Terms & Policies

Terms and Policies

Welcome to Pooch Canada Pet Supplies. We thank you for choosing us for your pet’s needs. We understand the importance of maintaining your privacy and make sure you enjoy a safe and secure shopping experience with us. We ensure that all personal and credit card information shared on our platform is handled with the highest security.

By purchasing from this Website www.pooch.ca, you agree to abide by the terms we have set out below. We know you want to get to the fun stuff, but we have to get a few rules out of the way, so please pay attention. These are important.

Minimum Amount to Order Policy

We offer low subsidized shipping fees, but in order to benefit from it, you must place a minimum order of at least $20 CAD in merchandise (excluding taxes & shipping fees). Orders less than $20.00 CAD will be processed along with the actual shipping fees plus include $5.00 handling charge. So it helps to order more! The more you order, the more you save.

Errors and Omissions Policy

Pooch Canada Pet Supplies is not liable for any misprints, errors or omissions, which may include, but are not limited to, graphics, incorrect pricing or product specifications. This does not mean that you will come across a flood of errors on our website, but nobody is perfect and errors are bound to happen. By using this website, you agree to this and conform to our policies. We make efforts to give you a seamless shopping experience. Of course, you don’t have much time to spare for shopping when you have an adorable four-legged friend to take care of! Rest assured, you will have a gala time shopping with us!

Out of Stock Items Policy

We do our best to keep all items listed in stock. Our suppliers may be out of stock sometimes or may discontinue certain items, so we cannot guarantee to ship those specific pet supplies to you right away. For any out of stock item, we do not guarantee shipping your order within 3 business days. Nevertheless, we will contact you by e-mail to confirm whether you would like the remainder of your order shipped without that out-of-stock product or would want to wait until all items can be shipped together.

Just another way to show we care. We are proud to declare that our customer service is a step above the rest.

Shipping Policy

We ship through Canada Post's "Expedited Parcel" to any location in Canada and the United States, including remote areas in the northern regions, such as Northwest Territories, Nunavut, Yukon and Alaska. Our subsidized regional flat shipping fee makes it affordable and enjoyable for you to shop at Pooch Canada Pet Supplies, irrespective of your location in North America.

The regional flat rate allows you to bulk up your order, without having to pay any extra shipping charges. We apologize we do not ship outside North America.

Return Policy

Our focus is to ensure your order arrives safely to your doors. When you receive the order, please check the contents right away to benefit from our 48-hour Exchange Policy. In the rare event that you receive a product from us and find it to be defective, damaged or wrongly shipped, please contact us immediately at sales@pooch.ca for further instructions within 48 hours of receipt (the courier recorded delivery time). You will receive a prompt refund or replacement.

If an item is damaged during transit, we will file a claim with Canada Post to request an investigation into it. You may be required to return the damaged or defective items to us. After 48 hours, the Manufacturer's Warranty (if applicable) will be your remedy for any defects or problems.

All that said, here’s another important rule: Due to the nature of pet products, we do not offer refunds. All Sales are final and returns are for exchange only.

All "Opened Box” electronic or electrical products are not entitled to an exchange. If you find that you wish to return a product for any other reason (prefer a different color or different size etc.), we are happy to make an exchange and we will adjust the difference in pricing accordingly, if applicable. However, returns must be authorized by us in advance within 48 hours after you receive your order. The actual shipping fees and $5.00 handling charge to cover the shipping materials would be applied on the exchange product(s). We apologize, but we cannot subsidize shipping fees on exchange product(s).

You may return an item for exchange, provided

We have approved your returns.

All original display packaging or boxes are returned. They are not marked, spoiled, damaged or have stickers on them.

All manuals, instructions, warranty registration cards and parts are returned.

The item is in new condition and has not been used.

Returns are shipped within 7 days after an RMA number is issued.

"Return Merchandise” and the RMA number are clearly marked on the return parcel.

We will not incur any charges for duties, taxes, etc. due to the parcel not being marked "Return Merchandise to Sender.”

It is important to remember that return shipping fees and insurance is your responsibility. We cannot refund shipping charges.

