How can we help?

FAQ

Ordering

How do I contact Pet Pantry Food and Supplies?

To contact our Customer Support Team go to our ''contact us'' page and we will respond to you via email. 

Alternatively, you may also contact the customer support team by emailing: info@petpantry.ca.

May I call the store for my online order?

Unfortunately, our brick and mortar locations are designed to help walk in customers. They will not have specific information about your order, therefore it would be best to email us for our online support team to get back to you with the most accurate information. 

How do I place my order?

Our website is really user friendly and it is open 24 hours 7 days 365 days a year.
Once all your items are in your cart, you can click on "checkout and view cart". In this section you can adjust quantities, remove products, or apply discount codes.


We encourage you to sign in or create an account that will give you access to our Pet Pantry Paw Points Rewards. and it is a simple way to track past orders for reference. 


Our Customer Support Team is available to assist with purchases during our online customer service hours. (Monday to Friday 10 AM - 7 PM PDT.)

Can I place an order over the phone?

If you can't find the item you are looking for or you just don't like shopping online, just call the location near you Monday to Sunday 10:30 AM - 7 pm PM PDT and we will gladly take your order. 

For security reasons, we can't take card payments over the phone. So once your order is done you can E-transfer the amount due to info@petpantry.ca (no password required). Once the payment has been received we schedule your delivery.

How do I track my order?

Our standard turnaround time is 3 business days Monday to Friday for local deliveries and shipping excluding weekends and stat holidays. When we have the opportunity we try to finish deliveries and shipping sooner however please allow us 3 business days. After this period, if you want to know the status of your order please drop us a line at info@petpantry.ca.

When your order is out for delivery or shipping you will receive a separate email notification. 

Do I get a tracking number for my shipping/parcel?

Yes, you will get a tracking number via email to track your order with Canada Post for orders outside of our local delivery area and customers who choose shipping.

How do I cancel or change my order after I place it?

If you have changed your mind or made a mistake please let us know as soon as possible. You can email us at info@petpantry.ca 

If your order has not been picked up for delivery, we can offer options to get you the products you need. If your order has already been shipped, please see our Returns and Exchanges page on how we handle returns and exchanges.

When will I get an email confirmation?

You will receive an order confirmation when you place your order. 

You will receive a shipment notice, and a tracking link when your package has been shipped.

How do I redeem a Pet Pantry gift card?

In Store Gift Cards: Physical gift cards can be redeemed at the nearest Pet Pantry location.

Digital Gift Cards: Digital cards can be purchased online. Once purchased you will receive a digital redemption code for the value of the card. You may use the code at the check out to redeem the gift card value. 

Why should I register at the Pet Pantry?

Registering with Pet Pantry provides many benefits to you. You can subscribe to our newsletter and have access to our promotions, you can build a wishlist, have access to past orders and you also accumulate points!!! It all adds up fast to earn more points. You may get free points by sharing our posts or even liking us on Facebook and Instagram. You can find the complete list of earning free points on the home page. 

Do you send RAW food outside the local deliveries area?

Unfortunately no, due to the product's nature we don't have a way to keep it fresh for the time that will be in transit.

Shipping, Returns & Exchanges

Thank you for your purchase at Pet Pantry. Customer satisfaction is a priority for the Pet Pantry Team, which is why we have an easy and convenient return policy if you have any issues with your purchase.

Feel free to contact us at info@petpantry.ca and we'll do our best to make things right for you if you made an online purchase at petpantry.ca 

How long does it take for an order to arrive?

We offer a few delivery time frames:

Local deliveries: We aim to deliver within 3 business days based on product availability, Monday to Friday, except stat holidays and weekends.

Priority Local deliveries: Our Fastest Service for Time-Sensitive Orders. (Based on product availability). Order must be placed before 2pm for Monday-Friday Delivery. 

Outside local deliveries areas:

Canada Post Expedited Parcel: 1 to 7 businesses daysCanada Post Xpresspost: 1 to 3 businesses daysCanada Post Priority: 1 to 3 businesses days

This is not guaranteed, but it gives you an idea of what to expect. If we can't ship the order right away due to the product being out of stock, we will email you as soon as possible.

