FAQ

Shipping

Is shipping free?

Yes. Standard shipping is free on every order delivered in Canada, to all provinces and territories, with no minimum. For the United Kingdom and France, rates are shown at checkout before you pay.

How long does delivery take?

Orders are processed in 1 to 3 business days and usually arrive within 7 to 15 business days in Canada. Delivery can take longer during holidays, bad weather or in remote areas. See our shipping policy.

How can I track my order?

As soon as your order ships, you receive an email with a tracking number. You can also use our order tracking page.

Why did my order arrive in several parcels?

Our items ship directly from our partners' warehouses, so an order with several items may arrive in separate parcels, each with its own tracking number.

Returns and orders

Can I return a product?

Yes. You have 30 days after delivery to request a return of an unused item in its original packaging. See our return and refund policy.

What if my item arrives damaged or defective?

Email us within 14 days of delivery with your order number and a photo. We will send a replacement or refund you, at no cost to you.

Can I change or cancel my order?

Yes, as long as it has not shipped yet. Email us as soon as possible with your order number.

What payment methods do you accept?

All major credit cards and the other secure payment methods shown at checkout. Prices are in Canadian dollars (CAD) in Canada.

Products

How do I choose the right size?

Check the size chart in the product options. For harnesses, measure the widest part of your dog's chest. For beds, measure your pet sleeping curled up and choose a slightly larger size.

Are your supplements a replacement for the vet?

No. Ask your vet before starting any supplement, and see a vet for any health concern.

Contact

How do I contact you?

Email us at info@zootly.ca. We reply within 24 to 48 hours, Monday to Friday. You can also use our contact page.