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Shipping & Returns

Shipping

Thank you for shopping with us! We strive to deliver your orders promptly and efficiently. Please take note of our shipping timelines:

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  1. In Stock Items:

    • Delivery within 24-48 hours.

  2. Items with 4-7 Business Days Arrival:

    • Some products may require additional processing time. Please refer to the item description for shipping time. If no specific information is provided, you can expect the regular 24-48 hour shipping time.

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We appreciate your understanding and patience. If you have any questions or concerns, feel free to contact our customer support. We do our best to process our orders as fast as possible However, it is important to note that the carrier may experience handling delays over which we have no control.

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Holidays may effect shipping time.

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Liability after Delivery:

Once your order has been successfully delivered to the provided shipping address, the responsibility for the security of the products transitions to you, the customer. Regrettably, we cannot be held liable for any products that may be stolen or misplaced after a successful delivery.

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To ensure the safe receipt of your order, we recommend the following precautions:

  1. Prompt Retrieval: Please aim to retrieve your delivered items promptly to minimize the risk of theft.

  2. Secure Delivery Location: If possible, designate a secure delivery location or provide specific delivery instructions to minimize exposure.

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While we understand the importance of a seamless shopping experience, the security of your delivered items is a shared responsibility. Thank you for your understanding.

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Quebec: 

Orders Over $75 CAD will be shipped for free​

Return & exchange policy

Returns

Items can be returned up to 10-days from the day its received. To be eligible for a return, 

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  • Dry Kibble: All kibble can be returned opened or unopened. Provided that it is in the original packaging and 50% of the kibble is remaining. 

  • Cans: Must be sealed in the original packaging.

  • Raw Food: Non-Refundable

  • Treats: Non-Refundable.

  • Toys: Non-Refundable unless defective.

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For returns, you can contact us at Shop@peluchepetshop.ca. We’ll send you a return shipping label, as well as instructions on how and where to send your package. The full amount will be refunded to the original payment method minus the return shipping costs. Items sent back to us without first requesting a return will not be accepted. On-Sale items cannot be returned.

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Damaged Items

If your order arrives damaged in any way, please email us as soon as possible with your order number and a photo of the item’s condition. 

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Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is processed, make a separate purchase for the new item.

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We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method minus the return shipping costs. 

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