RETURNING YOUR PETLAND.CA PURCHASE

Your satisfaction is very important to us. Please review our no-hassle return policy for products purchased on Petland.ca.  Items purchased may be returned within 30 days of the delivery date for the original purchase price. There may be deductions to the refund due to re-stocking fee, shipping, etc.

*There are some exceptions to our policy regarding returns and refunds. These include clearance sale items, special orders and custom engraved tags.

All returns must be sent to the originating warehouse.  Please check your order's shipping label for that information or contact us if you need the originating warehouse's address (email:  support@petland.ca).

Product cannot be returned to any Petland stores.

Please review the following instructions in order to make sure that your return is processed correctly and quickly:

1. The product must be in its original packaging.
2. You are responsible for all inbound and outbound shipping costs.
3. You may not cancel orders that have already been shipped without a cancellation fee.
4. Credit for returned items will be given within 10 days after Petland receives the item.
5. The return will be credited to whichever tender was used for the purchase (i.e. credit card, gift card, debit card)
6. Please contact a Customer Service Agent to confirm your return.

All unopened merchandise will be refunded for the original value of the product unless the original order had a “free shipping” rate, then the refund amount may have shipping costs deducted from the total.

DAMAGED / DEFECTIVE PRODUCTS:

If you receive an item that is damaged and/or defective, Petland.ca would be happy to exchange your product at no additional cost to you. If you suspect damage upon delivery (for example, if the outer packaging is damaged), please note “Possible Freight Damage” on the delivery receipt. If the product is damaged upon further examination, please contact us as soon as possible.

It is recommended that you look over your products immediately after receipt to ensure that the item is what you expected to receive when you placed the order. If there are any problems, it is likely that they can be resolved without exchanging the product. If you have been using the product and there is an issue, you should contact the manufacturer’s customer service department or contact us for assistance.

Returns can be made within 30 days after the purchase delivery date.

Note: Unless an error has occurred on our part in the shipment of your order or if the product is defective, shipping fees charged at the time of order will not be refunded.  We cannot accept COD return orders.  For orders that were shipped with a “Free shipping” rate, the cost of shipping will be deducted from your refund for shipments that were marked “return to sender” or “refused delivery”.

*Petland Canada reserves the right to limit or decline returns and exchanges.*

If you wish to speak to customer service regarding our return policies or processes, you can contact us Monday through Friday (8:30am to 5:00pm CT) support@petland.ca or call us at 1-855-839-0555.

SHIPPING INFORMATION:

Petland ships Monday – Friday (excluding general holidays) within Canada. Orders made online after Friday at 10 am local time will ship the following business day (subject to daily order volume and warehouse availability). However, please allow up to 2 business days for processing of orders.

Petland will happily ship to your home and/or office. We use Canada Post, Purolator & Canpar for delivery. "Free Shipping" will usually be sent through Canpar Ground service. Canpar Ground & Purolator Ground services do not have guaranteed delivery times and the shipping times will only be estimates.

*Please be advised that Canada post announced a national strike on November 15, 2024.  Their operations will shut down during the strike.  Any mail and parcels will not be processed or delivered for the duration of the national strike.  Canada Post will not be accepting any new shipments until the national disruption is over.

You may still choose Canada Post as a shipping option. If you choose Canada Post, you are agreeing to a delay in shipping.  Your order will not leave our warehouse until the Canada Post strike is over.

Orders made online after Friday at 11 AM CST will be processed the following business day. When considering delivery times after an order is placed, please allow 1-3 business days to process your order. Courier delivery times do not include the day the order has been picked up from our warehouse.

Orders that include "special order" items will not be shipped until the "special order" item arrives in our warehouse.

Please provide a street address if you choose "Free Shipping", Canpar or Purolator as your shipping method.

If you have a PO Box, Rural Range Road, Township Road or Site land location address, you must choose Canada Post as your shipping method.

If your address is an apartment or condo, please include the buzzer number.
Both Canpar and Purolator shipments will require a signature upon delivery unless you have requested the shipment to be left at your front door with "no signature required". If you do not make this request and are not home to receive your order, an attempted delivery notice will be left at your front door. The notice will indicate the depot where you can pick up your shipment.

Please note that neither Petland nor the delivery service is liable for any lost or stolen packages if you have requested the shipment to be left at your front door.

Risk of Loss and Shipping and Delivery:

All items purchased from Petland.ca are made pursuant to a shipment contract with a shipping carrier. This means that the risk of loss and title for such items pass to you upon delivery of the Products to the carrier. Products will be shipped to the address designated by you, if applicable, so long as such address is complete and complies with any shipping restrictions contained on the Site. The time and location of delivery of the Products to you is at the discretion of the carrier.

Undeliverable packages:

Occasionally, we will have a package returned to us because it was undeliverable. When this occurs, we will issue a full refund for the price of the product plus taxes. Shipping charges are non-refundable. If your order had "Free Shipping" the shipping charges incurred by Petland for your order will be deducted from the total product refund amount.

We receive return packages marked “undeliverable” for the following reasons:

• Missing house number, unit number or buzzer number
• Missing street name, City, or province
• Incorrect Postal Code
• Failed delivery attempts or the item was not picked up from the local depot within 5-10 business days.
• Refused by the recipient.

Petland.ca customers have toll-free access to highly trained customer service reps for solutions to a variety of pet questions. Contact us with any questions or concerns.

*Canpar has issued an notification:  "Due to the Canada Post strike and inclement weather throughout the country, please expect delays in service."