Shipping & Returns

Our Shipping Policy

Shipping Locations

B&T Pets currently ships within Canada only. At this time, we do not offer international shipping, including to the United States.

This approach allows us to maintain consistent service levels, predictable delivery timelines, and appropriate handling of our products.

Order Processing Time

Orders are typically processed within 1–3 business days, excluding weekends and statutory holidays. Processing time refers to the period between when your order is placed and when it leaves our facility.

During periods of higher order volume, such as promotions or seasonal launches, processing times may be slightly extended. When possible, we aim to communicate any notable delays.

Shipping Methods & Carriers

Orders are shipped using reputable courier services selected based on destination, package size, and service reliability.

We do not ship orders via Canada Post.

Carrier selection may vary by order, and we reserve the right to choose the most appropriate courier to ensure safe and timely delivery.

Shipping Rates

Shipping costs are calculated at checkout and are based on:

Destination
Package weight and size
Courier service selected

Any free-shipping offers or promotional shipping rates will be clearly communicated on the website at the time of purchase.

Estimated Delivery Times

Estimated delivery times begin after an order has shipped, not when it is placed.

Delivery timelines vary by location:

Urban and southern regions typically arrive within a few business days
Rural or remote areas may take longer

Delivery timelines are estimates only and may be impacted by courier delays, weather conditions, or other factors outside of our control.

Order Tracking

Once your order has shipped, you will receive a shipping confirmation email.

Where available, tracking information will be included so you can follow your order’s progress.

Local Pickup

Local pickup is available at our London, Ontario location.

When local pickup is offered, it will appear as an option during checkout.

Pickup instructions and timing details will be provided once your order is ready.

Address Accuracy

Customers are responsible for ensuring that shipping addresses are accurate and complete at checkout.

B&T Pets is not responsible for delays, failed deliveries, or additional shipping costs resulting from incorrect or incomplete address information.

Lost, Delayed, or Damaged Shipments

If your order arrives damaged, appears lost, or experiences a significant delay, please contact us as soon as possible.

For damaged shipments, we may request photos of the packaging and products to help resolve the issue and work with the courier if needed.

Shipping Restrictions

At this time:

We ship within Canada only
We do not ship internationally
We do not ship via Canada Post
We do not ship to freight forwarders outside Canada

Questions About Shipping

If you have any questions about shipping, delivery timelines, or your order, please contact us through our website, or email us at info@btpets.com.

We’re happy to help.

Return & Exchange Policy

At B&T Pets, we want you and your pet to feel confident and happy with every purchase. We take pride in the quality of our products and understand that, just like people, pets can have individual preferences. Our goal is to be fair, transparent, and supportive while maintaining the integrity and safety of our products.

Consumable Products

Because our products are consumable pet treats and supplements, we are unable to accept returns of opened or used items for resale. This policy is in place to ensure product safety and quality for all pets.

That said, if your pet does not enjoy a product or you have concerns about your purchase, we encourage you to reach out. We’re always happy to discuss options and learn from your feedback.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.

To help us resolve the issue quickly, we may ask for:

Your order number
Photos of the damaged product and packaging

Once reviewed, we will work with you to determine an appropriate resolution, which may include a replacement or refund.

Order Changes & Cancellations

If you need to cancel or modify an order, please contact us as soon as possible after placing it.

Orders can only be changed or cancelled before they have shipped. Once an order has left our facility, we are unable to make changes.

Refunds

Approved refunds are issued to the original method of payment. Processing times may vary depending on your payment provider.

Refunds are typically considered in cases of:

Shipping damage
Order errors
Exceptional circumstances reviewed on a case-by-case basis

Shipping Costs

Shipping costs are non-refundable unless the return or refund is due to an error on our part or damage during shipping.

Local Pickup Orders

For local pickup orders at our London, Ontario location, please inspect your items at pickup. Any issues should be brought to our attention promptly so we can address them.

How to Contact Us

If you have questions about returns, refunds, or your order, please contact us through our website, or email us at info@btpets.com. We’re here to help and are committed to providing a positive experience for you and your pet.

A Note on Pet Preferences

We strive to make treats that pets love, but we understand that tastes can vary. While we cannot guarantee that every pet will enjoy every product, we truly value your feedback and use it to continually improve what we offer.