Shipping & Return Policy

Order Processing

We aim to ship all in-stock orders within 48 hours (Monday to Friday), excluding holidays. During sales or peak seasons, processing times may be slightly longer.

If your order contains a special order or backordered item, we’ll contact you with an estimated arrival date.

Shipping Carriers

We ship throughout Canada using Canada Post and trusted courier partners. The shipping carrier used for your order is selected at Poochie Moochie’s discretion based on your location, parcel size, and the most suitable delivery method.

Order Tracking

Once your order has shipped, you’ll receive an email with tracking information (when available).

Please note that tracking updates are provided by the shipping carrier and may occasionally be delayed or updated out of sequence.

For certain high-value or replacement orders, Poochie Moochie may require a signature upon delivery to help ensure your package arrives successfully.

Shipping Rates

Shipping rates are calculated based on the weight, size, and destination of your order. Shipping charges will be displayed before you complete checkout.

Customers in Alberta, British Columbia, and Saskatchewan qualify for free standard shipping on eligible orders over $115 (before tax).

Free shipping does not apply to:

Frozen raw food
Bulk purchases
Oversized products

Additional shipping charges may apply for oversized or unusually heavy items. We’ll always contact you for approval before processing your order if additional shipping costs are required.

Customers shipping frozen food may arrange their own refrigerated carrier (such as VersaCold or another temperature-controlled service).

Rural & Remote Shipping

Shipping rates calculated at checkout may not accurately reflect the cost of shipping to rural addresses, small communities, PO Boxes, or remote locations.

This may also apply to customers in:

Quebec
Prince Edward Island
Newfoundland & Labrador
Yukon
Northwest Territories
Nunavut

If additional shipping charges are required, we’ll contact you before your order ships.

Local Delivery

Free local delivery is available in Edmonton and most surrounding communities on eligible orders over $115.

Delivery schedules and service areas are listed on our Local Delivery page and may change during holidays or peak seasons.

Special Orders

Special order items are non-refundable and non-returnable.

If an item is ordered specifically for you, we’ll provide an estimated arrival date once it’s available.

Returns, Refunds and Exchanges

General Returns

Most unused merchandise may be returned within 14 days of purchase.

Items must be:

Unused
In their original condition
In their original packaging

Manufacturer defects are handled separately.

Return Shipping

Return shipping costs are the responsibility of the customer.

Original shipping charges are non-refundable.

If Poochie Moochie paid shipping on your original order, those shipping costs may be deducted from your refund.

Final Sale Items

The following items are final sale:

Clearance merchandise
Boxing Day sale items
Gift cards
Special order items

Return Exceptions

For health and hygiene reasons, the following items cannot be returned if opened or used:

Post-operative apparel
Recovery cones
Doggy diapers

Footwear must not have been worn outdoors.

Apparel must be free of hair, dirt, odours, stains, or missing packaging.

Used, altered, or damaged merchandise is not eligible for return or exchange.

Food Returns

Food returns follow each manufacturer’s individual satisfaction guarantee.

Manufacturers with Satisfaction Guarantees

The following brands may be eligible for return if:

Purchased within the past 7 days
Original receipt is provided
Original packaging is returned
At least 50% of the product remains
Frozen products are still completely frozen

Eligible brands include:

Big Country Raw
Bold by Nature
Smack

Brands Without Manufacturer Return Programs

The following brands do not offer manufacturer return guarantees:

The Complete K9
Courtlyn Customs
Dog’s Choice / Doggy Moggy

When trying a new protein or brand, we recommend purchasing a smaller size first before committing to a bulk case.

Carnivora & Nature’s Premium

Returns may be considered if:

Product is at least 75% full
Purchased within 7 days
Original receipt and packaging are provided

Approved returns receive prorated store credit.

Food that has thawed, shows evidence of thawing, or has been improperly stored is not eligible for return.

Please note that flavour fatigue is a normal behaviour in some pets and is not considered a product defect.

Treats, Chews & Supplements

Opened treats, chews, and supplements cannot be returned unless covered by the manufacturer’s satisfaction guarantee (such as Thrive).

Exchanges

Unused clothing may be exchanged for another size or colour.

Customers are responsible for return shipping costs.

Warranty items will be exchanged for the same item only.

Restocking Fee

Some returns may be subject to a 10% restocking fee, which will be deducted from the refund where applicable.

Additional Information

Our goal is always to treat our customers fairly. To help ensure a consistent experience for everyone, Poochie Moochie reserves the right to refuse returns or exchanges that do not meet the conditions outlined in this policy.

Last Updated on 06/24/20. This privacy policy is effective immediately.

