Shipping, Order Status FAQ & Returns Policy

• Shipping information
• USA shipping options
• International shipping options
• Canada shipping options

Order & Shipping Status

• How do I know if my order has been processed?
• Do I need to be home for the delivery?
• Tracking my order
• Tracking my shipment
• How do I change or cancel my order?
• 'No Shipping Required' or 'Local Emergency Pickup' - do they mean I can pick up my order?
• What happens to backorder?
• My order never arrived...
• An item is missing from my order...
• I received an incorrect item...

Returns Policy

• Unopened and unused product
• Damaged or broken product

We know shipping options are important for our customers. Whether you need to receive your order urgently, quickly or cost effectively, we've worked hard to bring you these worldwide shipping options.

(1) Estimated delivery time, in business days, is based on receiving your order by 11am (pacific standard time) or by 10am for US & Int'l Purolator shipment. We cannot guarantee same day processing for orders received after these deadlines (though we will do our best). All delivery times are 'estimates only' according to the couriers.

Orders received on Friday after the deadlines will be processed Monday or the first business day after a holiday. We close on weekends and Canada statutory holidays (see contact us for a listing of dates).

(2) There is no local pickup/drop off service as we are not a retail outlet. If it is an emergency or if you live very close to Port Coquitlam, BC, Canada, please contact us to arrange a pickup appointment and select the 'Local Pickup' option. We absolutely cannot deliver or arrange shipping options outside of our contract couriers.

(3) All Purolator, Greyhound and Canada Post Priority Courier shipments require a physical delivery address. Other Canada Post (CP) shipments (worldwide) can be delivered to a PO box.

(4) If the shipping price is displayed as $0.00 or $10,000, this option is unavailable for your area (except for 'No Shipping Required'). All shipping prices will display once you fill in your 'ship to' and 'bill to' information, and click 'Next'.

(5) Courier's fuel surcharge is already included in the shipping prices. GST or HST will be calculated for Canadian customers.

(6) Due to volumetic weight, rural surcharges & rapid rate changes, we reserve the right to adjust shipping fee. We will email you for permission if rate is higher before shipping.

(7) Since we have no control over the postal services, courier companies and their counterparts in various countries, we assume no responsibility nor liability if delay, damage or loss occurs due to strikes, accidents, weather disturbances, human errors or other unforeseen events. We reserve the right to redirect your shipment, if possible, and charge the alternate shipping fee to your order (with your permission).

(8) Custom regulations and taxes vary in different countries. You are responsible for any custom charges and local taxes. We hold no responsibility nor liability for any damages, delay, loss or confiscation of your order by your custom offices.

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USA Shipping Options

Express Service (Purolator Air)

For urgent next business day delivery in over 35,000 destinations in continental USA, Alaska & Hawaii (must receive order by 10am). Other US destinations may take longer. Physical address only. Maximum 5 lbs.

Saturday Service (Purolator Air)

For urgent Saturday delivery in major cities in continental USA (must receive order by Friday 11am). Other US destinations may arrive Monday or later. Not available for Alaska or Hawaii. Physical address only. Maximum 5 lbs.

USA Xpresspost (Canada Post)

For non-emergency but fast delivery to continental USA, Alaska, Hawaii & US territories. Approximately 3-6 business days for major cities. Some regions may take longer depending on your local postal standard. PO box ok.

USA Air Packets (Canada Post)

Cost effective delivery to continental USA, Alaska, Hawaii & US territories. Approximately 4-10 business days but some regions may take 2-4 weeks depending on your local postal standard. PO box ok. Maximum 2 lbs. There is no tracking for this service.

USA Surface Packets (Canada Post)

Economical delivery to continental USA, Alaska, Hawaii & US territories. Approximately 6-12 business days but some regions may take 4-6 weeks depending on your local postal standard. PO box ok. There is no tracking for this service.

US Shipping Rates

Rates vary depending on the shipping speed and destination. Our order form will calculate the rate for you. The most popular US shipping options are:

Weight (lb)	USA Surface	USA Air
0.39	$5.95	$6.95
0.94	$7.95	$8.95
2.04	$11.95	$13.95

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International Shipping Options

International Express Service (Purolator)

For urgent delivery: 2-5 business days for Western Europe, United Kingdom, Hong Kong, Japan, S. Korea, Macau, Singapore, Taiwan, Caribbean & Mexico. 3-6 business days for the Middle East, South & Central America. 3-8 business days for Asia, Australia, Eastern Europe & Africa. Including US territories. Non-major cities may take longer. Physical address only. Maximum 3 lbs.

