FAQ & Shipping

ORDERING

What happens after my order is placed?

Once you have completed placing your order, you will receive a confirmation number as well as an automatically generated email with your order details. A confirmation email will be sent shortly after your products have been shipped. Sometimes, it takes longer for messages to show up in your mailbox so please allow up to 24 hours for each message. If you do not receive either confirmation after that time, contact us or call us at (416) 429-7387.

Do I have to place my order online?

If for any reason you prefer not to complete your order online, Petopia will gladly accept your order by phone, fax or mail. If you wish to speak to someone, please call us at (416)429-7387 between 10 a.m. and 6 p.m. ET, Monday through Friday, and our knowledgeable and friendly staff will assist you in placing your order.

What are “special order” products?

Some products require customization or cannot be stocked like the rest of our inventory. Delivery times vary depending on the product and an estimate is listed on the product description page. If no estimate is provided on the product page, one will be sent along with the confirmation email. In some cases, the products are shipped directly from the manufacturer.

How long will it take for my order to arrive?

All orders received are processed within 24 hours on a business day. Delivery times are dependent upon the product(s), inventory status, and the method of delivery you selected. You will be notified by email once your order has been shipped. If you chose in-store pickup, you will be informed when your order is ready and you will have 7 days to claim your order.

How much tax will I be charged?

All orders shipped within Canada will be charged sales tax (GST and PST or HST) where applicable. If you have a tax exempt status, please contact us and we will do our best to assist you.

What delivery area is covered by Petopia?

Please see map for delivery area. Orders with shipping addresses outside of the coverage area will be shipped via postal or courier services.

How can I review order details?

Registered users can log into their account and view the order history and details of any online order.

Can I change or cancel my order?

We process orders in the order we receive them and sometimes in as quickly as 15 minutes.  We may change your online order during normal customer service hours as long as the order fulfillment process has not begun. If you wish to modify your order, please email us at info@petopiashop.ca .

Shipping & Delivery

Where do you ship from?

We ship all products from Toronto, Canada. Some special order and custom products may be shipped directly from the manufacturer.

Can I ship my order outside of Canada?

At the moment we offer shipping to Canada and the United States. For international orders, please contact us for an accurate shipping quote.

How will my orders be shipped?

Orders are shipped via Canada Post or by courier (i.e. UPS, Fedex, Purolator, etc.). Orders shipped within the GTA may be delivered by a local courier service or by Petopia directly. 

May I choose my shipping carrier?

At the moment, the automated checkout does not allow for the choice of a specific shipping carrier. It only provides the most economical shipping option based on the delivery time chosen. For whatever reason, if you would like us to ship your order via a specific carrier, please contact us directly and we will do our best to accomodate your needs.

Must I sign for my delivery?

All shipments include insurance and require a signature. Petopia will not be responsible for any damages to shipments if the signature is waived. Thorough inspection must be made upon delivery and all damage noted on the delivery receipt. If an item is damaged, delivery should be refused and you should notify us immediately. Please remember to save all shipping and merchandise packaging.

What do I do if my merchandise arrives broken or damaged from the carrier?

If your order arrives broken or appears damaged, refuse the delivery and contact us as soon as possible. Please remember to save all shipping and merchandise packaging.

Is expedited shipping available on all products?

Expedited shipping is available for most items. Some special orders or custom items may not allow for this option.

Are there any shipping restrictions?

We only ship within North America at this time. Also, the methods of delivery available may be limited for some products, due to their size and weight.

Returns

How long will it take for me to receive a credit once I return an item?

Once we receive you returned product, please allow us up to 30 days to process your return. In most cases, refunds will be issued in the form of the payment originally used for purchase.

What is your return policy?

Please see return policy.

Will I be reimbursed for my return shipping costs?

If the product is damaged or defective, we will pay for the return shipping.  For all other product returns, the customer is responsible for shipping charges. Please see our return policy for more details.

How do I report a damaged or defective product?

If you received a defective or damaged product, please contact our customer service department as soon as possible. We will do our best to send you a replacement. For more information, please see our return policy.