Frequently Asked Questions

Ordering

How do i contact customer service ?

Simply click Contact Us page and it has all the detail. You can Email US or call us at 1 866-369-8088. We are open 10am - 4pm EST, Monday - Friday.

How can I check on the status of my order ?

Once your order is placed, an order confirmation email will be sent to your inbox. As soon as your package has left our warehouse, you will receive another email with your tracking number so you can find out when your order will arrive. You can also go to My Account to get the latest of your order status or clicking Track My Order.

What payment methods do you accept ?

We accept Visa, Visa Debit, Mastercard, Amex and PayPal. Additionally, Gift Cards and Pawperks Rewards points can be used as a payment method.

When will my credit card be charged ?

Your credit card will be charged once you order is placed.

Are all your products priced in Canadian Dollars ?

Yes, all our products are priced in Canadian Dollars and we are based in Ontario, Canada.

How do I cancel or change an order ?

You can cancel or change your order and obtain a refund at any time BEFORE we ship out your order. Please Email Us or call our customer service.

Out of stock items ?

We try to maintain inventory of all products on our website as accurate as possible, occasionally your order may contain some items which are out of stock. In this case, we will just ship out rest items in your order and refund the out of stock items. All out of stock items are automtically refunded after you received your shipment in 2-3 business days. We will send you a refund confirmation once it is processed. Unfortunately, we are not able to inform you the out of stock items before shipping your order.

How can I ensure that I do not lose the items in my cart ?

If you are logged in to your PetOnly.ca account, the items you add to your shopping cart will be available for 30 days on any browser and computer on which you use your PetOnly.ca account. The items will only be removed when you check out or remove them from your cart manually. However, if you are not logged in to your PetOnly.ca account, PetOnly.ca remembers the items you have added to your shopping cart for 3 days, and only on the browser and computer on which you added the items.

Can i pick up my order ?

No, All orders are either shipped by Canada Post, Purolator or Fedex.

Shipping & Delivery

How much is shipping ?

Please refer to our Shipping Info page.

When will my order ship ?

All orders are now shipped in 2-3 business days of your purchase. We will send you a shipment confirmation email with tracking number once your order is shipped. You also can check your order status by clicking track my order here.

Where will my order be sent from ?

All orders are shipped from Toronto, Ontario.

What shipping method do you use ?

All orders are either shipped by Canada Post, Purolator or Fedex depending on your shipping adress and the shipment size of your order. If you perfer us to use certain carrier for your order, please email us at [email protected] after the order is placed and we will try our best to accommodate your request.

Do you ship to P.O Box addresses ?

Yes, we ship to P.O Box addresses.

Do you ship internationally ?

No. We only ship within Canada.

Returns

What is your return policy ?

Please see our Return Policy page.

What if i received defective item ?

It's buyer's responsibility to check and test product in non-defective and working status within 15 days of receipt. After that, please contact manufacturer directly for warranty information.

What if i received damaged or wrong item ?

We are sorry to hear that. Please contact us within 2 days of receipt along with your order number and a picture of the damaged or wrong product that you received. Once is confirmed, we usually provide two solutions: 1. We will provide you a prepaid return shipping label to send back the damaged or wrong item. Once is received, we will resend replacement. 2. If you don't wish to wait, we can send you the replacement immediately by charging it to the same credit card. In this case, we will process a refund once the damaged or wrong item is received. Please note all damaged or wrong item must be sent back within 14 days.