Introduction

At Poochie Moochie (the “Company” or “We”), we respect your privacy and are committed to protecting it through our compliance with this policy.

This policy describes the types of information we may collect from you or that you may provide when you visit this website (our “Website”) and our practices for collecting, using, maintaining, protecting, and disclosing that information.

This policy applies to information we collect:

On this Website.
In e-mail, text, and other electronic messages between you and this Website.
Through mobile and desktop applications you download from this Website, which provide dedicated non-browser-based interaction between you and this Website.
When you interact with our advertising and applications on third-party websites and services, if those applications or advertising include links to this policy.

It does not apply to information collected by:

us offline or through any other means, including on any other website operated by the Company or any third party (including our affiliates and subsidiaries);
any third party (including our affiliates and subsidiaries), including through any application or content (including advertising) that may link to or be accessible from or on the Website.

Please read this policy carefully to understand our policies and practices regarding your information and how we will treat it. If you do not agree with our policies and practices, your choice is not to use our Website. By accessing or using this Website, you agree to this privacy policy. This policy may change from time to time. Your continued use of this Website after we make changes is deemed to be acceptance of those changes, so please check the policy periodically for updates.

Children Under The Age Of 13

Our Website is not intended for children under 13 years of age. No one under age 13 may provide any personal information to or on the Website. We do not knowingly collect personal information from children under 13. If you are under 13, do not use or provide any information on this Website or on or through any of its features/register on the Website, make any purchases through the Website, use any of the interactive or public comment features of this Website, or provide any information about yourself to us, including your name, address, telephone number, e-mail address, or any screen name or user name you may use. If we learn we have collected or received personal information from a child under 13 without verification of parental consent, we will delete that information. If you believe we might have any information from or about a child under 13, please contact us via our contact us link.

Information We Collect About You And How We Collect It

We collect several types of information from and about users of our Website, including information:

Personal Information: by which you may be personally identified, such as name, postal address, e-mail address, telephone number, or any other information the website collects that is defined as personal or personally identifiable under applicable law.
Non-personal Information: information that is about you but individually does not identify you.
Internet Connection and Usage Information: about your internet connection, the equipment you use to access our Website, and usage details.

We collect this information:

Directly from you when you provide it to us.
Automatically as you navigate through the site. Information collected automatically may include usage details, IP addresses, and information collected through cookies, web beacons, and other tracking technologies.
From third parties, for example, our business partners.

Information You Provide To Us

The information we collect on or through our Website may include:

Forms on our Website: Information provided when registering to use our Website, subscribing to services, posting material, or requesting further services.
Correspondence: Records and copies of your correspondence, including e-mail addresses.
Surveys: Your responses to surveys for research purposes.
Transactions: Details of transactions you carry out through our Website, including payment and fulfillment details.
Search Queries: Information from your search queries on the Website.
User Contributions: Information that you may post on public areas of the Website, which is shared at your own risk.

Information We Collect Through Automatic Data Collection Technologies

As you navigate through and interact with our Website, we may use automatic data collection technologies to collect certain information, including:

Visit Details: Traffic data, location data, communication data, and the resources that you access and use on the Website.
Connection Information: IP address, operating system, and browser type.

We use cookies, web beacons, and similar technologies to collect and store information to improve our Website.

Third-Party Use Of Cookies And Other Tracking Technologies

Some content or applications, including advertisements, on the Website are served by third parties, including advertisers, ad networks, and content providers. These third parties may use cookies or tracking technologies to collect information about you.

How We Use Your Information

We use the information we collect to:

Present our Website and its contents to you.
Provide you with information, products, or services that you request.
Notify you about changes to our Website or services.
Allow you to participate in interactive features.

Disclosure Of Your Information

We may disclose your personal information to:

Affiliates and Service Providers: Contractors, service providers, and other third parties supporting our business.
In the Event of Business Transfers: To a buyer or successor in the event of a merger, reorganization, or sale.
Legal Compliance: To comply with legal processes or requests.

Choices About How We Use And Disclose Your Information

You can manage your privacy preferences, including cookie settings, through your browser or third-party platforms.

Accessing And Correcting Your Information

You may request access to, correction of, or deletion of personal information via our contact link.

Your California Privacy Rights

California residents may request information about how we share personal information with third parties for marketing purposes.

Data Security

We have implemented measures to secure your personal information. However, transmission over the internet is never fully secure.

Changes To Our Privacy Policy

We may update this policy and will notify you about material changes.

Contact Information

For questions or comments about this privacy policy, contact us via our contact link.

Thank you for visiting our Website.