FAQs
Answers to your Frequently Asked Questions
General Inquiries
PetsEssentials: Who are we?
Welcome to PetsEssentials, your one-stop-shop for all your fur babies’ needs. As a team of animal-lovers, we have carefully curated our favourite products to make it easy to treat, care for, play with, supplement, groom, and feed your pet with the essentials.
Where are you located?
PetsEssentials is an online retailer based in Ontario, Canada. While we do not have a physical storefront for customers, we proudly offer a comprehensive selection of top-quality pet products through our convenient online platform.
What does PetsEssentials sell?
PetsEssentials offers a wide range of premium products catering to the diverse needs of pets. Our vast and varied inventory includes quality vitamins & supplements, natural treats, smart pet products, toys, collars, grooming products, pet clean-up, and much more!
What payment methods do you accept?
PetsEssentials accepts Visa, Visa Debit, Mastercard, Mastercard Debit, American Express and PayPal. We do not accept cheques or e-transfers.
Account
How do I open an account?
We are excited to have you join our community! To open an account with us, click on the profile icon in the top right corner and click on Create Your Account.
What do I do if I forget my password?
Not to worry, it happens to all of us! To get back into your account, go to https://petsessentials.ca and click on the profile icon. From there, click “Forgot your password?” located under the password entry box. Enter the email address associated with your account, and we’ll send you an email with password-reset instructions.
How do I change my contact information on PetsEssentials?
To change your account information, including your contact or shipping information, please log into your account. Once you are logged in, click on your profile and click on Account Information. Click on the pencil icon to edit the information and make any updates you wish. Be sure to hit ‘Save’ when you’re done!
Ordering
How do I place an Order?
Ordering with us is easy! Simply add items to your cart, head to checkout, and follow the instructions to proceed to payment. If you have an account with us, you will be prompted to login - if not, no worries, you can also check out as a guest!
How do I check my order status?
To check on the status of your orders, you can log into your account and click on ‘Orders’. All orders placed through your account will appear here, and you can check on status updates and details by clicking on a specific order.
How do I cancel my order?
Should you change your mind about an order after it has been placed, you can contact us by phone at 1-833-828-7387 or email info@petsessentials.ca to speak with our representatives and cancel your order.
Can I change my order?
Should you need to adjust your order for any reason, please contact us by phone at 1-833-828-7387 or email info@petsessentials.ca at your earliest convenience. Our team will do their best to update your order accordingly before it gets shipped.
Do I need an account to place an order?
An account is not needed to place an order; however, we encourage you to create an account with us so you can easily track and review your orders.
When will I be charged for my order?
Your order will be charged to your chosen payment method once it has successfully been placed. Should there be any adjustments to the order, our team will be sure to process any necessary refunds for you.
I received my order, but something is missing. What should I do?
At PetsEssentials, we strive to provide the best service to our customers. Should you encounter any issues with your order we kindly request that you reach out to us promptly at info@petsessentials.ca or by calling our toll-free number, 1-833-828-7387, within 10 business days of receiving your order. Our team will do their best to assist you with resolving the matter.
I received a damaged or incorrect item. How do I resolve this?
At PetsEssentials, we strive to provide the best service to our customers. Should you encounter any issues with your order we kindly request that you reach out to us promptly at info@petsessentials.ca or by calling our toll-free number, 1-833-828-7387 within 10 business days of receiving your order. Our team will do their best to assist you with resolving this matter.
Returns & Exchanges
What is your return policy?
PetsEssentials will accept returns on un-opened products within 30 days of purchase on a case-by-case basis. Returns may be subject to a 20% restocking fee depending on the item. For more information, or to request details on a specific item’s return policy, please Contact Us.
Please note, PetsEssentials will always accept returns on products with manufacturing defects.
How do I initiate a return?
Should you need to return your order for any reason, please reach out to us by email or phone to initiate your return process with our representative! Contact Us
Will I have to pay for return shipping?
Should you need to return your order for any reason, please contact us by email or phone to initiate your return process and one of our representatives will provide further details! Contact Us.
Will I be reimbursed for my initial shipping cost on my order if I process a return?
Once an order is processed and shipped out, the initial shipping cost cannot be reimbursed. However, we acknowledge that there are unique circumstances that can come up. Should you have any questions, please reach out to us and we’ll do our best to provide further assistance.
Shipping
What shipping methods are available?
All orders are shipped through Canada Post. Shipping options are available at checkout.
Do you offer free shipping?
PetsEssentials is offering limited-time free Canadian shipping on all orders over $50.00 CAD.
Do you ship internationally?
At this time, we do not offer international shipping options. We only provide shipping to Canadian addresses.
How do I track my order?
Once your order is processed, we will notify you by email with the tracking details. From there, you can use the tracking information provided to track your package on the Canada Post tracking system. You can also check your order’s status by logging into your account and checking under the ‘Orders’ tab in your profile.
Can I change the shipping address once my order has been placed?
Should you need to make adjustments to your order after it’s been placed, please contact us at your earliest convenience. We will try our best to accommodate to the changes, however, we are not able to guarantee that a shipping address change can be made before the order is processed.
How long will it take to receive my order?
At PetsEssentials, we typically process orders within 1 to 3 business days. Should an order require longer processing time, we’ll be sure to notify you right away.
Once your order is processed and shipped, you will receive tracking information for your reference. Delivery time will vary depending on delivery destination & the shipping method you selected. We encourage you to use the tracking details provided to get the latest updates and expected delivery date on your order!
Privacy & Security
How does PetsEssentials protect my personal and financial information?
At PetsEssentials, we are serious about protecting your personal and financial information. For more information, please visit our Privacy Policy page.
Do you store my credit card information?
If you’ve placed an order at PetsEssentials.ca, our system will store the last four digits of your credit card for payment reference. We will never process any charges to your credit card without your authorization.
Coupons & Promotions
Where can I find PetsEssentials promo codes?
If you wish to receive updates about future promotions, be sure to register an account with us and you’ll be notified by email of any site sales and promo codes!
How do I redeem a PetsEssentials coupon or promo code?
Promo codes and coupons can be redeemed during the checkout process. Once you’ve added all your items to cart, proceed to check out and enter your code in the Promo Code field located under the itemized list in your cart.
Can I redeem a manufacturer’s coupon on PetsEssentials?
PetsEssentials does not participate in any manufacturer’s coupon programs at this time. However, we offer competitive pricing and frequent promotions on our products to help you save in other ways!
Why is my coupon/ promo code not working?
Coupons and promo codes may not be recognized for several reasons such as typos, past expiry dates, or product selection not matching the offer. Be sure to enter the promo code correctly and review items in your cart for eligibility. If you continue to encounter issues, please do not hesitate to Contact Us!