How do I place an order?

Simply browse our collections, add your favorite items to the cart, and proceed to checkout. Once your order is confirmed, you'll receive a confirmation email with your order details.

Can I change or cancel my order after placing it?

If you need to change or cancel your order, please contact us at support@pets-world.ca as soon as possible. We process orders quickly, so we can only make changes within a few hours of the order being placed.

Do you offer international shipping?

We currently ship within Canada only.

How long does shipping take?

Orders are processed within 1–3 business days, and delivery typically takes an additional 5–9 business days after shipping. These are estimates — delays can occur during busy seasons or at customs.

Is shipping free?

Yes! We offer free shipping on all orders across Canada, with no minimum purchase required.

How can I track my order?

Once your order ships, you'll receive a tracking number via email so you can follow your package every step of the way. Items in one order may ship separately and arrive on different days — you'll receive tracking for each package.

Do you ship to PO boxes?

Please contact us at support@pets-world.ca before placing an order if you're shipping to a PO box, so we can confirm availability.

What if my order is lost or delayed?

If your tracking hasn't moved for 10 business days, or your order hasn't arrived within 25 business days of shipping, please contact us. If a parcel is confirmed lost, we'll replace it or refund you in full.

What if I entered the wrong shipping address?

Please double-check your address at checkout. We're not responsible for parcels sent to an incorrect address you provided, so contact us immediately if you spot a mistake.

What is your return policy?

We accept returns within 25 days of delivery. Items must be unused, unopened, and in their original packaging. If you're not satisfied with your purchase, reach out to us at support@pets-world.ca and we'll guide you through the process.

What items can't be returned?

Used or damaged items, and opened consumables such as food, treats, and grooming products, cannot be returned for health and safety reasons.

Who pays for return shipping?

We cover return shipping if the item arrived damaged, defective, or wrong. If you've simply changed your mind, return shipping is paid by you.

How do I request a refund?

Email us at support@pets-world.ca with your order number and reason for return before sending anything back — our return address is different from the sender address on your parcel, and returns sent without approval can't be refunded. Once approved, approved refunds are issued to your original payment method within 5–10 business days.

What if my item arrives damaged or defective?

We're sorry for the inconvenience! Please contact us within 14 days of delivery with clear photos of the item, and we'll arrange a replacement or refund at no extra cost to you.

What payment methods do you accept?

We accept all major credit cards, debit cards, and secure checkout options available through our store.

Is my payment information secure?

Absolutely. All transactions are processed through secure, encrypted checkout systems to keep your information safe.

Are your products safe for pets?

Yes, all products listed on our store are carefully selected with your pet's safety and comfort in mind.

Do you restock sold-out items?

Most of our popular items get restocked regularly. Sign up for our newsletter or check back soon if an item is out of stock.

Email: support@pets-world.ca

Phone: +1 (416) 706-4948

Website: pets-world.ca