To contact our Customer Support Team go to our ''contact us'' page and we will respond to you via email. 

Alternatively, you may also contact the customer support team by emailing: info@petstorevancouver.com.

Our website is designed to be incredibly user-friendly, ensuring a hassle-free experience for you. It's accessible 24/7, 365 days a year, so you can shop whenever it's convenient for you.

When you have all the items you need in your cart, simply click on the "checkout and view cart" option. In this section, you'll have the freedom to adjust quantities, remove products, or apply any discount codes you have.

We highly recommend signing in or creating an account, as it grants you access to our Rewards program (coming soon). Not only that, but it also provides a simple way to track your past orders for future reference.

Should you require assistance with your purchases, our dedicated Customer Support Team is available during our online customer service hours, from Monday to Friday, 9 AM to 5 PM PDT. They'll be more than happy to help you out!

Unfortunately we do not take orders over to phone to minimize ordering mistakes. If you're unable to locate the item you're searching for or simply prefer not to shop online, we've got you covered! Email us at info@petstorevancouver.com anytime between Monday and Sunday, from 9:00 AM to 5:00 PM PDT, and our friendly team will be more than happy to assist you in placing your order.

To ensure further security, we are unable to process card payments over the phone. However, once your order is complete via email, you can conveniently make the payment by E-transfer when you receive your total due amount from us.

Simply send the amount due to info@petstorevancouver.com (no password required).

We want to make sure you're aware of our standard turnaround time, which is typically 3 business days from Monday to Friday, excluding weekends and holidays. While we do our best to expedite shipping whenever possible, we kindly ask for your patience and understanding by allowing us the full 3 business days. If you have any inquiries about the status of your order after this period, feel free to reach out to us at info@petstorevancouver.com.

Rest assured, when your order is ready for delivery or shipping, we will promptly send you a separate email notification to keep you informed every step of the way.

Absolutely! You can expect to receive a tracking number via email, which will allow you to conveniently track your order with Canada Post. This way, you'll always be in the loop and know exactly where your package is during its journey to you.

If you've had a change of heart or made an error, we kindly ask that you inform us as soon as possible. Don't worry, simply send us an email at info@petstorevancouver.com, and we'll be happy to assist you.

If your order hasn't been picked up for delivery yet, we have options available to ensure you receive the products you need. However, if your order has already been shipped, we recommend visiting our Returns and Exchanges page to learn more about our process for handling returns and exchanges. We're here to help you find the best solution for your situation.

Once you place your order, you can expect to receive an order confirmation from us. This confirmation serves as a reassurance that we have received your order and are preparing it for shipment with care.

As soon as your package is shipped, we will send you a friendly shipment notice along with a tracking link. This way, you can easily keep tabs on the progress of your package and anticipate its arrival at your doorstep. We want to ensure you're always in the loop and excited about your upcoming delivery!

By registering with Pet Store Vancouver, you unlock a world of wonderful benefits. Not only can you subscribe to our newsletter and stay updated on our latest promotions, but you also gain the ability to create a personalized wish-list and easily access your past orders. Plus, the excitement doesn't stop there - you'll also have the opportunity to accumulate points! (Coming Soon)

Every interaction counts, and the points quickly add up. You can earn free points by simply sharing our posts or showing us some love on Facebook and Instagram. For a comprehensive list of ways to earn these delightful points, you can find all the details on our home page. Join us and start enjoying the perks of being a valued member of our Pet Store Vancouver community!