Contact Us & Location
FAQs
Shipping and Delivery
Do you offer free shipping?
Yes, we offer free shipping on orders over $120. However, this excludes oversized, bulk, or heavy orders over 60 lbs (27 kg) and some rural or remote areas. For local orders over $30 (excluding cat litter), free shipping is available in select postal codes.
What are the excluded postal codes for free shipping?
Due to high delivery costs or remote locations, certain postal codes are excluded from free shipping. You can check specific postal codes on our Shipping Information Page.
How do I know if I qualify for free local shipping?
Your order will qualify for free local shipping if your order is over $30 (excluding cat litter) and you are located in either Hamilton, ON, or Burlington, ON. Some Rural Postal Codes may be excluded. To check your postal code, visit our Shipping Information Page.
How long does delivery take?
Delivery times depend on your location and chosen shipping option. Orders typically arrive next business day for local and regional areas such as Southern Ontario, Ottawa, and Montreal, and 1-4 business days for the rest of Canada. Rural or remote areas may experience longer delivery times.
Can I track my order?
Yes! Once your order ships, you’ll receive a tracking number via email. Use this number to monitor your shipment’s progress every step of the way.
Returns and Refunds
What is your return policy?
Returns are accepted within 30 days of purchase for unused items in their original packaging. Returns can be processed online by visiting your customer account. Select the Orders tab at the top, find the order you would like to return and click the "Request Return" button.
How long do I have to return a product?
Returns are accepted within 30 days of purchase for unused items in their original packaging.
When will I receive my refund?
Refunds are processed within 1–5 business days after we receive and inspect your return.
Orders and Payments
Can I change or cancel my order?
If your order has not yet shipped, we can assist with changes or cancellations. Contact us immediately at support@petmax.ca.
What payment methods do you accept?
We accept Visa, Mastercard, PayPal, Apple Pay, Google Pay, Shop Pay and other common payment options at checkout.
What happens if I receive the wrong item?
If you receive the wrong item, contact us with your order number and a description of the issue. We’ll arrange for a replacement or refund. Rest assured, we will always make it right.
What if an item is missing from my order?
All items are scanned and verified before shipping. If something is missing, please contact us at support@petmax.ca so we can address the issue. Rest assured, we will always make it right.
Product Information
What if my pet doesn’t like the food I purchased?
If your pet is dissatisfied, many brands we carry offer satisfaction guarantees. Reach out to us at support@petmax.ca to explore your options.
Do you manufacture the products you sell?
No, we don’t manufacture the products we sell. We are a family-owned Canadian retailer offering a wide selection of pet food and supplies.
Are the products you sell guaranteed to be authentic?
Absolutely! We source all products directly from trusted manufacturers and suppliers to ensure authenticity and quality.
Promotions and Discounts
Do you have any coupon codes?
Yes, we regularly offer promotions and discounts. Sign up for our newsletter or follow us on social media to stay updated.
Do you offer any discounts?
Yes, we regularly offer promotions and discounts. Sign up for our newsletter or follow us on social media to stay updated.
Can I use multiple discount codes?
Only one discount code can be applied per order. Exceptions apply to the application of gift card codes and store credit codes.
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