Shipping policy

Last updated: September 9, 2026

Thank you for shopping with Petsfella. We aim to process and deliver orders as efficiently as possible. The following information explains our current shipping practices.

Order Processing

Orders are typically processed within 1–2 business days, excluding weekends and statutory holidays.

Processing may take longer during peak seasons, promotional periods, unusually high order volumes, product availability issues, or circumstances outside our reasonable control.

You will normally receive a shipping confirmation when your order has been dispatched.

Where We Ship

Petsfella currently ships to eligible addresses in:

• Canada
• Selected areas of the United States

Available shipping methods and rates are determined by your destination and the products in your order and will be shown at checkout.

Certain destinations or products may not be eligible for shipping because of carrier restrictions, size, weight, manufacturer restrictions, or other limitations.

Free Shipping in Canada

Eligible Canadian orders of C$50 or more may qualify for free standard shipping where indicated at checkout.

Free shipping eligibility is calculated based on the order subtotal after applicable discounts and before taxes, unless otherwise stated.

Oversized, unusually heavy, specially handled, or remote-area shipments may still be subject to additional shipping charges even when an order otherwise qualifies for free shipping.

Any additional charge that cannot be calculated automatically at checkout will be communicated to you before shipment.

Shipping Rates

Shipping charges are generally calculated and displayed at checkout based on factors such as:

• destination;
• package size and weight;
• shipping service;
• products ordered; and
• carrier rates.

Certain oversized, heavy, or specially handled products may require additional shipping charges.

Remote and Extended Area Deliveries

Some postal codes or destinations may be classified by the shipping carrier as remote, rural, extended-service, difficult-to-access, or outside its standard delivery area.

These destinations may be subject to an additional remote-area or extended-area surcharge.

Whenever possible, these charges will be calculated at checkout.

If an additional carrier surcharge cannot be determined at checkout, Petsfella will contact you before your order is shipped to advise you of the additional cost.

We will not charge the additional surcharge or ship the affected order without your approval.

If you do not wish to pay the additional shipping charge, you may cancel the affected order and receive a full refund before shipment.

Delivery Times

Delivery times vary depending on the destination, shipping method, carrier, product availability, package size and weight, and other factors.

Most orders are typically delivered within several business days after shipment; however, all delivery dates and delivery timeframes provided by Petsfella or the carrier are estimates only and are not guaranteed.

Delivery may take longer due to:

• remote destinations;
• severe weather;
• carrier delays;
• peak shipping periods;
• service interruptions;
• customs processing;
• incorrect or incomplete addresses; or
• other circumstances outside our reasonable control.

Petsfella is not responsible for carrier delays outside our control, but we will make reasonable efforts to assist you if a delivery problem occurs.

Tracking

Where tracking is available, tracking information will normally be provided after your order has shipped.

Please allow some time for the carrier's tracking system to update after you receive your shipping confirmation.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error in your shipping address, please contact us as soon as possible at info@petsfella.com.

We will make reasonable efforts to correct the address before shipment, but once an order has been shipped, we may not be able to change the delivery address.

Additional carrier charges resulting from an incorrect or incomplete address may be the responsibility of the customer where permitted by law.

Lost, Delayed, or Damaged Shipments

If your shipment appears to be lost, is significantly delayed, arrives damaged, or has another delivery issue, please contact Petsfella as soon as possible.

Please provide your order number and, in the case of damage, photographs of:

• the damaged product;
• the shipping box or packaging; and
• any visible shipping damage.

Please keep the product and packaging until we advise you otherwise, as they may be required for a carrier claim.

We will make reasonable efforts to investigate the issue with the carrier and help determine an appropriate resolution.

U.S. Orders and Cross-Border Charges

Orders shipped from Canada to the United States may be subject to customs processing, import duties, brokerage charges, local taxes, or other government-imposed charges.

Where such charges are not collected by Petsfella at checkout, they may be payable by the recipient in accordance with the rules of the destination jurisdiction.

Customs processing may also result in additional delivery time.

Large, Heavy, and Oversized Products

Bird cages, stands, large bags of food, and other bulky or heavy products may require special shipping arrangements or additional charges.

If an additional shipping charge is required and cannot be calculated at checkout, we will contact you before shipment.

Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once processing or fulfillment has begun.

Once an order has shipped, it normally cannot be cancelled. Eligible products may instead be returned in accordance with our Return Policy.

Contact Us

If you have questions about shipping or delivery, please contact:

Petsfella
7908199 CANADA INC.
Email: info@petsfella.com
Toll-Free: 1-888-526-5826

Nothing in this Shipping Policy limits any rights or remedies available to consumers under applicable law.