Shipping & Return Policy

Shipping & Return Policy


Shipping Policy

Order Processing

  • Orders are typically processed within 1–3 business days (excluding weekends and holidays).

  • You will receive a shipping confirmation email with tracking information once your order has shipped.

Shipping Rates & Delivery Times

  • Shipping rates are calculated at checkout.

  • The carrier provides estimated delivery times, which are not guaranteed.

  • We are not responsible for delays caused by carriers, weather conditions, or other circumstances beyond our control.

Shipping Address

Customers are responsible for providing an accurate and complete shipping address at checkout.
We are not responsible for orders delivered to an incorrect address provided by the customer.

Missing Delivery Policy

If your tracking information shows your order is marked “Delivered” but you have not received it, please follow the steps below.

Before Contacting Us

Please:

  • Verify the shipping address used at checkout

  • Check around your property (front door, mailbox, concierge, neighbours, or building management)

  • Allow up to 24 hours after delivery status updates, as carriers may mark packages as delivered early.

Reporting a Missing Package

If you are unable to locate your package, please get in touch with us at [info@pipetfood.com] within 48 hours of the delivery notification and include:

  • Your order number

  • Confirmation that the shipping address is correct

Carrier Investigation

We will initiate an investigation with the shipping carrier.
This process may take 5–10 business days, depending on the carrier.

Responsibility & Resolution

  • Orders marked as “Delivered” by the carrier are considered fulfilled

  • We are not responsible for packages lost due to theft, incorrect addresses, or carrier errors

At our discretion, we may offer:

  • A one-time replacement, or

  • Store credit as a courtesy

Refunds are not guaranteed for missing deliveries.

Return Policy

We want you and your pet to be happy with your purchase. Please review our return policy below.

Eligibility for Returns

  • Return requests must be submitted within 14 days of delivery

  • Items must be unused, unopened, and in original packaging

  • Proof of purchase is required

Non-Returnable Items

For safety and hygiene reasons, the following items are non-refundable:

  • Opened or used pet food, treats, or supplements

  • Perishable items (including freeze-dried or air-dried products once opened)

  • Sale or clearance items

  • Gift cards

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please get in touch with us at [info@pipetfood.com] within 48 hours of delivery and include:

  • Your order number

  • Clear photos of the item and packaging

We will offer a replacement or refund at no additional cost after review.

Return Process

  • All returns must be authorized before being sent back

  • Unauthorized returns may not be accepted

  • Customers are responsible for return shipping costs unless the return is due to our error.

To initiate a return, please contact us at [info@pipetfood.com].

Refunds

  • Refunds will be issued to the original payment method once the return is received and inspected.

  • Please allow 5–10 business days for the refund to appear

  • Original shipping fees are non-refundable

Exchanges

We do not offer direct exchanges.
Please return the eligible item for a refund and place a new order.

Contact Us

If you have any questions regarding shipping, returns, or refunds, please contact us at:
📧 [info@pipetfood.com]