In many instances, you can cancel your order without any charges if the item has not yet been shipped. However, we kindly request a notice of 48 hours for cancellations, as there might be exceptions for items that are made to order and have a lead time. If you wish to cancel an order, please reach out to us immediately at info@petstorevancouver.com.

If your order has already been shipped and you still wish to cancel it, please refer to our return policy, which is outlined below. In the case where a customer wants to cancel an order after it has been shipped, the customer will be responsible for covering the cost of return shipping

To receive a complete refund for returns, the items must be returned in their original packaging and arrive with no damage. Returns can be made within a 14-day period
starting from the day you received your order. Please note that we do not cover the cost of return shipping.

If Pet Store Vancouver provided free shipping for an item, a restocking fee might be deducted from the total refund amount. Restocking fees depends on specific items. If you have any questions regarding whether the item you ordered carries a restocking fee, please don't hesitate to contact us at info@petstorevancouver.com

Unfortunately, there are certain products that we are unable to accept for return due to their nature and health considerations. Below, you will find a list of exceptions categorized by brand
or item type:

• Gift cards
• Sale items
• Shipping Costs
• Grooming tools
• Filters or pumps
• Sanitary Products, such as, disinfectants, odour controls, aerosols
• Electronic merchandise, such as, collars, fencing and training
  item
• Temporary Use Items, such as, Post Surgery Cones
• Non-prescription pet medication or vitamins
• Raw products: Due to the nature of these products and as we can't ensure how has been handled once left our warehouse we do NOT ACCEPT return on any kind of raw food. 
• Kibbles: We understand how hard it can be to find the right food for your furry friend, that's why we do accept returns for open food bags (kibble) when the product is returned 90% full with original packaging. 
• Other products: Other products like can food, toys, or accessories of any kind have to be unopened or/and in its original packaging to be eligible for a store credit or exchange.

In order to start a return, please complete the following:

Returns are accepted during a period of up to 14 days from when you received your order.

1. Email us (preferably from the email you used to order) your name under the order, order number, and why you would like to return the item to info@petstorevancouver.com In this email, please be detailed as possible and provide any photographs if necessary, in order to streamline the process.
2. As soon as we complete your return request, you will be sent an email confirmation for your return and steps to follow.
3. Once your return is received and reviewed, we will notify you via email that we have received your item and the status of your refund.

*There may be a Delivery/Shipping Fee up to $50 and/or Restocking Fee of $15 and/or Payment Processing Fees based on the payment method.

**Please make sure the product meets our return/exchange requirements to avoid additional fees.

Return shipping is covered by the customer.

Although rare, items do sometimes arrive damaged from transit. In the case that this happens, please notify the courier and write that the package was damaged in transit when signing. In the event that the item you ordered is damaged itself, please provide photos to info@petstorevancouver.com and
we will try to help you with an exchange or return where if possible.