Help centre
FAQ
Answers to common questions.
Ordering & payment
3 questions- No. You can check out as a guest.
- With an account, you can see your order status and order history, and check out faster next time.
- Yes. Checkout is run by Shopify and is encrypted.
- Your card details go straight to the payment processor. We never see or store your full card number.
- Yes, before it ships. A 5% cancellation fee applies.
- Once an order has shipped, it can no longer be cancelled, and our return policy applies instead.
Shipping
5 questions- We ship across Canada.
- Yes, on orders over $200 CAD.
- Orders under $200 have shipping calculated at checkout.
- Orders are processed within 1–2 business days. Weekend and holiday orders are processed the next business day.
- Shipping rates and estimated delivery times are shown at checkout, based on your location and the shipping method you choose.
- Once your order ships, you'll get a confirmation email with a tracking number so you can follow your package.
- Email us as soon as possible with your order number. We can update the address as long as your order hasn't shipped yet.
Products, sizing & safety
3 questions- Products that need assembly come with all the hardware and an assembly manual.
- Check the dimensions on each product page and compare them with your pet's measurements.
- For crates, beds and playpens, measure your pet standing and lying down, then add a little room to turn around.
- Not sure? Email us your pet's breed, weight and measurements and we'll help you choose.
- Choose a toy or chew sized for your pet.
- Supervise your pet with anything new.
- Replace items once they show wear or small pieces start to come off.
Returns & damage
6 questions- You have 30 days after receiving your item to request a return.
- Items must be unused, in the same condition you received them, with tags and in the original packaging, with proof of purchase.
- To start a return, email us. Items sent back without first requesting a return will not be accepted.
- Return shipping is the customer's responsibility, and the return shipping cost is deducted from your refund.
- We'll let you know once we've received and inspected your return.
- If approved, you'll be refunded to your original payment method within 10 business days. Your bank may take a little longer to post it.
- Sale items and gift cards.
- Perishable goods, custom or personalized items, and personal care goods.
- The fastest way to get what you want is to return the item you have and, once the return is accepted, place a new order.
- Email us within 7 days of receiving your order, with your order number and photos of the item and the packaging.
- We'll evaluate the issue and make it right.
Contact
1 question- Phone: +1 (437) 770-4000
- Email: info.markif@gmail.com