FAQs

SHIPPING

1. Will a tracking number be provided for my order?

A tracking number will be provided if you chose the "Tracked Shipping" option for your order.

A tracking number WILL NOT be provided for letter mail shipping method. If you chose "Semi-tracked shipping," the food items in your order will be shipped separately with letter mail and tracking will not be available for the food items. If you would like to ship all items together or have all items use tracked shipping method, please contact us and we will send you a separate invoice of shipping cost. 

Estimated arrival time for letter mail orders. *Due to COVID-19, it might take longer than usual*
Canada: 2 - 4 weeks
US: 3-6 weeks
International: We currently do not ship treat items internationally due to custom guidelines. 

2. When will my order be shipped?

Your order will be shipped within 14 days of placing your order. The processing time varies per item, so please contact us if you would like for your order to be shipped earlier and we will try our best to accommodate. 

3. My order has not arrived, will you reship it?

We are not responsible for any lost packages and will not reship any orders that do not arrive. Once your package is shipped, the shipping carrier becomes responsible for the package and its arrival. Thank you for your understanding!

4. I keep getting an error message at checkout, what do I do? 

Sometimes our shipping app gives out error message, if that does happen please contact us at wagsandwhiskersco@hotmail.com and we will send out an invoice to your email to proceed to checkout. Please provide us the the details and quantity of your order, shipping address and email address. 

5. What is the difference between LETTERMAIL and TRACKED SHIPPING method? 

Lettermail method does not provide tracking information and will also take longer for it to arrive. Sometimes order using lettermail method might get lost in the mail and we are not responsible for those items once it is shipped out. Since lettermail have a height limit, we can only provide little layer of bubble wrap to protect your treats, therefore we are not responsible if treats arrive broken. 

Tracked shipping method is more secure since your items are placed in a secure box with extra layers of bubble wrap to protect it. You are provided with tracking information, and an estimation of where your items are located and when it will arrive. 

RETURNS/EXCHANGES

1) Do you accept returns or exchanges?

Since these are made to order we cannot offer refunds or exchanges, but please feel free to message us about any concerns you have with your product.

If you change your mind about your purchase, please contact us within 24 hours of your purchase and we will gladly provide a refund.

2. How long does it take for the order(s) to arrive?

Delivery time varies depending on your location and the shipment method you chose. 

For letter mail (NO TRACKING AVAILABLE)
Estimated arrival time for:
Canada: 2 - 4 weeks
US: 3-6 weeks
International: 6-8 weeks (arrival time could be earlier)

For tracked shipping:
Shipping information will be provided once your order(s) is shipped. You will be provided with the estimated delivery date and a tracking number for your order.

Canadian and US orders:
If your order was shipped with Chit Chats, it will most likely arrive within 2 weeks. If your order was shipped with Canada Post, it will take up to 5 weeks to arrive.

Specific items are shipped with certain couriers. Please go to our shipping page for more information.

3. Why is there tracked shipping and semi-tracked shipping?

In order to provide affordable shipping prices for our customers outside of Canada, we've narrowed our shipping couriers to two different ones: Canada Post and Chit Chats. Chit Chats provides affordable shipping prices, but they do not allow food items to be shipped.

Due to the package restrictions, if your order contains food and non-food items we have included the semi-tracking option which is a bit cheaper. For this shipping option, food items will be shipped with letter mail via Canada Post (with NO tracking available) and the non-food items will be shipped with Chit Chats (with tracking provided).

Tracked shipping: All items in your order will be shipped together, with tracking information provided. 
Semi-tracked shipping (the cheaper option): Your food items and non-food items will be shipped separately. Food items will be shipped with Canada Post. with NO TRACKING AVAILABLE. Non-food items will be shipped with Chit Chats, with tracking information provided. 

4. Why did my treats arrive broken?
Unfortunately, when your treats are shipped via letter mail, we can not wrap the items with much bubble wrap for protection during transit due to the envelope height restrictions provided by the courier. The treats are packaged and protected as best and secure as possible. 

Treats may be broken even when shipped as a parcel. Though this does not happen often, the boxes may be handled roughly during transit and may cause the treats to break. 

While the treats may be broken, they can still be enjoyed by your pets.

5. What is the difference between letter mail and tracked shipping?

Letter mail will be shipped with envelopes (NO TRACKING AVAILABLE) and will not be protected well due to the envelope height restrictions provided by the courier and so the treats may arrive broken.

With tracked shipping, your order will be packaged in a box or in poly mailer bags, depending on the quantity of your order. We will be able to package your orders with much more bubble wrap protection to ensure it will arrive safely. This method will provide tracking information which includes an estimated arrival date and a tracking number.

CUSTOM ORDERS

1. Can I make any changes after I placed my order? 

For non-food items: If you would like to make any changes, please contact us within 24 hours of placing your order. 

Food items: If you would like to make any changes, please contact us within 48 hours of placing your order.

TREATS

1. How many weeks in advance should I order a birthday bundle/birthday/gotcha day cake?

You should order 5 weeks in advance to ensure that it will arrive before your pet's birthday. 

2. What ingredients do you use for your treats? 

Only natural ingredients are used in all of the treats. Preservatives and additives are not used. 

Each food listing provides an ingredients list. If you have any questions or concerns regarding the ingredients, feel free to contact us!

3. How long are the treats good for? 

They can last 3-5 months depending on how well they are stored. We recommend that the treats be stored in a dry cold environment and in an air tight sealed container.