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Frequently asked questions
1 Frequently asked questions and guidelines
1.1 Are all products in-store available for purchase online and vice-versa?

While most products can be found both in-store and online, we exclude some deals and specific products from the online store. We carry some products that are only available in-store and not sold online. If you are looking to order something you know we carry in store online give us a call and let's discuss the options! We are here to help.

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 above $50 qualifying online orders that are within our free shipping area will receive free delivery. We deliver Mondays and Fridays after 4 pm in Regina. We deliver to White City, Emerald Park and Pilot Butte on Fridays.  
If you need your order delivered the same day choose rush delivery option at the check out! 
Restrictions may apply and will be noted at checkout.

1.17 What areas do you ship to?

We offer delivery to Regina, White City, Emerald Park, and Pilot Butte.

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 once you receive an email from us that states your order is ready for pick up. 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 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.

1.24 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].

1.25 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].

1.26 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].

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