Shipping policy

Pup & Feline Supply — Shipping Policy

Updated November 2025

1) Order Processing

Orders are processed within 1–2 business days after payment is received.
Dropship / Partner Fulfillment: Most products ship directly from our trusted supplier warehouses in Canada, the USA, or international locations through our fulfillment partner.
If any item requires additional processing time, you’ll be notified by email.
Business Days: Monday–Friday (excluding BC and Canadian statutory holidays).

2) Shipping & Delivery Timeframes

We offer tracked delivery across Canada, the USA, and select international countries.
Shipping times vary depending on supplier location, product type, and destination:

Region	Estimated Delivery Time	Notes
Canada	7–15 business days	Most items ship from Canadian or U.S. partner warehouses.
USA	7–15 business days	U.S. or international suppliers depending on stock.
International	10–21 business days	Available for select products and countries.

Delivery times are estimates and exclude weekends, holidays, and customs delays.

3) Shipping Fees

Free Standard Shipping on most orders (before tax/discounts) within Canada and the USA.
Some products may include calculated or flat-rate shipping fees based on supplier location or item weight.
Remote or rural area surcharges may apply. You will be contacted before shipping if applicable.

4) Order Tracking

Once your order ships, you’ll receive an email with your tracking number and carrier link.
Tracking updates may take up to 3 business days to appear after your package leaves the supplier’s warehouse.

5) Split Shipments

Because products may come from different partner warehouses, your order might ship in multiple packages.
Each shipment will have its own tracking number — there are no extra fees for split shipments.

6) Customs, Duties & Taxes (Outside Canada)

Orders shipped outside Canada may be subject to import duties, taxes, or brokerage fees depending on your country’s customs regulations.
Unless marked as DDP (Delivered Duties Paid) at checkout, orders ship DDU (Delivered Duties Unpaid) and the buyer is responsible for any fees upon delivery.
Refusing to pay duties or taxes may result in return or disposal of the parcel. Refunds in these cases follow Section 10 (Refused/Undeliverable Packages).

7) Delays & Carrier Estimates

All shipping estimates are based on average carrier performance.
Weather events, customs inspections, and seasonal demand (especially Nov–Jan) may extend delivery times.
We’ll do our best to assist if a shipment is delayed beyond the estimated window.

8) Lost or Missing Packages

If your order shows “Delivered” but cannot be found:

Check with neighbours, household members, and community mailboxes.
Wait 24 hours — sometimes carriers scan early.
Contact support@pupfelinesupply.com within 5 calendar days of the delivery scan.

If a package is lost in transit (no tracking movement for 15+ business days), contact us to open a trace.
Resolutions may include a replacement or refund, depending on carrier investigation.

9) Damaged or Incorrect Items

Inspect all orders upon delivery.
If an item arrives damaged, defective, or incorrect, email support@pupfelinesupply.com within 48 hours with:

Order number
Photos of packaging and item
Short description of the issue

Keep all packaging — carriers or suppliers may require inspection.
We’ll arrange replacement or refund once verified.

10) Refused or Undeliverable Packages

If a package is returned to sender due to:

Incorrect or incomplete address
Refusal to pay duties/taxes
Repeated missed delivery attempts

We’ll issue a refund minus actual shipping costs (outbound and return).
Shipping fees are non-refundable unless the error was ours.

11) Holiday & Peak Season Notes

From November through January and around statutory holidays, order processing and delivery times may extend.
We recommend ordering early to avoid delays.