Free Shipping starting at $69* View Details. (Possible Shipping Delays)

FAQ

Frequently Asked Questions

How much is shipping?

We offer Free Shipping on orders over $69 before taxes anywhere in Canada on the majority of our products and select pet foods (on product pages look for pet foods with FREE SHIP $69 min in product images)

Some exceptions to this are heavy and oversized items (such as litter, kennels, beds etc). Please see our Shipping Info here for our detailed shipping chart for order costs and delivery timelines.

Do you offer AutoShip with product subscriptions?

Yes we offer Fetch AutoShip so you can subscribe to your favourite product! Never run out of pet food again, visit our Fetch AutoShip page for more info.

Can you special order a product you do not carry?

Absolutely! Send us an email with a detailed description of the product (brand, size, model/formula) along with the price you last paid and we'll give you a quote. Please keep in mind it might take a week or two for us to get the item in stock before it ships.

Note: Special order items are required to be prepaid and we do not offer returns/exchanges on these items since we do not stock them regularly.

When will my order ship? 

As we are local Canadian pet store we have established detailed shipping information for each province and our local areas found here on our Shipping Info page.

When will my order be delivered?

Please visit our Shipping Info page and select your area (Local or National by province) for delivery timelines.

Do you offer any pet professional or breeder programs?

Yes, if you are ordering large quantities of any pet product (almost any brand!) send us an email. We can order virtually any pet product, even if it's not on our website.


Please include which product you are interested in and how many. Also let us know your monthly usage or how often you plan to place this same order so we can get you the best pricing possible!

Are your prices in Canadian dollars?

Of course, we're proud to be a local Canadian pet store offering premium products that meet our high standards since 1994.

Do ship Frozen Raw Pet Food outside of Saskatoon?

Currently our raw pet food shipping options online are limited to Saskatoon and area (Suburbs: Martensville, Warman, Grasswood, Casa Rio, Furdale and Riverside). Just like driving home after picking up raw pet food from our store, it is shipped in this area without refrigeration (out of freezer for approx. 30 minutes, max. 60 minutes). All frozen raw pet food is shipped at customers own risk, please leave delivery instructions at checkout to leave in cooler left outside if you will not be home.

If added to orders outside of this area it will not allow you to checkout. We can explore bulk shipping options when ordering in larger quantities to major centers outside Saskatoon , please email us for more info.

Do you work with shelters and rescues?

Yes!! We think as a pet store the best way we can make a difference is by helping out pets in need. We have our annual pet food drive which has raised 157,950 meals for local rescues as of December 31, 2019.

Where do you ship to?

We ship anywhere in Canada including PO boxes! Any other questions about shipping please see our Shipping Policy here. Currently we do not ship outside of Canada.

Note: For Local Saskatoon and Suburb Area- we do not ship to PO boxes in Saskatoon and Area as our drivers cannot access postal boxes. Also if you are in an apartment in our local area you must be home to receive deliveries.

How do I place an order?

If you are a Critters client and have an account with us online ensure you log in and then proceed to checkout. Our website will remember your information if you have placed a order online before. If you have created an account and are checking out for the first time fill in the information needed and our site will remember for your next order. If you don't have an account with us just continue as a guest at checkout. Fill in your information needed for processing the order and place the order. You do not need to create an account with us to place an order.

How can I track my order?

You will receive an email once your order has been processed and ships. 

For Local and Suburb areas, you will receive a notification once your order ships (for delivery timelines view our Shipping page). For National orders shipped Canada Post Expedited outside of our local Saskatoon and areas you will receive tracking information by email.

Do you price match?

The short answer: we'll sure try so send us an email. We wish this was a simple answer but unfortunately there are many factors involved in today's pet industry such as short dated product clearances, manufacturer rebates, discontinued items and more. We strive to offer competitive pricing with value added service including free delivery!

How do I contact customer service?

The best way to contact us is always by email. Our online order support is available Monday to Friday from 10am-4:30pm.

What forms of payment do you accept?

We accept Mastercard, Visa and American Express. Side note our store dog "Mona" might accept treats as payment but you will have to talk to her about that.

Can I change or cancel my order after it placed?

Immediately after your order is placed, it is processed by our team. Due to our goal to ensure that you receive your order as accurately and quickly as possible, we are unable to make changes to existing orders.

How can I change or modify my Fetch AutoShip subscription order?

Modify your subscription at any time! When you're logged into your account- simply visit your subscription page to change your frequency, change delivery date, update quantities, delay, skip, cancel or make other modifications to your order. You can even add to your existing subscription when you are logged in, visit any product and click Add to Existing Subscription!

What is your Return and Exchange Policy?

Please see our Return and Exchange Policy here

What's your Privacy Policy?

Protecting your information is important to us. Please see our Privacy Policy here.