FAQs


Frequently Asked Questions

HOW SECURE IS MY PERSONAL INFORMATION?

Toronto Pets uses the highest industry standard privacy protection; we don't sell, lease or otherwise distribute any personal customer information. What's more, all sensitive personal information is kept securely offline at our privately run data center.  
      

WHEN WILL YOU SHIP MY ITEMS? 

Due to very popular demand, Your item ships out within 5-7 business days. Once you receive your initial shipping confirmation email, our next step is to package your merchandise. Emails sent out with your Tracking Number may end up in your junk/spam folders, so please check there before sending duplicate requests.When you first receive your initial shipping confirmation email your label has been printed and is being prepared for shipment and it has not yet been received by the courier.
                                                                                                         

How long will it take my domestic orders to get to me? 

Once you receive your shipping confirmation email allow 2- 8 weeks for delivery and the final delivery will be made by USPS to your mailbox or doorstep. We have many fulfillment centers around the world to ensure your products get delivered to you as quickly as possible.                                                                                      

How long will it take my International order to get to me?

International orders are shipped Standard International. Once shipped it takes 2-10 weeks. Your order moves through your country's local post network for final delivery.  Your shipment may take a little longer when going through customs, depending on your country’s policies. We do not control customs fees or policies and our shipping does not cover these fees. When you first receive your initial shipping confirmation email your label has been printed and is being prepared for shipment and it has not yet been received by the courier. Orders are not shipped out during holidays. They will be sent the following business day. 

  • All estimated/typical delivery times are derived from real world data collected from past orders. They are approximate times for reference only.
  •  

    United States 10-40 Business Days
    Canada 10-40 Business Days
    Australia 10-60 Business Days
    United Kingdom 10-60 Business Days
    Worldwide 10-70 Business Days

              *** Note: above times excludes processing time

    Toronto Pets is NOT responsible for stolen/lost packages, packages sent to the wrong address, or refunding/replacing packages in these cases. The customer is responsible for filing all claims.

    Toronto Pets is not responsible for any packages once they are in the hands of the shipping provider.                                                                                                 

    WHERE DO I TRACK MY ORDERS? 

    Tracking numbers can be tracked at:  https://www.usps.com                                                    

    I Ordered The Wrong Size Product, How Do Refunds And Exchanges Work?

    Refund & Exchange Policy

    We do not accept refunds. All sales are final. We do accept exchanges as long as the below criteria is met.

    No exchange can be offered if 10 days have gone by from the day your package was delivered, unfortunately, we can't offer you a exchange..

    • No exchanges will be made on items that are damaged due to your error. 
    • If the exchange does not pass inspection, it will be mailed back to you.
    • Please return the item in the condition it was packaged and sent. If there is excessive wrinkling, the return is subject to denial. 
    • All items must be unworn and unwashed.
    • Original tags must be attached.
    • Items covered in animal/human hair will NOT be accepted.
    • It may take up to 10 business days for returns to be processed.
    • Exchanges will only granted if items are defective, damaged or wrong size. No exceptions!
    • You are responsible for paying your own shipping cost for returning your item. Shipping costs are non-refundable. Exchanges for international customers are not offered at this time due to the costs of shipping internationally, so be sure to order correct sizes for your item.
    • If you're shipping an item over $75.00 you should consider using a track-able shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
    If you are approved, then your new order will be sent out to you ASAP, and If your return is denied, then it will be sent back to you.

    Please contact us @: info@canabrand.ca for return address.                                                                                

    LATE OR MISSING EXCHANGES?

    Packages will be processed on a first come basis. Please allow up to 10 business days for our return department to process your return. You will be notified via email once your order has been exchanged. If you haven’t received a new tracking # yet, first check in  your junk/spam folders, before sending duplicate requests. If you’ve done all of this and you still have not received your exchange yet, please contact us : info@canabrand.ca                                                                    

    WILL MY ITEMS BE SENT IN ONE PACKAGE? 

    For logistical reasons, items in the same purchase will sometimes be 
    sent in separate packages, even if you've specified combined shipping.
    Please keep this in mind when receiving deliveries.                                                                              

    DO YOU SHIP TO ALL COUNTRIES?

    We ship to all countries, all over the world.                                                                                                                                                                 

    WHERE ARE MY ITEMS COMING FROM? 

    Although our fulfillment items are located in other countries such as North America Australia,United Kingdom and China.