Shipping & returns

SHIPPING AND ORDERING INFORMATION

Orders are shipped from our locations in Ontario, Canada. We ship only to destinations within North America. (except heavy weight items) All orders can be placed through our online shopping cart or by phone: 613-735-3167.

CANADIAN CUSTOMERS

All regular shipping is handled by Canada Post. And will be shipped within 1-3 business days of receiving your order.(if in stock) Otherwise the ship date will be communicated to buyer.

Shipping and handling  rates are on a tier based system. Orders between $45.00 and $150.00 will be charged a flat rate between  $10.99 - $13.99* based on order subtotal. Orders below $45.00 are charged a rate of $14.99*Orders over $150.00 are not charged any shipping or handling *

*Heavy weight items are shipped at additional charges that will be displayed before checkout, these items are shipped only within Canada, and only to specific provinces / regions.

*Note Some heavy items or frozen items cannot be shipped, these items can be purchased on our web store and picked up at the customer selected location.

The items that shipping is not offered, are indicated in the description as STORE PICK UP ONLY. If these items are added to the cart, the shipping option will allow for store pick up only.

Any products deemed "store pick up only" may be shipped at an agreed shipping price, please contact us by phone at 613 735 3167.

US CUSTOMERS

Shipping by Canada Post and or their selected carrier at the posted rate. No duty or taxes are charged to destinations in the United States.

Please call 613-735-3167 or email [email protected] to obtain shipping rates on any designated Heavy Weight items that you wish to purchase.

ORDER ERRORS

If an error is made on your order  information please notify us immediately by phone :  613-735-3167

ADDRESS ERRORS

If any shipments are returned to us because of address errors, the customer will incur the shipping and handling charges. Please verify your shipping information.

ADDITIONAL INFORMATION

Ricks Pet Stores reserve the right to not ship and or adjust pricing or shipping rates on any order, to reflect errors in calculations. The customers will be notified of any changes in the prices / rates before shipping and can cancel the order if not satisfied with the total cost.

Due to weather conditions such as freezing temperatures, Rick's Pet Stores Inc. cannot be held responsible for items damaged by these conditions. 

RETURNS

Merchandise can be returned in the event that damage from shipping has occurred,  there is an error with your order, or product is defective.

If a product needs to be returned you must contact us before returning the merchandise at  613-735-3167 or by email [email protected] to be issued an RMA #. No returns can be accepted without this return authorization.

Not accepted shipping orders that are returned, and are not defective, will be subject to all shipping related charges and 20% restocking fee.

ORDER ERROR

If we have sent merchandise that was not on your original order,  please return it to us. Shipping both ways will be covered by us. We must be notified within 14 days of receiving product.

SHIPPING DAMAGE

In the unlikely event that damage to the merchandise from shipping has occured, We will, on your behalf, seek a claim from the shipping company and reimburse you for product damage and shipping. We will ask for photo's of the damage to speed up the claim. Claims mus be made within 14 days.

DEFECTIVE PRODUCT

If merchandise is found to be defective within 30 days, it can be returned provided you have an RMA. The shipping of the defective product is at your cost and must be returned with a tracking number. We do not accept responsibility for lost products.

Product will be inspected when received by us, if found not to be defective or defective ffrom misuse according to manufacturer guidelines, it will be returned to you, at your shipping cost. A handlig fee of $5.00 will aslo be charged.

If merchandise is found to be faulty or defective after inspection, it will be replaced by us with no additional shipping or handling charges to you.

DEFECTIVE PRODUCT AFTER 30 DAYS

If product becomes defective after 30 days it must be returned to the manufacture according to their warranty.

NOTE

• All returns must include original packaging, manuals, registration cards, and all parts.

• We will not be held responsible for damage due to weather and will not accept returns.  (Example chemicals freezing during winter). Please consider these factors when ordering.