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Frequently Asked Questions

How do I contact Pet Pantry Food and Supplies?

To contact our Customer Support Team go to our ''contact us'' page and we will respond to you via email. 

Alternatively, you may also contact the customer support team by emailing: info@petpantry.ca.

May I call the store for my online order?

Unfortunately, our brick and mortar locations are designed to help walk in customers. They will not have specific information about your order, therefore it would be best to email us for our online support team to get back to you with the most accurate information. 

How do I place my order?

Our website is really user friendly and it is open 24 hours 7 days 365 days a year.
Once all your items are in your cart, you can click on "checkout and view cart". In this section you can adjust quantities, remove products, or apply discount codes.
We encourage you to sign in or create an account that will give you access to our Pet Pantry Paw Points Rewards. and it is a simple way to track past orders for reference. 
Our Customer Support Team is available to assist with purchases during our online customer service hours. (Monday to Friday 10 AM - 7 PM PDT.)

Can I place an order over the phone?

If you can't find the item you are looking for or you just don't like shopping online, justcall the location near you Monday to Sunday 10:30 AM - 7 pm PM PDT and we will gladly take your order. 

For security reasons, we can't take card payments over the phone. So once your order is done you can E-transfer the amount due to info@petpantry.ca (no password required). Once the payment has been received we schedule your delivery.

Can I place an order to pick up in the store?

Yes you can place an order to pick up in the stores. The information below will guide you how to place an online order for store pick up. 

The website checkout option is mostly tailored towards delivery and shipping and therefore the local pick up option does not show at the moment.(We are working on improvements.) 

However we do provide local store pick up options for our customers. To bypass delivery and shipping, we instruct our customers to make a note at the check out with desired pick up location. Ex: ( I want to pick up at XXX location )

Over 97% of our clients make orders over 50$ subtotal online so the online check out system will not initiate any delivery fee however please keep in mind that if your order subtotal is less than 50$ the system will initiate a 10$ delivery fee on your order. We have a solution for this patricular issue. 

We would like to suggest that you can still place online orders and if they are under 50$, the system will charge you 10$ delivery fee, however if you make a note for local pick up, we will issue a refund for the 10$ when your order is being processed.


Better option above is to place orders subtotaling 50$ and this would be the simplest option for local pick up with the note at check out. 
Ex: ( I want to pick up at XXX location )

How do I track my order?

Our standard turnaround time is 3 business days Monday to Friday for local deliveries and shipping excluding weekends and stat holidays. When we have the opportunity we try to finish deliveries and shipping sooner however please allow us 3 business days. After this period, if you want to know the status of your order please drop us a line at info@petpantry.ca.

When your order is out for delivery or shipping you will receive a separate email notification. 

Do I get a tracking number for my shipping/parcel? 

Yes, you will get a tracking number via email to track your order with Canada Post for orders outside of our local delivery area and customers who choose shipping.

How do I cancel or change my order after I place it?

If you have changed your mind or made a mistake please let us know as soon as possible. You can email us at info@petpantry.ca 

If your order has not been picked up for delivery, we can offer options to get you the products you need. If your order has already been shipped, please see our Returns and Exchanges page on how we handle returns and exchanges.

How long will it take to process my order?

We try to schedule your orders to be delivered/shipped within the next 3 business days, from the time we receive and confirm your order unless our suppliers don't have it available. 

We deliver Monday to Friday between 11 am and 8:30 pm. We do not deliver on stat holidays or weekends.

When will I get an email confirmation?

You will receive an order confirmation when you place your order. 

You will receive a shipment notice, and a tracking link when your package has been shipped.

How long does it take for an order to arrive?

We offer a few delivery time frames:

Local deliveries: We aim to deliver within 3 business days based on product availability, Monday to Friday, except stat holidays and weekends.

Priority Local deliveries: Our Fastest Service for Time-Sensitive Orders. (Based on product availability). Order must be placed before 2pm for Monday-Friday Delivery. 

Outside local deliveries areas:

  •       Canada Post Expedited Parcel: 1 to 7 businesses days
  •       Canada Post Xpresspost: 1 to 3 businesses days
  •       Canada Post Priority: 1 to 3 businesses days

This is not guaranteed, but it gives you an idea of what to expect. If we can't ship the order right away due to the product being out of stock, we will email you as soon as possible.

How much does it cost to ship items?

Shipping cost varies based on several factors such as weight of the item, size of the item, shipping address and shipping method chosen(expedited, Xprespost, Priority) etc...To find out the most accurate shipping cost please follow the 2 basic steps below.

1) We recommend you to add the item to your shopping cart on our website.

2) Proceed to check out and fill in the address section for your preferred shipping location. (As a reminder, we do not ship to PO Boxes for security reasons).

When you complete the first 2 steps properly, you will be presented with Canada Post shipping options for each service there is. 

Do you ship to a PO BOX?

Unfortunately we DO NOT ship to PO Boxes. We require an actual address for shipping. 

Who delivers my order?

For LOCAL DELIVERIES our delivery driver will be at your doorstep.

For OUTSIDE LOCAL DELIVERIES we are working with Canada Post.

How do I redeem a Pet Pantry gift card?

In Store Gift Cards: Physical gift cards can be redeemed at the nearest Pet Pantry location.

Digital Gift Cards: Digital cards can be purchased online. Once purchased you will receive a digital redemption code for the value of the card. You may use the code at the check out to redeem the gift card value. 

Why should I register at the Pet Pantry?

Registering with Pet Pantry provides many benefits to you. You can subscribe to our newsletter and have access to our promotions, you can build a wishlist, have access to past orders and you also accumulate points!!! It all adds up fast to earn more points. You may get free points by sharing our posts or even liking us on Facebook and Instagram. You can find the complete list of earning free points on the home page. 

Do you send RAW food outside the local deliveries area?

Unfortunately no, due to the product's nature we don't have a way to keep it fresh for the time that will be in transit.

Can I redeem my in store points online?

SHORT ANSWER IS NO.

The Paw Point Rewards online and the In Store points Program work at different ratios since the online prices include certain discounts and fees automatically.

For the Paw Point Rewards you earn 10 points for every dollar you spend before taxes in every item available and you are able to redeem 5$ for every 2500 points you accumulate.(There are four tier of redemption depending on how many points you have) 

For the In Store Program you earn 1 point for every dollar you spend before taxes in any item in regular price (sale items are excluded)  and you are able to redeem 40$ for every 400 points you accumulate.(There are four tier of redemption depending on how many points you have) 

Due to the different ratios points can not be merged and must be used either online or in store. 

The Free Bag Program is also not usable online. It can only be used in brick and mortar locations.
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