Answers to the most commonly-asked questions we receive
Can I checkout as a guest?
You can checkout as a guest for regular orders.
I didn't receive an order confirmation. What should I do?
If you did not receive an order confirmation email, or if you did not receive confirmation of your order, please first check your email spam folder. If you still cannot find it, please call our Customer Service team at 1-800-PET-SHOP or 1-800-555-1212 or email them at service@petshop.ca.
How can I check the status of my order online?
Login to “Your Account” at the top of the page. Once logged in, click “Your Name” also at the top of the page. In the pop-up window that appears, click “Manage Your Account”, then click on “Order History” to check the status of your order.
If you checked out as a guest, click “Track your order” at the bottom of the page. In the pop-up window enter your “Order #” and “Billing Postal Code” to track your order.
How do I change or cancel my order?
Once an order has been placed, you may contact Customer Service to see if the order can be adjusted or cancelled. If the order is already processed, the order cannot be changed or cancelled.
Can I use a gift card and a credit card with my online order?
Gift cards are not currently available to use online. However, you can use both a credit card and gift card as payment in-store.
Can I see my in-store purchases online in My Account order history?
No - you can only see online orders in your online account history.
Do you do price adjustments?
Please contact Customer Service to see if your order is eligible to be price adjusted.Can I order online and pick up in-store?
Yes. You can order ahead through our website and pick up at your local store.
What payment options do you have?
We accept Interac, Visa, Mastercard, and Apple Pay.