Delivery to your Door
Q: How much do you charge for local delivery?
A: Local delivery is free on all orders over $50.00 within our delivery zone.
Q: What is your delivery zone?
A: We deliver South of Sheppard Avenue, East of Jane Street, West of Victoria Park right down to the Lake in Toronto.
Q: What if I live outside this area? Can I still request delivery?
A: No. At this time we are operating in a fixed delivery zone. We hope to eventually provide shipping and wider delivery availability to serve our growing customer base. That being said, we offer pickup at any of our Toronto locations and can have the product ready when you arrive!
Q: How do I place an order?
A: Online. You are required to complete the order online, including all relevant instructions for delivery or in-store pick-up preferences.
Q: Can I place an order by phone?
A: No, all orders must be placed online to ensure you are provided with the best customer service possible. You may call our Wychwood or Mt. Pleasant retail locations to check product availability or ask product specific questions.
Q: What if my selected items are out of stock?
A: We will contact you to discuss your order. You may select a partial delivery or choose to wait until your items are back in stock. We can suggest similar items for substitution if this suits your needs.
Q: When will my delivery arrive? And at what time of day?
A: We deliver Monday to Friday. For orders placed before noon, we are happy to provide next day delivery. If your timing needs are sooner, please call us so we can make arrangements. Same day deliveries are not guaranteed.
Q: Do I have to be home when the delivery arrives?
A: No. However, if you prefer to be home to receive your package, be sure to add this in the comments section when placing an order and we will give you a call to make the appropriate arrangements.
Q: What if the item I'm looking for is not on the website?
A: Give us a call and we can add it to your order if it is available in store. We are adding new products weekly, and we may occasionally discontinue items that are no longer available.
Q: My ordered items are perishable and I won’t be home for the delivery, what do I do?
A: Don't worry! All frozen/raw food items are delivered in a thermal tote so you don't have to worry about them going bad before you get home. Alternatively, if you would like to provide us access to your home (or we already have access when collecting/returning your pup) we can put any perishable items directly in your fridge or freezer. Just let us know in the comments section of your order.
Q: Cool tote! Is it free?
A: As mentioned above, all of our frozen/raw food items are delivered in a thermal tote. For your first raw or frozen pet food order, you are assigned one thermal tote bag. Please return the empty tote bag to the driver (or leave it out for us if you won't be home) at the time of your next delivery. If you choose to keep your thermal tote bag (they are pretty handy!) then we will simply charge your account a nominal $5 amount for every thermal tote bag you decide to keep.
Q: How long does it take to prepare my order?
A: Typically, it's ready the same day. Orders placed past 3 p.m will be ready the following day. You may call the store to confirm and request same day service at no charge.
Q: Is this service available at ALL locations?
A: Yes. However, we can only offer same day service at our Dundas West, Wychwood and Mt. Pleasant locations. If you require pick-up at our Midtown or Eastside locations, we can transfer the items at no charge. Transfers typically take 1-2 days. See here for store hours and locations.
Q: Is this service available seven days a week?
A: Yes and no. Pick-up services are available Monday to Friday at our Dundas West location, Monday to Saturday at our Wychwood location, and Tuesday to Sunday at Mt. Pleasant location during regular store hours. If you wish to pick-up your order at our Midtown location, we ask that you make arrangements when placing your order if you wish to pick-up on a Saturday or Sunday. Pick-ups at Woodbine can only be accommodated Monday to Friday. There will be no pick-up services made available on holidays.