Shipping policy

Free tracked shipping

Shipping is free on every order. Every parcel is tracked, and the tracking number is emailed to you as soon as the parcel is handed over.

Processing

Orders are prepared and dispatched within 24 to 72 hours. Orders placed over a weekend or a public holiday start on the next business day.

Delivery times

9 to 12 business days after dispatch, wherever you are. Add the 24 to 72 hours above and you are looking at roughly two to three weeks from the moment you order.

That is the same range for Canada, the United States, the United Kingdom, the European Union, Australia and New Zealand. One warehouse, one carrier network, one timeline, which is the upside of shipping everything from one place.

It is the carrier's range, not a promise we can enforce, which is why it is a range rather than a date. Remote, rural and northern addresses take longer than the top of it, and customs can add a few days in either direction.

We would rather tell you it takes two weeks than tell you three days and then explain why it did not.

If it takes much longer than that

If your order has not arrived within 30 days of the delivery estimate above, you can cancel it and we will refund you in full. You do not have to argue the point, and you do not have to wait for a carrier investigation to close first. Email support@betterpetco.com with your order number.

This is your right under consumer protection law in most Canadian provinces, and we would rather write it into the policy than make you go looking for it.

Where your order ships from

Our fulfilment centre is in China, and every order goes out from there, wherever you are.

That is a deliberate choice rather than a detail we would rather you did not notice. We sell in several countries, and one central warehouse means one stock list, one quality check, and the same product arriving in Toronto and in Rotterdam. Splitting stock across regional warehouses would shave days off delivery and cost us the thing this store is built on: knowing exactly what is in the box, because it all comes from the same place.

What it means for you, plainly:

It takes longer. 9 to 12 business days rather than the two or three you would get from a warehouse down the road. That is the trade, and it is why we quote the real number instead of an optimistic one.

It costs you nothing extra. Duties and taxes are settled before your parcel ships. Nothing is collected at your door.

Returns go back there too. If something arrived damaged, wrong or defective, you send us nothing. A photograph settles it and we cover everything. If a product simply was not for you and you want a full refund, it does have to be posted back, at your cost, and we will tell you what that costs before you commit to anything. See the Refund policy.

Where we ship to

[YOUR COUNTRY LIST]

Cancelling before it ships

Email us as soon as you know and we will check whether the order has already gone to fulfilment. If it has not, we cancel and refund in full. If it is already being packed or has left, we cannot pull it back, and the Refund policy covers what happens once it reaches you.

Dispatch is within 24 to 72 hours, so the sooner you write the better the odds.

Tracking that has not updated yet

A tracking number can take 24 to 72 hours to start showing movement, depending on the carrier. That gap is normal and it is not a sign that anything has gone wrong.

Duties and import charges

Nothing is collected at your door. Duties and taxes are settled before your parcel ships, and the price you see at checkout is the price you pay. No customs invoice, no brokerage fee, no parcel held two streets away.

If a carrier ever does ask you for money before handing over an order from us, do not pay it. Email support@betterpetco.com with the notice and we will deal with it and reimburse you. That is our mistake, not your bill.

If it does not arrive

Tracking sometimes stalls for a few days and then moves again. If a parcel has not moved for seven days, email us with your order number and we will chase the carrier. If it is genuinely lost we send a replacement or refund you, your choice, and we do not make you wait for the carrier's investigation to finish first.

An address that turns out to be wrong

If a parcel comes back to us because the address was incomplete or incorrect, email us and we will send it again. We pay for the second attempt once. If it happens twice we will ask you to confirm the address with us before we ship a third time.

Questions

support@betterpetco.com. A real person answers, within 24 hours on business days.