Frequently Asked Questions

Everything customers ask us most often, answered plainly: shipping cost and timing, returns, payment, and how to choose the right product for your animal. If your question is not here, email pettstorecanada@gmail.com and we will answer within one business day.

Quick answers

• Shipping: free on every order, everywhere in Canada, no minimum.
• Delivery: dispatched in 2-3 business days, then up to 5 business days for most of Canada (6-10 for remote and northern regions).
• Returns: 30 days, and return shipping is free.
• Currency: Canadian dollars, with no duties or import fees to pay on delivery.

Shipping and delivery

How much does shipping cost?

Nothing. Shipping is free on every order to every Canadian province and territory, with no minimum order value. The rate you see at checkout for standard delivery is $0.00 CAD.

Do you ship anywhere outside Canada?

No. Petiva ships within Canada only, to all ten provinces and the three territories.

How long does an order take to arrive?

Orders are processed within 2-3 business days of payment. After dispatch, standard delivery takes up to 5 business days in most of the country. Remote and northern regions take 6-10 business days because of distance, weather and limited carrier routes.

When will my order be dispatched?

Within 2-3 business days of payment confirmation. Orders placed on a weekend or a public holiday are processed on the next business day.

Will I get a tracking number?

Yes. A shipping confirmation email with your tracking number and link is sent as soon as the order ships. Tracking usually goes live 24-48 hours after dispatch.

My tracking has not updated. What should I do?

Tracking can take 24-48 hours to activate after dispatch, and carriers sometimes pause scanning in transit. If there is no movement for several business days, email pettstorecanada@gmail.com with your order number and we will chase it with the carrier.

Is faster delivery available?

Expedited or express options may appear at checkout for an additional fee, depending on your address and the items in your cart. Standard delivery is always free.

Do you deliver to PO boxes and rural routes?

Yes, where the carrier serves the address. Rural and northern addresses fall into the 6-10 business day band.

Can I change my shipping address after ordering?

Email pettstorecanada@gmail.com as soon as possible with your order number. If the order has not yet been handed to the carrier we can usually update it; once it has shipped the address is fixed.

Will my order arrive in one parcel?

Not always. Larger orders and items held in different locations can ship separately, and you will receive tracking for each parcel.

What happens if my parcel is lost or damaged in transit?

Contact us at pettstorecanada@gmail.com with your order number and, for damage, photos of the packaging and the item. Transit damage and loss are handled as a fault on our side: you get a replacement or a full refund.

Returns and refunds

What is your return window?

Thirty days from delivery.

Do I have to pay to send something back?

No. Return shipping is free. Every approved return inside the 30-day window ships back on a prepaid label we provide.

Can I return something simply because it was not right for my pet?

Yes, within 30 days, as long as the item is unopened, unused and in its original packaging. Sizing, a fussy eater or a toy your dog ignored are all valid reasons.

How do I start a return?

Email pettstorecanada@gmail.com with your order number and what you would like to return. We reply with authorisation and a prepaid label. Please do not send anything back before you have that authorisation, as unauthorised returns cannot be accepted.

What condition does the item need to be in?

Unopened, unused and in its original packaging, in the same condition you received it. Proof of purchase is required.

What if the item arrived damaged, faulty, expired or simply wrong?

That is on us. Inspect your order on delivery and contact us with photos. We arrange a replacement or a full refund, and you are never out of pocket for return postage.

How long does a refund take?

Refunds are issued to the original payment method once the return is received and checked. Your bank or card issuer then needs a few business days to post it.

Are there items that cannot be returned?

Anything opened or used, and items without their original packaging, cannot be accepted back. This matters most for food, treats, supplements and medicated products, where an opened pack cannot be resold safely.

Can I exchange instead of refunding?

Yes. Email pettstorecanada@gmail.com and tell us what you would like instead. The quickest route is usually a refund on the return plus a new order for the replacement.

Can I cancel an order after placing it?

If it has not shipped yet, email pettstorecanada@gmail.com straight away and we will cancel and refund in full. Once it has been handed to the carrier it has to run as a return.

Payment and pricing

What currency are your prices in?

Canadian dollars. Every price on the store, and the total you pay at checkout, is CAD.

Which payment methods do you accept?

All the methods shown at checkout, including major credit and debit cards and the digital wallets your browser or device supports. Checkout is handled by Shopify, so your card details are never stored on our side.

Is checkout secure?

Yes. Payment runs through Shopify's PCI-compliant checkout over an encrypted connection.

Do you charge duties, customs or import fees?

No. Orders ship within Canada and are priced in Canadian dollars, so there is nothing extra to pay on delivery. Applicable Canadian taxes are shown at checkout.

Do you have discount codes?

Codes appear on the store from time to time. If you have one, enter it in the discount box at checkout before paying.

Why does a price change between visits?

Prices track supplier costs and stock, so they move. The price shown when you check out is the price you pay.

Products, brands and stock

How big is your range?

Around 58,000 products across dogs, cats, birds, fish and aquatics, reptiles, horses and small pets, from more than 10,000 brands.

Which brands do you carry?

Everything from vet-formulated lines such as Zymox, Virbac, Elanco, Dechra and Panacur through to everyday food, bed and toy makers. Every brand with a dedicated page is listed on our brand index.

Are your products genuine?

Yes. Products are listed under the brand as supplied to us, with the manufacturer's own product information.

Is everything on the site in stock?

Collection pages are built from live inventory, so items appear as stock arrives and drop away when it runs out. Individual product pages show current availability.

Can you get something you do not list?

Ask. Email pettstorecanada@gmail.com with the brand and product and we will tell you whether we can source it.

When will an out-of-stock item come back?

Use the stock notification box on the product page and you will be emailed when it is available again.

Do you sell prescription veterinary medicines?

No. We stock over-the-counter veterinary and wellness products. Anything that requires a prescription in Canada must come from your veterinarian.

How do I choose the right size or dose?

Product titles and descriptions list the active ingredient, strength and pack size. Match these against your animal's species and weight, follow the manufacturer's label, and ask your vet if you are unsure.

Can I use a dog product on a cat?

Not unless the label says so. Several common ingredients, permethrin among them, are safe for dogs and dangerous for cats. Always check the species on the label.

Do you sell food for animals other than cats and dogs?

Yes. There are dedicated food and treat ranges for birds, fish, reptiles, horses and small pets.

Orders and account

Do I need an account to order?

No. You can check out as a guest. An account simply keeps your order history and addresses in one place.

How do I check my order status?

Use the tracking link in your shipping confirmation email, or the order status link in your order confirmation. If you cannot find either, email pettstorecanada@gmail.com with your name and the email you ordered with.

I did not receive an order confirmation.

Check your spam and promotions folders first. If it is not there, email pettstorecanada@gmail.com and we will confirm whether the order went through.

Can I add something to an order I already placed?

Items cannot be added to an existing order, but if you place a second order before the first ships, email pettstorecanada@gmail.com and we will try to send them together.

Can I order by phone or email?

Orders go through the website, but if you are stuck email pettstorecanada@gmail.com and we will help you complete it.

About Petiva

Who runs Petiva?

Petiva is an online pet supplies store operated by Rocket Online Store Inc., serving customers across Canada.

Where are you based?

We serve Canada, price in Canadian dollars and ship to every province and territory.

How do I contact you?

Email pettstorecanada@gmail.com. We aim to reply within one business day.

Do you have a physical shop?

No. Petiva is online only, which is how we can carry a range this size and still ship it free.

Do you have reviews I can read?

Reviews are collected through Judge.me and appear on product pages as customers leave them. We do not publish reviews we have not received.