Do you ship to a PO BOX?

Unfortunately we DO NOT ship to PO Boxes. We require an actual address for shipping.

Who delivers my order?

For LOCAL DELIVERIES our delivery driver will be at your doorstep.

For OUTSIDE LOCAL DELIVERIES we are working with Canada Post.

Order cancellation policy

Orders can be cancelled with no charge to you if the item has not shipped yet in most cases.

We need 48 hours notice for cancellation. If the item is made to order and has a lead time, there may be exceptions. Please contact us immediately if you would like an order cancelled at info@petpantry.ca

If your order has already been shipped, and you would like to cancel the order, please do not reject the package when it arrives. Please accept the package from your courier and then follow our return policy which is highlighted below. In the event where the customer would want to cancel an order after it has shipped, the customer must cover the cost of return shipping. 

Returns & refund eligibility

In order to receive a full refund on returns, items must be returned in the original packaging delivered to you to ensure no damage is made during transit. Returns are accepted during a period of up to 14 days from when you received your order. We do not cover return shipping fees.

Item condition must be in new and resellable condition. Items that are returned with missing parts, used, dirty, or even damaged may be refused for return or may be subject to a reduced refund depending on what condition it is returned.

In the case where Pet Pantry offered free shipping on an item, a restocking fee may be deducted from your total refund.

Restocking fees are subject to specific items. If you have a question as to whether or not the item you ordered has a restocking fee, please feel free to contact us at info@petpantry.ca

Return & refund policy exceptions

Unfortunately, there are some products that we can not take back due to its nature and health reasons. Please see below exceptions by brands or category for each item:

Electronic merchandise, such as, collars, fencing and training items., grooming tools, filters or pumps, non-prescription pet medication or vitamins.

Raw products: Due to the nature of these products and as we can't ensure how has been handled once left our stores we do NOT ACCEPT return on any kind of raw food. 

Kibbles: We understand how hard it can be to find the right food for your furry friend, that's why we do accept returns for open food bags (kibble) when the product is returned 90% full with original packaging. 

Other products: Other products like can food, toys, or accessories of any kind have to be unopened or/and in its original packaging to be eligible for a store credit or exchange.

Return procedure

In order to initiate a return, please complete the following:

Returns are accepted during a period of up to 14 days from when you received your order.

1. Email us (preferably from the email you used to order) your name under the order, order number, and why you would like to return the item toinfo@petpantry.caIn this email, please be detailed as possible and provide any photographs if necessary, in order to streamline the process.

2. As soon as we complete your return request, you will be sent an email confirmation for your return and steps to follow.

3.Once your return is received and reviewed, we will notify you via email that we have received your item and the status of your refund.

Return shipping

Return shipping is covered by the customer.

Damaged items

Although rare, items do sometimes arrive damaged sometimes from transit. In the case that this happens, please notify the courier and write that the package was damaged in transit when signing. In the event that the item you ordered is damaged itself, please provide photos toinfo@petpantry.caand we can help you with an exchange or return.

Rewards Program

IN STORE Reward program

For the In Store Program you earn 1 point for every dollar you spend before taxes in any item in regular price (sale items are excluded)  and you are able to redeem 40$ for every 400 points you accumulate.(There are four tier of redemption depending on how many points you have) 

Online Reward program

For the Paw Point Rewards you earn 10 points for every dollar you spend before taxes in every item available and you are able to redeem 5$ for every 2500 points you accumulate.(There are four tier of redemption depending on how many points you have) 

Can I redeem my in store points online?

SHORT ANSWER IS NO.

The Paw Point Rewards online and the In Store points Program work at different ratios since the online prices include certain discounts and fees automatically.

Due to the different ratios points can not be merged and must be used either online or in store. 

The Free Bag Program is also not usable online. It can only be used in brick and mortar locations.

Get in touch

Have questions about your order, or a general enquiry?