Pickup & Delivery
For pickup, we will contact you by phone or email when your order is ready. Please allow us up to 24 hours for processing.
We provide free delivery service to any order over $45 before tax to all areas in Vancouver. We deliver Tuesdays and Thursdays between 4-9pm. You will receive an email confirming your delivery time once your order has been processed.
Please keep your phone connected during the delivery window, make sure your buzzer work, and someone will be home to accept the delivery. We will not be responsible for any damage or loss of goods should you instruct the delivery to be left anywhere unattended or with the concierge.
In case you miss the delivery, we will text or email you to reschedule. When we miss you again on the second delivery attempt, we will cancel your order minus a $5 handling fee. To help us serve you better, please leave us a note in the comment section on your order regarding your availability or special delivery instructions.
Please note we reserve the right to cancel an order and request additional information from our customers for verification purposes. For the benefits of our customers and the Canadian pet market, we do not support any unauthorized export or resale of any product we carry. Please contact the manufacturer directly if you want to make a bulk purchase and resell the products overseas.
SHORTAGE & SPECIAL ORDER ITEMS
In case of a product shortage, we will notify you by email with the estimated delivery date. Please reply to the email and let us know if you'd like to wait, swap it out to another product, or request for a refund.
We do carry a bigger product selection online than we do in store. Products that are exclusively online are special order items. They are specified with "Special Order Only" in their product UPC. Their ETA could range from 1~3 weeks subject to the vendor's shipment schedule. Please note all special orders are final, no exchange or return. Read more about our return policy.
COMMENTS & SUGGESTIONS
We love to hear from our customers!
Please contact us anytime should you have a suggestion or comment to make. That'll be the best way to reach our management team directly.
We are a small local business and sometimes it might take us some time before getting back to you. We thank you ahead for your understanding and patience. We promise to get back to you as soon as we can.