Policies

Security & Privacy Policy

MY PET SHOP knows that security is very important to our clients. As such we use SSL (an internet standard) to protect our clients when they make payments through our store. We never pass credit card numbers by email or in an unsecured manner and we never store unencrypted data on this site.

We accept PayPal and Visa, Mastercard or American Express through PayPal. IMPORTANT: Be sure to supply us with your EXACT billing address as it appears on your credit card statement. ALL “bill to” addresses must be a perfect match to what your credit card issuer has on file for you. If not, this could delay your order for up to 48 hours while we contact you for the proper “bill to” address.

Privacy – MY PET SHOP collects personally identifiable information (like names, postal addresses, email addresses, etc.) when voluntarily submitted by our visitors. The information you provide is used to fulfill your specific request. This information is only used to fulfill your specific request and is not sold or used in any other manner. MY PET SHOP may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or, (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; or, (3) investigating fraud which has already taken place. The information is not provided to these companies for marketing purposes.

Pricing, Shipping Policy & Options

All prices are in Canadian dollars. PST of 8% will be added to Ontario destination shipments only. GST of 5% will be added to all Canadian destinations or 13% HST for Nova Scotia, New Brunswick, and Newfoundland destinations.

MY PET SHOP ships throughout Canada and the USA via Canada Post and US Post. Options are Regular Parcel, Xpresspost and Priority Courier. When you begin the checkout process and select your location, our system will provide you with the shipping options available in your area and you may then select the method you prefer. The system will give you a shipping rate prior to asking for your credit card information.

Regular Parcel orders typically ship within 2 business days of the receipt of your order although we do our best to ship earlier. For Xpresspost or Priority Courier orders we have an 11:00 AM (EST) order receipt cut-off for same day shipments. Xpresspost or Priority Courier Orders received after 11:00 PM (EST) will typically ship the next business morning.

If we are out of stock, which we try to avoid but it does happen, we will notify you by e-mail or phone and provide you with the anticipated shipment date or other options.

Order Cancellations

Order cancellations requested by the customer on the same day of order, and prior to shipping, will be voided or refunded at no charge. Order cancellations requested by the customer after the day of the order, and prior to shipping, will be subject to a $5.00 cancellation charge to cover the payment processing and refund costs. If the order has already been shipped the Refund Policy below applies.

There will be no surcharge for cancellations that MY PET SHOP finds it necessary to initiate, such as when a product has become unavailable.

RETURNS

You must return all merchandise unused within 30 days of receipt. All items must 
be in original packaging including instruction book , warranty cards, etc. A 20% 
or $5.00 re-stocking fee ( whichever is greater) will be applied. all Shipping 
is non-refundable (unless due to damage)

For your assurance that returned merchandise is received safely, we suggest you send returns via U.S. postal service, UPS, or Fed Ex with insured delivery. All return shipping charges are paid by the customer. Please e-mail us at sherryt@cogeco.ca to let us know of your intent to return an item(s) in order to insure that your return can be processed correctly. We will issue a Return Authorization number by return e-mail.

NON-RETURNABLE ITEMS

MY PET SHOP is always concerned about your satisfaction. However, we regret that dog apparel, personalized items, books and videos, and special order items such as Edemco Grooming tables cannot be returned to us unless there is a defect in workmanship in which case we will replace with an identical product.

SHOULD A MISTAKE OCCUR

We make every attempt to avoid errors in the processing of your order, but sometimes mistakes happen. When one does occur, please allow us to correct it.
Thank you for shopping MY PET SHOP!

Ways to Contact MY PET SHOP

If you would like to write to us, phone us, drop us an email, all the information you need is here. We appreciate your comments and suggestions.

PHONE: 1-289-296-6639

MAIL TO: P.O. BOX 780 NIAGARA ON THE LAKE, ON L0S 1J0 CANADA

EMAIL: sherryt@cogeco.ca