Last updated: October 17, 2026

We want you and your pet to love what you order from Pet Supply Club. If something isn’t right, we’re here to help.

1. Return Window

You may return most items within 30 days of the delivery date for a refund or exchange.

2. Eligibility

To be eligible for a return, items must be:

  • Unused, unwashed and in the same condition you received them
  • In the original packaging, with all tags, parts and accessories included
  • Accompanied by your order number or proof of purchase

3. Non-Returnable Items

For health and safety reasons, we cannot accept returns of:

  • Opened pet food, treats, chews or supplements
  • Used grooming products, litter, or health and hygiene items
  • Toys, bowls, beds or accessories that have been used by a pet
  • Clearance or final-sale items, where marked
  • Gift cards

This does not apply if the item arrived damaged or defective, or if we sent the wrong item (see Section 6).

4. How to Start a Return

  1. Email us at [email protected] within 30 days of delivery. Include your order number, the item(s) you want to return and the reason.
  2. We will confirm whether your return is approved and send you return instructions.
  3. Pack the item securely and send it to the address we provide. Please do not send items back without contacting us first, as unapproved returns may not be accepted.

5. Return Shipping Costs

Unless the return is due to our error, you are responsible for the cost of return shipping. Original shipping charges are non-refundable. We recommend using a trackable shipping service, as we cannot be responsible for returns lost in transit.

6. Damaged, Defective or Incorrect Items

If your order arrives damaged or defective, or you received the wrong item, please contact us within 7 days of delivery with your order number and photos of the item and packaging. We will send a replacement or issue a full refund, including any shipping costs, at no charge to you.

7. Refunds

Once we receive and inspect your return, we will email you to let you know whether the refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take a few extra days for the refund to appear on your statement.

Items returned in a condition that does not meet Section 2 may receive a partial refund or be refused.

8. Exchanges

If you need a different size or colour, contact us to arrange an exchange. Exchanges depend on stock availability. If the item you want is unavailable, we will issue a refund instead.

9. Order Cancellations

You can cancel your order free of charge before it ships. Contact us as soon as possible. Once an order has shipped, it can no longer be cancelled, but it can be returned under this policy.

10. Contact Us

Pet Supply Club (1612197 B.C. Ltd.) 15738 106 Ave, Surrey, BC V4N 1K5, Canada
Email: [email protected]