Internet Security Policy

To further enhance your online shopping security, Pooch Canada Inc. has chosen Moneris’ eSelectplus® as our payment processor.

Moneris Solutions is a joint investment between RBC Royal Bank and BMO Bank of Montreal (including Harris Bank) that was launched in December 2000. Moneris Solutions is Canada's largest processor of debit and credit card transactions.

After completing the processes at our Checkout area, you are transferred to the secure payment page hosted by Moneris’ eSelectplus® to enter your credit card information.

Your personal information, including credit card number, name and address, is encrypted so that it cannot be read while being transmitted over the Internet with Secured Sockets Layer (SSL).

SSL is a protocol that transmits your communications over the Internet in an encrypted form, keeping prying eyes away from your personal data. It ensures that the information is sent unchanged only to the intended server.

How do you know you’re on a secure site?

After completing the processes at our Checkout area, you are transferred to the secure transaction site. The lock icon on your browser will be closed. The URL for the site will start with https://

If you do not see the lock icon and https://, it is not a secured data encrypted site.

Interesting, but what does that mean?

Well, that means shopping at Pooch Canada Pet Supplies is safe!

In fact, it would be much easier for someone to obtain your credit card information from a credit card receipt than it would be to intercept an online transaction with www.pooch.ca

What is Verified by Visa®?

The Verified by Visa® ("VbV") service is an online global authentication service from Visa™ designed to make online shopping more secure for both customers and merchants. The VbV service confirms a cardholder’s authenticity, in real time, through the use of their personal password, making online shopping safer than ever for VISA™ card holders.

To learn more, please visit Verified by Visa®

What is MasterCard SecureCode®?

MasterCard SecureCode® is a private code for your MasterCard account that you can use when you're shopping online. Only you and your financial institution know what your code is — retailers aren't able to see it. So you can trust that your transactions get independent approval every time. MasterCard SecureCode® works with your existing MasterCard account, requires no download, and it's easy to activate and to use.

To learn more, please visit MasterCard SecureCode® 

Privacy Policy:

Information Collection and Use - Information collected on this site will not be sold, shared or rented to others. You, however, may feel free to share our website with as many people as you like.

Orders - We request information from customers on our order form.

Contact information (like name and shipping address) and financial information (like credit card number, expiration date) are needed to allow us to process, fulfill your pet supplies order and alert you on the status of your shipment.

Pooch Canada Pet Supplies may use this information about your purchases to enhance your shopping experience by sending you notifications of special promotions, functionality changes and new services that you may find valuable.

You may choose to remove yourself from this list at any time. To unsubscribe from this list, send an e-mail to sales@pooch.ca and title your e-mail "No Promotions" and we will take you off. It’s as simple as that. No hard feelings.

We may also monitor customer traffic patterns and site usage to help us develop the design and layout that best suits our customers.

Cookie - A cookie is a piece of data stored on the customer’s hard drive containing information about the user. For instance, by setting a cookie on our site, users will not have to provide address details each time they order and the shopping basket can remember products purchased at an earlier time. Cookies are stored on the customer’s computer after their first visit to our website. We have no access to your content.

Log Files - We use IP addresses to analyze trends, administer the site, track user movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information.

Links - This website may contain links to other sites. Please be aware that we are not responsible for the privacy practices of other sites. We encourage users to be alert when they leave our site and to read the privacy statements of each and every site that collects personally identifiable information. This privacy statement applies solely to the information collected by this website.

Security - This website takes every precaution to protect user information. When our registration/order form asks users to enter sensitive information (such as credit card number), rest assured that information is encrypted and is protected with the best encryption software in the industry - SSL.

Notification of Changes - If we decide to change our privacy policy, we will post those changes on our webpage, so our users are aware of what information we collect, how we use it, and under what circumstances, we disclose it.

If at any point we decide to use personally identifiable information in a manner different from that stated at the time it was collected, we will notify users through an email. Users (that being you) will have a choice as to whether we can use their information in this manner. We will use information in accordance with the privacy policy under which the information was collected.