Refund policy

30-Day Return Window

We offer easy returns within 30 days of the delivery date, subject to the conditions below.

Eligibility

To be eligible for a return, items must be:

  • Unopened and unused, in their original packaging with all tags and seals intact

  • Returned within 30 days of the delivery date

  • Accompanied by proof of purchase (order number or receipt)

Returns are not accepted for opened or used items. Many products sold on Petcarestore.ca are personal hygiene or consumable products; once opened or used, they cannot be resold and are therefore non-returnable for health and safety reasons.

Non-Returnable Items

The following items are final sale and cannot be returned or exchanged:

  • Opened or used products

  • Items marked as "Final Sale" or "Non-Returnable" on the product page

  • Any item not in its original condition

Restocking Fees

A restocking fee may be applied to certain non-returnable or special-order items. If applicable, this fee will be communicated to you when your return request is reviewed.

How to Initiate a Return

  1. Email us at the contact address listed on our website to request a Return Authorization (RA) Number.

  2. Returns sent without an RA Number will not be accepted.

  3. Once approved, securely package the item and include your RA Number on the outside of the package.

  4. Ship the item back using a trackable shipping method.

Return Shipping Costs

  • Customer error (e.g., wrong item ordered, change of mind): The customer is responsible for all return shipping costs.

  • Our error (e.g., wrong item shipped, defective product): Petcarestore.ca will cover the cost of return shipping.

Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, refunds will be issued within 5–10 business days by one of the following methods, at our discretion or as mutually agreed:

  • Original payment method (Visa, Mastercard, American Express, or other card used at checkout)

  • Store credit

Exchanges

Exchanges are available subject to product availability and the return eligibility conditions above. Store credit may be issued in lieu of an exchange if the desired item is unavailable. To request an exchange, follow the same return initiation process above and indicate your desired replacement item.

Order Cancellations

  • Orders may be cancelled by emailing us within 24 hours of placing the order, provided the order has not yet been shipped.

  • Cancellations are not guaranteed and are subject to fulfilment status at the time of the request.

  • If the order has already been shipped, it cannot be cancelled — please follow the return process instead.