Shipping and Returns

How our shipping works

We offer $6.99 flat rate shipping on orders under $50.00 and $9.99 on orders over $50.00 before tax, with some exceptions. These exceptions are in place for very heavy or oversize items or shipments that are sent to remote areas in Canada.

*Please note the $6.99 and $9.99 flat rate shipping is available for web orders only.

Remote Area Shipping

Certain remote areas within Canada have limited delivery service and this results in a high shipping cost. We are unable to offer our  flat rate shipping to these areas but do have competitive rates with Canada Post that you can take advantage of.

These areas include: Yukon, Northwest Territories, Nunvaut & the following postal codes:

British Columbia
V0W, V0C, V0T, V0J, V8J, V0V, V8G, V8C, V0T, V1J, V1G

Manitoba
R0B, R8N, R8A, R9A, R0L

Alberta
T0H, T8S, T0G, T0A, T0P

Saskatchewan
S0M, S0J, S9X, S0P, S0E, S0L, S9A, S9H, S0N, S4H, S0C, S4A

Quebec
G8P, G0V, G0W, G0T, G0H, G0G, G5B, G0C, G4X, G0C, G0J, G5J, G4W, G0E, G5H, G0K, G5R, G0L, G5T, G5A, G8M, G8J, G8L, G8K, G8H, G8N, G7P, G7B, G7N, J1T, J0A, J1Z, J5V, J3T, J6E, J0R, J8C, J0T, J0K, J9L, J9E, J0X, J0W, J0Z, J9P, J0Y, J9P, J9T, J9Z

N. Ontario
P0V, P9N, P8T, P8N, P0W, P0Y, P0X, P9A, P0T, P0L, P5N

Newfoundland & Labrador
A0P, A0R, A2V, A0K

Bulk Item Shipping

Bulk items are oversized or overweight for shipping via normal methods and will incur additional charges. These include, but are not limited to, dog and cat food, litter and other heavy items such as bulk hay and bulk small animal feeds/pellets.

Special Dog & Cat Food, Bulk Hay and Bulk Sm Animal Feeds/Pellets  Shipping Rates

We offer special flat rates for shipping dog & cat food, litter, bulk hay and bulk small animal feed/pellets.which are detailed below:

Note: Any orders over 120lbs will require a shipping quote. Please contact CPC Customer Service at (866) 812-3430 for a quote.

Shipping Insurance

Shipping insurance is automatically included for all orders up to a maximum of $100. Optional shipping insurance is available at checkout and will be calculated for you based on your order value. You may decline this coverage, however, CPC cannot assume liability for any lost or damaged shipments exceeding $100 in value unless this optional insurance has been purchased.

Frequently Asked Questions – Shipping

What should I do if an item is missing from my order? 

First, verify that you’ve received a box for each tracking number associated with your order. If all boxes have been delivered but you’re still missing an item, check the packing material for small items. Please call CPC Customer Service at (866) 812-3430 or email us at sales@canadianpetconnection.com if you’re unable to locate an item.

Does CPC deliver to P.O. Boxes? 

Yes, CPC will ship via Canada Post to PO Boxes and rural route addresses.

Does CPC ship internationally? 

CPC does ship to international addresses if appropriate arrangements can be made. Flat rate shipping does not apply to international shipments. 

Returns  

All original packaging must be intact and returned with the items. Items without the original packaging or no longer in original condition will be subject to a 20% restocking charge. Customers may return items for exchange or refund as appropriate (except for associated freight/shipping charges) within 30 days of purchase.

Damages

If the package appears to be damaged at the time of delivery you have the right to refuse it. Contact a CPC customer service to discuss the problem and arrange for replacement products. Please return all damaged shipping cartons for inspection by the courier or common freight carrier.

Does CPC pay the return shipping cost for defective merchandise? 

You, the customer, are solely responsible for paying the return shipping cost for defective or otherwise returned merchandise. We cannot accept COD returns. If you pay to send the item back to CPC, we will replace the item and ship the replacement to you at no charge.

Is it mandatory to have an RMA number in order to return a product? 

CPC will not accept returns without prior authorization and a RPA (Return Product Authorization) number. Once issued, RPA numbers are valid for 15 days within which return products must be received by CPC. RPA numbers will not be extended or reissued. The Customer should prominently display the RPA number(s) on the shipping label on the box(s) containing the returned product.

CPC Customer Service Representatives will assist you in completing all necessary RPA paperwork in order to return the merchandise to CPC.

How do I acquire a Return Product Authorization number (RPA#)? 

Please contact our customer service department to obtain an RPA number at: (866) 812-3430.

What address should I send my return to? 

Canadian Pet Connection Inc.
1500 Upper Middle Road West, Unit 5B
Oakville, Ontario L6M 3G3, Canada

Attn: RPA# (write your RPA number here)

Does CPC pay the return shipping cost for defective merchandise?

No, CPC does not pay the return shipping cost for returned merchandise. However, if you pay to send the item back to CPC, we will replace the item and ship the replacement to you at no charge. CPC will employ every resource it has to ensure that your item is replaced promptly, without unnecessary delay.

Payment

We accept VISA, Mastercard and Paypal for any online orders. At this time, COD orders or payment on account is not available.