International Xpresspost (Canada Post)

For non-emergency but fast delivery, available to 50 countries. Approximately 4-8 business days to major cities. Some regions may take longer depending on your local postal standard. PO Box ok.

International Air Packets (Canada Post)

For cost effective delivery worldwide. Approximately 6-12 business days but some regions may take 2-4 weeks depending on your local postal standard. PO box ok. There is no tracking for this service.

International Surface Packets (Canada Post)

An economical option for delivery that is not time-sensitive. Approximately 4-6 weeks depending on your local postal standard. PO box ok. There is no tracking for this service.

International Shipping Rates

Rates vary depending on the shipping speed and destination. Our order form will calculate the rate for you. The most popular shipping options are:

Weight (lb)	Int'l Air	Int'l Surface
0.39	$9.95	$8.95
0.94	$16.95	$10.95
2.04	$31.95	$15.95
4.24	$49.95	$22.95

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Canada Shipping Options

Express Service (Purolator Air)

For urgent next business day delivery to 21 major cities. Other Canadian destinations may take longer. Physical address only. Rural surcharge may apply.

10:30am Next Business Day (Purolator Air)

For urgent delivery in major cities. Not available to Yukon, Nunavit and NWT. Physical address only. Maximum 3 lbs.

9am Next Business Day (Purolator Air)

For urgent delivery in major cities. Not available to Newfoundland, Yukon, Nunavit and NWT. Physical address only. Maximum 3 lbs.

Saturday Service (Purolator Air)

For urgent Saturday delivery in major cities - must receive order by Friday 11am. Other destinations may arrive Monday or later. Not available for PEI, Yukon, Nunavit and NWT. Physical address only. Maximum 3 lbs.

Urgent delivery: Next business day for 21 major cities, 1-3 business days for non-major cities and 1-7 business days for remote locations. Physical address only.

Xpresspost (Canada Post)

Fast delivery: 1-2 business days for major cities, 1-3 business days for non-major cities and 1-7 business days for remote locations. PO box ok.

Expedited Parcel (Canada Post)

Economical delivery: 1-7 business days for major cities, 1-11 business days for non-major cities and 1-17 business days for remote locations. PO box ok.

Greyhound Delivery/Bus Station-Depot Pickup

Greyhound delivers door-to-door to many cities and is a speedy option for BC, Alberta and rural Canada. Transportation time range from 1-7 days for most areas. We've been told by some customers that they receive their package faster this way than with Canada Post or other couriers. Physical address only. Maximum 5 lbs.

For certain cities, however, station/depot pickup service is the only option. Also, if your package arrives late at night, on a weekend or holiday and you don't want to wait for delivery on a business day, then the pickup option is for you. Please check with your local Greyhound bus station or depot to make sure you have access for pickup if necessary.

We select the door-to-door delivery option automatically (Greyhound delivers Mon-Fri only), and if unavailable, the station/depot pickup option (they will call you when the package arrives). You can specify "I prefer Greyhound station/depot pickup" in the "instructions to seller" box on the order form if desired.

Canada Shipping Rates

Rates vary depending on the shipping speed and destination. Our order form will calculate the rate for you. The most popular Canadian shipping options are:

Weight (lb)	Xpresspost (BC-Man)	Xpresspost (Ont & east)	Priority Courier (BC-Man)	Priority Courier (Ont & east)
0.55	$7.95	$11.95	n/a	n/a
2.25	$9.95	$12.95	$18.95	$24.95
4.85	$11.95	$19.95	$19.95	$29.95

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How do I know if my order has been processed?

When we receive your online order, an automatic "order confirmation" will be sent to your email address. Our payment processor, Paypal, will also send you a "payment confirmation". Keep both emails until you receive and are satisfied with your delivery.

As we process your order, you can check order status, payment status, shipper name and shipment tracking number via our "order tracking" feature near the top right corner of the website.

