At onlinepetshop.ca your satisfaction is very important to us. We have made our return policies transparent and simple.
Returning Online Purchases
If you’re not satisfied with your onlinepetshop.ca purchase, you can return the product for the purchase price (minus the shipping, handling, gift wrap and other charges). Product must be in its original packaging condition.
To return your product, you should mail your product to our physical address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Pack the item safely and securely for shipping and include the packing slip (retain a copy for your records). Affix the RETURN shipping label provided and send the package via a traceable and insurable method. Please note: exchanges are not available by mail. All shipping charges must be paid by the customer. COD deliveries will be returned to the customer.
Returns or Exchanges With a Receipt:
- Receipts are valid for 30 days from date of purchase.
- Credit card purchases will be credited to the original card used for purchase.
- A payment method other than a credit card was used for your order such as PayPal, the refund will be credited to your Paypal account.
- If exchanging a product, any positive balance will be refunded in the original form of purchase.
You must have a valid receipt to return or exchange any of the following products that are valued at $10 or more:
- Electronic merchandise, such as, collars, fencing and training items
- Grooming tools
- Filters or pumps
- Non-prescription pet medication or vitamins
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Products on sale are final and can not be returned.
Returning a Product
If you wish to return a product to onlinepetshop.ca, please follow the instructions below.
Return by Mail
- Include the RMA (Return Authorization Number) in the box. Retain a copy of the packing slip and tracking number for your return shipment.
- You will receive an email notification when your return is processed. Please allow 3-7 days for credit processing depending on your bank.
Please make sure
- Pack the product securely in the original product packaging, if possible. Please include all paperwork, parts and accessories. All products must be returned in good condition to ensure credit.
- Please include your order number, billing name and address with the product.
- Before sending your return shipment, please remove all extra labels from the outside of the package.
- All return shipping charges must be prepaid. We cannot accept COD deliveries.
- Keep the Return Tracking Number for your return package to monitor delivery status.
- Refunds are issued in the same form of payment originally used for the purchase, within 30 days of our receiving the returned order.
To contact our Customer Care Department and more options, please see the contact us page.
Damaged or Defective Items
If you receive a damaged or defective product, contact a Customer Care Representative within 3 days of delivery . Please be prepared to supply the order number as well as your email address and phone number.
onlinepetshop.ca will make every reasonable effort to assist you with your return. Customer is responsible for the return shipping charges.
If there is extensive damage to the carton upon delivery, contact a Customer Care Representative immediately. Send an email to firstname.lastname@example.org. Please have your order number available.
Thanks for shopping with us