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  • Where is my order?
    You will receive an email with your shipment's tracking information once it's shipped. You can then track your order through your order history page
  • How long will it take for my order to be processed?
    Orders within Canada will be processed and dispatched within 1-2 working days after confirmation. Shipping to the US are estimated to take 2-9 business days depending on your distance. Orders placed after 5pm (Toronto Time) will be processed the next working day. Processing time may vary during weekend and holiday season.
  • What payment methods can I use ?
    We accept payment: Visa, MasterCard, or American Express credit cards through Wix. We also accept Email Transfers, Wechat Pay and Alipay. Please send us an email or add our official WeChat account ohpetca1 if you select this payment method
  • What are the shipping costs?
    We offer free shipping to Canada for orders in Ontario over $129 CAD, or rest of Canada over $169 CAD. We also offer free shipping to the US for orders over $199 CAD. Free shipping is calculated post discount, and before tax if applicable at checkout. We charge a $12.99 CAD, $17.99 CAD or $24.99 CAD flat shipping fee on other orders. All shipping includes tracking information. GranataPet Products are excluded from the free shipping offer. Additional shipping Fee: · Additional shipping/ delivery fee will be applied when the order total is less than minimum purchase and > 10kg. Please Note: Extra shipping costs will be applied for large-sized products. Please see details at checkout. · If a shipment is refused and returned to us, we might charge you the reshipment fee. ​Note: Please ensure your delivery address is complete, including your unit number. Wrong address, incomplete address, and missing unit number may cause delay or return. We highly recommend leaving the receiver name that matches your ID. The package might be delivered to the locker, community mailbox, or concierge. We also offer LOCAL DELIVERY for certain areas everyday. A great option to save some money on shipping for large sized items. Please select "Local Delivery" option at check out. Local Delivery Area: Markham/Scarborough/Downtown/North York/Richmond Hill/Thornhill Free on orders over $69 Damages, Lost We take every conceivable safety measure to prevent product damage. If the item is damaged in transit or has a manufacturing problem, please email us at within three business days of receiving package. Please provide the following information: -Photograph of the item/package and closeup shots of the defective part -Order number
  • Do you ship outside of Canada?
    We currently only ship orders to US and Canada. Orders may be subject to import taxes, customs duties and fees applied by the destination country. The recipient is responsible for these fees. ​
  • Do I need to pay for the return shipping fee?
    Yes, you are responsible for the cost and risk of returning the products to us. You should send the products at the address we provided.
  • What is your return and refund policy?
    If you wish to return an item, email us at within 14 days from the date order is delivered. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Return that are damaged or soiled may not be accepted and may be returned to the customer. You will be responsible for paying for your own shipping costs for returning your item and the package until we receive it so please make sure your item is insured and/or able to be traced. For more information please refer to our Return & Refund page.
  • How long does it take for a refund to be processed?
    We will reimburse you no later than 14 days from the day on which we receive the returned products. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement. We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion. For more information please refer to our Return & Refund page.
  • how long does it take for a refund to go back on my credit card?
    It takes between 7 and 10 business days for a debit card refund to be approved. For credit cards, it can take anywhere between 3 and 7 business days. This is just an estimate, for more information please contact your bank directly.
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