Note: You have to click on the button "Click here to Return to Complete Order" after you pay via Paypal in order to receive the confirmation receipt. Otherwise, your order will still come through to us but you will not receive the email receipt.

Also, if you did not receive any email, make sure you check your spam folder and add us to your 'allowed list' for future notification.

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Do I need to be home for the delivery?

Only Canada Post Priority Courier, Greyhound and Purolator (DHL is the US & Int'l contractor) shipments require a signature. If no one is home, a notice will be placed with information for pick up at your local outlet, this may cause delay to you receiving your order. If your order is urgent, it is best that someone is home to receive the package.

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Tracking My Order

To track your order and payment status, simply click "Order Tracking" near the top right corner of the screen. Enter the order number on your receipt or confirmation email, and click View. If you encounter any difficulty, you can also contact us for assistance.

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Tracking My Shipment

Email us for assistance and state your order number in the email (found on your receipt or confirmation email).

Please note that the more affordable shipping options do not come with a tracking feature: USA CP Air Packet, USA CP Surface Packet, International CP Air Packet and International CP Surface packet. There is no way we can tell if the package is in transit or missing.

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How do I change or cancel my order?

Once an order is placed, it goes to our warehouse right away for shipping. Therefore, the order cannot be changed or canceled. Please double check before submitting your order. If it is within 24 hours, you can contact us and see if there is still time to make changes.

All order cancellations are subject to a $10 processing fee which will be deducted automatically from your refund. This is to help recover credit card return processing fee that we have to pay and staff time.

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'No Shipping Required' or 'Local Pickup' - do they mean I can pick up my order?

'No Shipping Required' is for customers who did not order any products or services that require shipping (e.g. animal consultation, pet loss consultation, classes, downloadable products, etc.).

'Local Pickup' is for customers whose pets have emergencies and wish to pick up their order in Port Coquitlam, BC, Canada (45 minutes from Vancouver). Please contact us to make a pickup appointment. We absolutely have no time to deliver in person.

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What happens to backorder?

We do our best to keep our items in stock. Occasionally, an item is out of stock but will usually ship within 1 week. Rarely, but possible, it will take longer.

For air shipment: We will contact you by email and ask whether you want us to ship what we have or wait for the entire order. If you choose to ship now, we will ship the back ordered items by ground once they are in stock, at no cost to you.

For ground shipment: If backordered items will become available within 1 week, we will inform you by email and ship when the entire order is in stock. If longer than a week, we will contact you by email and ask whether you want us to ship what we have or wait for the entire order. If you choose to ship now, we will ship the back ordered items by ground once they are in stock, at no cost to you.

We will keep you informed by email on the status of your back order at least once a week. At any time, you can instruct us to ship in stock items, wait for the backordered items or cancel the backordered items. Refund for backordered items has no restocking fee.

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My order never arrived...

First, check order status and shipping status (instructions above). It is possible the delay is due to back order items. If order status is complete and shipping status is delivered, please contact us for assistance.

Please note that the more affordable shipping options do not come with a tracking feature: USA CP Air Packet, USA CP Surface Packet, International CP Air Packet and International CP Surface packet. There is no way we can tell if the package is in transit or missing.

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An item is missing from my order...

First, check your receipt/email confirmation, order status (instructions above) and any emails from us. It is possible the missing item is on back order. If order status is complete (no back order), please contact us for assistance.

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I received an incorrect item...

First, check your receipt/email confirmation or order status (instructions above) to ensure it is an incorrect item. If it is incorrect or if you are not sure, please contact us for assistance.

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Unopened and unused products

Unopened and unused products in its original condition (seal intact) may be returned within 30 days from date of receipt. Contact us for a return authorization number. A refund will be credited, once the return products are received and inspected, minus the shipping fee, shipping tax and a 10% restocking fee.

If your shipment is refused upon delivery, and returned to us in its original condition, a refund will be credited minus the shipping fee, return shipping fee, shipping tax and a 10% restocking fee.

Note that custom remedies and remedies not listed on this website are non-refundable.

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Damaged or broken products

Please contact us for assistance. We never ship damaged, broken or defective products and our order packaging is done professionally. Products that are damaged or broken via transit is the responsibility of the courier. We will gladly assist you to obtain insurance recovery through the courier you've selected. If you need your products in the meantime, please reorder online.

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