Shipping and Returns
Shipping & Return Policy
All orders are shipped within 48 hours Monday - Friday 8am - 5pm
We use Canada Post or Couriers to deliver orders within Canada.
If a tracking # is provided by the shipping carrier, we will update your order with the tracking information.
The rate charged for the shipping of your order is based on the weight of your products, and your location. Before the final checkout page you will be shown what the cost of shipping will be.
Provinces of AB, BC, SK can quality for Free Canada Post shipping with a minimum order of $115.00 pre tax. A Shipping surcharge may be added for oversized items but you will be contacted first to approve. Free shipping does not apply to Dog Food (sorry it's just too heavy or frozen), frozen food shipments can be done if the customer has their own account with Versa Cold or another refrigerated carrier.
In the case of Rural areas, small communities or PO Boxes, you will be notified if the shipping rate you paid at check out is insufficient for your address (this can also apply to Provinces of Quebec, PEI, Newfoundland.Labrador, NWT, Yukon, Nunavut due to their locations & Canada Post calculated rates) Heavy items or items that are assigned cube weight by Canada Post may also have a shipping surcharge. You will be notified in advance of shipping.
It is up to Poochie Moochie's discretion if they will ship Canada Post or Courier.
FREE Delivery is available in Edmonton and most surrounding communities on orders over $115. Deliveries are Monday, Wednesday & Friday (see Home Screen for or Free Delivery Page for details)
If an item is special ordered, we will contact you with an estimated arrival/delivery date. Special Orders cannot be refunded.
Returns, Refunds and Exchanges
How To Return An Item
Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. You must return the item within 14 days of your purchase.
Shipping Costs on Returns
Return shipping cost is at customers expense. We do not refund the original shipping and handling that you paid on the order.
Shipping costs covered by Poochie Moochie will be deducted from refund if merchandise is returned
Clearance Items or Boxing Day Sale Discounted Items are final sale
Some items can not be returned if they are opened.
Merchandise that has been worn, used, or altered will not be accepted for return or exchange. Post Operative Wear, post op cones, and doggy diapers can not be returned due to hygiene reasons.
Boots, socks, footwear will not be eligible for return if they have been worn outdoors or show any evidence of such wear.
Apparel that shows any sign of wear (ie: hair, soiled markings, missing packaging) will not be eligible for return.
FOOD Returns: Poochie Moochie follows Manufacturers Policies
Some Dog Food Manufacturers have satisfaction guarantee. We will accept your return if its been 7 days since purchase, the original receipt and packaging must be present and at least 50% of the package must be unused and food must still be frozen. Store credit or refund will be given.
Food Manufacturers that accept returns: Big Country Raw, Bold By Nature, Primal, Smack.
The Dog Food Brands that don't have a Manufacturers return policy are: Complete K9, Courtlyn Customs, Dog's Choice/Doggy Moggy. Poochie Moochie encourages you to order a small package when trying a new brand or protein, to ensure your dog likes it before buying a bulk case.
For Carnivora & Nature's Premium, Poochie Moochie will provide assistance under the following conditions: Package must be 3/4 full, original receipt & packaging must be presented, and purchase date must be no more than 1 week prior. Store credit will be given for the pro rated amount that was returned.
Note flavour fatigue can be a normal occurrence and is not related to food quality (therefore non returnable). Any food returned thawed or evidence of being thawed will not be returnable.
Other edible products, such as opened Treats, Chews, Supplements can not be returned (with the exception of Thrive Brand)
Gift Certificates are non refundable. Special Orders are non refundable.
If your clothing item is in like new condition, you may exchange your clothing item for a different size or color. You will not be subject to a restocking fee in this case, but you still will have to pay return shipping.
Warranty items are exchange for same item only
Some items may be subject to a 10% restocking fee, this will be deducted from your refund