Frequently Asked Questions (FAQs)

Have a question? We’ve got answers! If you can’t find what you’re looking for, feel free to contact us.

Orders

How do I place an order?

Simply browse our store, add your favourite products to your cart, and proceed to checkout. Follow the prompts to enter your shipping and payment details to complete your order.

Can I modify or cancel my order after placing it?

We process orders quickly, so please contact us as soon as possible at support@petzmatters.com if you need to make changes. We’ll do our best to accommodate your request before the order is shipped.

How will I know my order has been confirmed?

You will receive an order confirmation email shortly after placing your order. Please check your spam folder if you don’t see it in your inbox.

Shipping

Where do you ship to?

We currently ship within Canada. Please refer to our Shipping and Delivery page for more details.

How long does shipping take?

Standard shipping typically takes 5–7 business days. Delivery times may vary depending on your location.

How can I track my order?

Once your order has been shipped, you will receive a tracking number via email. You can use this number to track your package through the carrier’s website.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery for unused items in their original packaging. Please visit our Refund Policy page for full details.

How do I initiate a return?

Contact us at support@petzmatters.com with your order number and reason for return, and our team will guide you through the process.

Products

Are your products safe for pets?

Yes! We carefully vet all products to ensure they meet safety standards. However, we always recommend supervising your pet when introducing new products.

What if a product I want is out of stock?

You can sign up for restock notifications on the product page, or contact us and we’ll let you know when it’s available again.

Still Have Questions?

We’re happy to help! Reach out to us at support@petzmatters.com and we’ll get back to you within 1–2 business days.