Help Center

We accept returns in new condition, that means items that are unused, unwashed, unworn, and in its original packaging. You have 30 days upon receiving your order to submit a return request. Once your request has been approved, you will be notified and be provided with instructions on returning your items. Items without an approval from us will not be accepted. All returns orders will be subjected to a $9.99 restocking fee deducted from your refund and customers will be responsible for shipping orders back to our returns location in Vancouver, British Columbia, Canada.

Refunds excluding shipping fees (non-refundable), will be issued back to your original form of payment and will only be processed once we have received the returned items in acceptable conditions (unused, unwashed, unworn, and in its original packaging).

Shipping fees, items that are Final Sale & Clearance are non-refundable. 

We are unable to accept returns from customers for unpaid customs taxes and fees, incorrectly addressed orders or refused shipments.

Returns processing can take up to 14 days after submission.

All return requests are processed through our support email at support@petssentials.com.

In your return request email, please include the following information:

• Order number
• Item names & quantity you are returning
• Reasons for return

Once your return has been processed, you will receive an update through email.

Please note items on Clearance, Final Sale and shipping fees are non-refundable. Due to hygiene reasons, items intended for use with pets, any pet bedding or any pet clothing might also have their returns and refunds declined.

If you have any concerns with the item you have ordered or wish to seek further information about an item you are considering ordering please contact us at support@petssentials.com for more information.

We don’t accept exchanges, but you’re welcome to go ahead and return the item and place a new order.

We ship from the warehouse that is closest to you, pending availability. Sometimes that means your product is going to be shipped from overseas, either directly from our production partners or overseas warehouses in Vietnam or China. Don't worry, we've accounted for this in our estimated shipping time so please hang tight and allow up to the timeframe listed in your shipping method for your order to arrive.

Once you have placed your order, you will receive an order confirmation email. We typically ship orders within 1 - 3 business day of purchase, but sometimes it may take up to 5 business days pending availability and credit verification.

After your order has been processed and fulfilled, an email containing a tracking link will be sent to you. Please allow up to 3 business days for your tracking number to start updating after your initial shipping notification. If there is a problem with the tracking number you received, please get in touch at support@petssentials.com

After your order has been processed and fulfilled, an email containing a tracking link will be sent to you. Please allow up to 3 business days from receiving your initial shipping notification email for your tracking number to start updating. 

Occasionally, our tracking number will only show updated activity once it reaches the last leg of its journey. If you have received an email notification with a tracking number and don't see any updated activity, please check back later as it can take 1 - 3 business days for the latest activity to show. Please rest assure that once you've received a tracking number, that means it is in transit.

If you don't see you any tracking activity being updated after 7 business days or have any issues with your tracking number, please get in touch at support@petssentials.com

We currently offer shipping worldwide. We offer free standard shipping for orders over $29 USD

Orders shipping to US (excl. Alaska & Hawaii)

Orders shipping to Canada, UK, Australia, New Zealand

Orders shipping to Rest of the World

Due to the impact of COVID-19, there may be a delay and express shipping might not be available for some orders. For express shipping, please get in touch about availability. We recommend keeping an eye on your local postal service's website for up to date info on the current status of the delivery service, as this varies from area to area.

Orders with multiple items may be shipped separately to ensure for fastest delivery.

We aim to get all of our orders to our customers within the time window outlined on our shipping information page.

Unfortunately from time to time delays can occur. While we understand that this can be frustrating, we cannot cancel/refund orders that are trackable and still in transit. On occasion, orders do get lost or held up a substantially long time and we are 100% committed to resolving this fully on a case by case basis. Please contact us at support@petssentials.com.

Maintaining the highest standard of quality in our products and services is very important to us. If you received defective or damaged items,  please submit a return request (see instructions here) within 7 days of your order. We will get you taken care of by offering you a replacement. 

IMPORTANT: We require physical evidence for any return/replacement requests, so please include this information in your initial email.  This will help our team expedite the process, so we can send you a new, working product as soon as possible. 

We do our best to speed up processing and shipping times so there is a very small window to cancel or change the details of your order. If you need to change your shipping address info, please email us within the same business day at support@petssentials.com. We will try our best to make the changes before it is processed.

This means that the postal carrier has not scanned your package into their system yet. Sometimes this happens when the post office is really backed up. Hold tight! Your order has been shipped and it’s on its way to you.

After receiving an order confirmation email, we will start processing your order pending availability and credit verification. We typically ship orders within 1 - 3 business days of purchase, but sometimes it may take up to 5 business days.

We accept the following methods of payment:

• Visa (credit and debit)
• Mastercard (credit and debit)
• American Express

We do not accept Paypal at the moment.

As listed in our Ordering & Payment page, we are a Canadian based company and process orders in United States Dollars, USD. Your bank may charge you a foreign transaction fee when making a purchase with us. Please check with your bank for this info.