1 Frequently asked questions and guidelines
1.1 Are all products in-store available for purchase online and vice-versa?
Not really! We exclude some deals, services, and bulk products from the online store. Services like the wash station are in-store only. We carry some products that are only available in-store and not sold online.
1.2 Why do you ask for phone numbers for online purchasers?
We need your phone number to confirm Your Rewards and membership number. We may contact you if there is an issue with your order, payment, or delivery schedule. We also inform you by text message once your order is dropped.
1.3 What is the cost to join your Loyalty program?
There is no cost to join – membership is very free!
1.4 How does the Frequent Buyer Bag Program work?
Buy 9 bags of dry food with us and you get your 10th bag for free! There is no restriction on the size or brand. Yes! You can defiantly mix and match (any size and any brand). Your free bag will be the size of your smallest purchase and the brand of your most purchased bag. Some conditions may apply. You need to be a member of the loyalty program (it is free!). Make sure you add your name to each food purchase. Once you have purchased 9 bags of qualifying pet food, your account will automatically have the 10th purchase for free. Your award is valid for 2 months.
1.5 Does my free bag ever expire?
To receive the 10th bag free, you need to stick to the time frame. All bags need to be purchased with 16 months of the first purchase. So, there is a 16-month window of time for getting the free bag.
1.6 How do I get my free bag?
The free bag is awarded automatically when you make your 9th purchase either in-store or online. Some conditions may apply.
1.7 What happens if I have 2 dogs and 1 cat? Do they each get a free bag?
Dog and cat purchases cannot be combined, but your purchases will be tracked individually. Your dogs get their 10th bag for free and your cat gets the 10th bag of cat purchase for free.
1.8 Are there any discounts for buying multiple cans of food at one time?
Yes! If you are participating in the loyalty program you receive a 5% discount on cases of 12 or 24 select cans. Cans must be the same brand, size, and value to qualify. This discount is currently only available in-store.
1.9 How do I claim my free food reward?
You need to be a member of the loyalty program (it is free!) Make sure you add your name to each food purchase. Once you have purchased 9 bags of qualifying pet food, your account will automatically have the 10th purchase for free. The free bag will be equal to the smallest purchase size of the bag and of the most purchased brand. Your award is valid for 2 months. Please speak to us for more information on redeeming your free bag. We can be reached Monday through Friday, 11 AM to 6 PM CST(Regina) by phone 306. 551.PETS or anytime through email at [email protected]
1.10 I did not 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/ text us at 306. 551.PETS or email us at [email protected]
1.11 How do I change or cancel my order?
Once an order has been placed, you may contact us to see if the order can be adjusted or canceled. If the order is already processed, the order cannot be changed or canceled.
1.12 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.
1.13 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.
1.14 Do you do price adjustments?
Please contact us to see if your order is eligible to be price adjusted.
1.15 Can I order online and pick up in-store?
You can order ahead through our website and pick it up at the store. Make sure you choose to pick it up at the checkout.
1.16 Do you offer Free shipping?
Yes! All purchases in Regina will receive Free delivery. Qualifying orders that are within our free shipping area will receive free delivery. Absolute No minimum purchase is required to qualify for free delivery. Restrictions may apply and will be noted at checkout.
1.17 What areas do you ship to?
We offer free delivery to Regina.
1.18 Can I return a product in-store that I bought online?
Yes! Online orders can be returned at the store. Please contact us with any questions.
1.19 How long do I have to return a product?
All returns must be made within 30 days of when you received your order with all the tags and labels on. If you are returning a perishable item (e.g., food and/or treats), it must be unopened and in its original packaging to be eligible for return.
1.20 Do you sell gift cards online?
Gift cards are only available for sale or use in-store.
1.21 How long do I have to pick up my order?
You can pick up your order on the same day if you have ordered before 4:00 PM local time (Regina). Otherwise, you can pick it up the next day or you will receive a next day free delivery. Please check store hours for pickups.
1.22 Can someone else pick up my order?
Yes - someone else can pick up your order. They will need the order number and the confirmation email. They also need to know the first 4 digits of the credit card that is used online for the purchase.
1.23 Do I need to book an appointment for using the self-serve wash station?
Wash station is first come first serve. You do not need to book an appointment ahead, just walk in!
1.24 What are the self serve wash fees?
Self serve wash is $5.99 plus tax. If you are bringing your own shampoo and towels it is $4.99 plus tax.
1.25 I would like to know more about your self-serve Dog Wash.
The Self Serve Dog Wash is the perfect place to bathe your pet in our store. We provide hypoallergenic shampoo, towels, a blow-dryer, and aprons for yourself. Free treats are always available to make it yummy for your furry baby. Pets suffering from pests (such as fleas, ticks), or that have been skunked are not permitted to use the facility. Do not worry though as we have solutions for you! Speak with our team members in-store for product suggestions or speak with your Groomer for professional treatments. All pets need to be up to date on their vaccination. Proof of vaccination is required to use the facility.
1.26 What is in your in-store return policy?
For merchandise purchased in store: We will refund purchases returned in original packaging with tags on and a receipt within 30 days of purchase. Refunds will be issued in the same form of payment with which the product was purchased. Goods returned opened or without a receipt can be exchanged or refunded to a gift card that will never expire. The gift card can be used for in-store purchases. Final sale on all plush toys, bulk treats, and clearance items.
1.27 What are your Customer Service Hours?
Monday through Friday 11 AM to 6 PM ET by phone/ text at 306. 551.PETS, or anytime through email at [email protected]
1.28 Want to share your in-store or online experience with us?
Please contact us Monday through Friday from 11 AM to 6 PM by phone/ text at 306. 551.PETS, or anytime through email at [email protected]
1.29 Have a question about one of our products?
Please contact us Monday through Friday from 11 AM to 6 PM ET by phone/ text at 306. 551.PETS, or anytime through email at [email protected]
