoShip?
After your first AutoShip discount, you’ll save an extra 5% for all remaining AutoShip orders and will have more time to play with your pet. Not only do you SAVE money and time by setting up an AutoShip, but also you can support your parents or older family members by setting up an AutoShip on behalf of them and let them just enjoy of their pet.
Is there a membership fee?
There's no membership fee, and you can cancel at any time.
Petanada Customer Care Team