Shipping, Order Status & Returns FAQ

Shipping FAQ

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

Order & Shipping Status FAQ

• 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?
• What do the shipping options 'No Shipping Required' & 'Local Pickup' mean?
• What happens to backorder?
• My order never arrived...
• An item is missing from my order...
• I received an incorrect item...

Returns Policy FAQ

• Unopened and unused product
• Damaged or broken product

SHIPPING INFORMATION

We know shipping options are important for our customers. We've worked hard to bring you a range of urgent, quick or cost effective worldwide shipping options.

(1) Courier estimated delivery time, in business days, is based on receiving your order by 11am PST, Monday to Friday. These orders are normally shipped within 1-3 work days except for circumstances beyond our control.

Orders received on Friday after 11am PST will be processed on Monday or the next business day after a holiday. We close on weekends and Canada public holidays.

Note: For urgent/emergency pet illness, consider our Distant Pet Emergency Healing therapies, see our Holistic Pet Services menu for a list of options or contact us for help.

(2) Since we are not a retail outlet, we appreciate pickup by appointment only (we are in Port Coquitlam, BC, Canada). Please contact us and select 'Local Pickup' as a shipping option. We absolutely cannot deliver or arrange shipping options outside of our contract couriers.

(3) All fast shipments by courier (e.g. Purolator, FedEx, UPS, Greyhound, Canada Post Priority Courier) require a physical delivery address. PO Box shipment is available for regular speed Canada Post options worldwide.

(4) If shipping price displays as $0.00 or $10,000, this option is unavailable for your area (except 'No Shipping Required'). All shipping fees are in Canadian currency and will display once you fill in your ship to/bill to address 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 courier rates and rules changes, we reserve the right to hold the order and contact you to settle the higher rate.

(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, equipment malfunction, human errors or other unforeseen events. We reserve the right to redirect your shipment, if possible, and contact you to settle the higher rate, if needed, prior to shipment.

(8) Custom regulations and taxes vary in different countries. You are responsible for any custom charges, duties 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
(see also Mon-Fri 11am PST cut off time above)

USA Surface Parcel (Canada Post)

Economical delivery to continental USA, Alaska, Hawaii & US territories. Usually 6-15 business days but some regions may take longer depending on your local postal standard. PO box ok. There is no tracking for this service. [Note: Canada Post canceled this service in 2013 and is no longer available.]

USA Air Packet (Canada Post)

Cost effective delivery to continental USA, Alaska, Hawaii & US territories. Usually 4-12 business days but some regions may take longer depending on your local postal standard. PO box ok. Maximum 2 lbs. There is no tracking for this service.

USA Xpresspost (Canada Post)

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

Where Do We Ship in the US?

Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia (Washington D.C.), Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Puerto Rico*, Rhode Island, South Carolina, South Dakota, Tennesse, Texas, US Virgin Islands**, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin and Wyoming.

*Except FedEx Ground, Purolator Express

If you wish to ship to a US territory not on the above list, please contact us for a custom shipping quote.

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CANADA SHIPPING OPTIONS
(see also Mon-Fri 11am PST cut off time above)

Canada Regular Parcel (Canada Post)

Economical delivery: 1-8 business days for major centres, 4-12 business days for non-major centres and 6-18 business days for northern & remote locations. PO box ok.

Canada Xpresspost (Canada Post)

Fast delivery: 1-3 business days for major centres, 2-4 business days for non-major centres and 5-8 business days for northern & remote locations. PO box ok.

Canada Courier Service

Urgent delivery: 1 business day for 21 major centres ONLY (see also Mon-Fri 11am PST cut off time above), 1-4 business days for non-major centres and 5-8 business days for northern & remote locations. Physical address only. No PO box.

As far as we know, these are the 21 major centres: Vancouver, Victoria, Edmonton, Calgary, Regina, Saskatoon, Winnipeg, Kitchener, London, Windsor, Toronto, Hamilton, Ottawa, Montreal, Quebec, Fredericton, Saint John, Moncton, Halifax, Charlottetown and St. John's. Note that these designations may change and new cities may be added.

Where Do We Ship in Canada?

British Columbia (BC), Alberta, Saskatchewan, Manitoba, Ontario, Quebec, Nova Scotia (NS), New Brunswick (NB), Prince Edward Island (PEI), Newfoundland (Nfld)/Labrador, Yukon, Nunavit and Northwest Territory (NWT).

For emergency personal pickup, we are 45-60 minutes from Vancouver. Driving distance from Vancouver, Burnaby, New Westminster, Richmond, Delta, Ladner, Tsawwassen, North Vancouver, West Vancouver, Surrey, Cloverdale, White Rock, Langley, Port Moody, Coquitlam, Port Coquitlam, Pitt Meadows, Maple Ridge, Mission, Aldergrove, Abbotsford, Chilliwack and Squamish.

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INTERNATIONAL SHIPPING OPTIONS
(see also Mon-Fri 11am PST cut off time above)

International Surface Parcel (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 Air Packet (Canada Post)

A cost effective option, usually 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. Maximum 4.2 lbs.

Where Do We Ship Outside of Canada & the United States?

Australia, Austria, Bahamas, Barbados, Belgium, Cayman Islands, Denmark, Finland, France, Germany, Greece, Hong Kong (HK), Iceland, Ireland, Italy, Japan, Luxembourg, Netherlands, Netherland Antilles, New Zealand (NZ), Norway, Portugal, Singapore, Spain, Sweden, Switzerland and the United Kingdom (UK).

If you wish to ship to a country not on this list, please contact us for a custom shipping quote.

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ORDER AND SHIPPING STATUS FAQ

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 our 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?

If you select the Canada Courier Service, your shipment will likely 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 include your order number (found on your receipt or confirmation email). We can track USA Xpresspost and most Canadian shipments.

Please note that the more affordable shipping options do not come with a tracking feature: USA Surface Parcel, USA Air Packet, International Surface Packet and International Air Packet. There is no way we can tell if the package is in transit, delivered, stolen 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. (PS. Sometimes we do ship orders after the cut off time on the same day.)

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

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What do the shipping options 'No Shipping Required' & 'Local Pickup' mean?

The 'Local Pickup' option is for customers who have a pet emergency 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.

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

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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.

We will contact you by email first, then phone, 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 via surface parcel 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.

If you want the backordered items to ship faster, you are welcome to pay for the difference between surface parcel and your desired shipping option. Refund for backordered items has no restocking fee.

Note: If you have a pet with emergency illness, consider our Distant Pet Emergency Healing therapies, see our Holistic Pet Services menu for a list of options or contact us for help instead or while waiting for shipment.

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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.

We can track USA Xpresspost and most Canadian shipments.

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