FAQs

FAQs

Below you’ll find answers to the most frequently asked questions about Petiva, including pet products, ordering, shipping, and store policies across Canada. If you need further assistance, our customer support team is always here to help at info@petiva.com
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  • Pre-Purchase Questions
  • Order & Shipping
  • About Policies
  • Other Questions

Pre-Purchase Questions

Yes. Petiva ships pet products to all provinces and territories across Canada. We proudly serve Canadian pet owners nationwide, including major cities and remote regions.
Yes. All Petiva pet products are sourced from trusted suppliers and selected to meet quality standards suitable for pets in Canada.
Most of our pet products are suitable for dogs and cats of different ages. Each product page includes recommendations to help Canadian pet owners choose the right option safely.
If a product is available to add to your cart, it is currently in stock and ready to ship within Canada.
Yes. All pet supplies sold on Petiva are authentic and come from verified manufacturers or distributors trusted by Canadian pet owners.
No account is required to place an order on Petiva. However, creating an account allows you to track orders and manage your purchases more easily.
Yes. All prices on Petiva are displayed in Canadian dollars to ensure a clear and transparent shopping experience for customers in Canada.
Yes. Petiva pet products make great gifts for dog and cat lovers across Canada. Simply enter the recipient’s shipping address at checkout.
Each product page includes detailed descriptions to help you choose the right product based on your pet’s size, age, and needs. You can also contact our support team for assistance.
If you have any questions before placing an order, you can contact the Petiva customer support team at info@petiva.com

Order & Shipping

Once your order has shipped, you will receive a shipping confirmation email with a tracking number and a direct tracking link. Tracking information usually becomes active within 24–48 hours.
Orders are typically delivered within 1–3 business days in major Canadian cities and 6–10 business days for remote or northern regions.
Orders are processed within 2–3 business days after payment confirmation. Orders placed on weekends or holidays are processed on the next business day.
If your order has not yet been shipped, please contact us as soon as possible at info@petiva.com Address changes may not be possible once the order is dispatched.
Tracking information may take up to 48 hours to update after your order has been handed over to the carrier. This is normal and depends on carrier scanning times.
If you miss a delivery attempt, the carrier may try again or hold your package at a local facility for pickup, depending on their policy.
Yes. We deliver to PO Boxes and rural addresses across Canada. Delivery times may be longer for these locations.
Orders are processed separately and usually cannot be combined into a single shipment once placed.
Please check with neighbors or your local delivery office first. If the package is still missing, contact us at info@petiva.com and we will assist you.
If your order arrives damaged or incomplete, contact us immediately at info@petiva.com with photos of the package and items so we can resolve the issue quickly.

About Policies

You can find our Refund Policy at the bottom of our website under the Information section. It explains return eligibility, timelines, and conditions for customers in Canada.
Petiva accepts returns within 30 days only if the issue is caused by the seller, such as damaged, defective, incorrect, or expired products.
Sale items and gift cards are non-refundable unless they arrive damaged, defective, incorrect, or expired.
Yes. Please contact Petiva at info@petiva.com before sending any item back. Returns sent without prior authorization may not be accepted.
Once your return is received and approved, refunds are issued within 10 business days to the original payment method. Bank processing times may vary.
We do not process direct exchanges. The fastest option is to return the eligible item and place a new order through our Canadian online store.
Petiva ships across Canada with free standard shipping. Estimated delivery times and details are outlined in our Shipping Policy under the Information section.
If the return is approved due to a seller-related issue, Petiva will provide a prepaid return shipping label.
Yes. Petiva follows strict privacy practices to protect customer information. Full details are available in our Privacy Policy.
Petiva operates in accordance with Canadian laws and regulations. All policies are designed to protect Canadian customers and ensure a secure shopping experience.

Other Questions

We’re working on it. Petiva plans to launch a rewards program for Canadian pet owners, allowing customers to earn points and discounts on future purchases.
Yes. An invoice is automatically sent to your email after your order is placed. If you need another copy, contact us at info@petiva.com
es. You can update your account details anytime by logging into your Petiva account. For urgent changes related to an order, please contact us directly.
If you notice an error after placing your order, contact Petiva as soon as possible at info@petiva.com . Changes may be possible before shipment.
Yes. Petiva provides customer support for Canadian customers via email. Our team is happy to assist with orders, shipping, and product questions.
Some products may include a manufacturer’s warranty. Warranty details, if applicable, are listed on the product page.
Yes. If the product is still available, you can easily reorder it through your Petiva account or by searching the product on our website.
At this time, Petiva ships only within Canada. International shipping options may be added in the future.
You can reach our customer support team anytime by emailing info@petiva.com . We aim to respond as quickly as possible.
Updates, announcements, and new features are shared directly on the Petiva website and through email communications.
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