FAQs

IOKHEIRA Help Center

FREQUENTLY ASKED QUESTIONS Ordering How do i contact customer service ? Simply click Contact Us page and it has all the detail. You can Email US or call us at We are open 10am - 4pm EST, Monday - Friday. How can I check on the status of my order ? Once your order is placed, an order confirmation email will be sent to your inbox. As soon as your package has left our warehouse, you will receive another email with your tracking number so you can find out when your order will arrive. You can also go to My Account to get the latest of your order status. What payment methods do you accept ? We accept Visa, Visa Debit, Mastercard and PayPal. Additionally, Gift Cards and Pawperks Rewards points can be used as a payment method. When will my credit card be charged ? Your credit card will be charged once you order is placed. Are all your products priced in Canadian Dollars ? Yes, all our products are priced in Canadian Dollars and we are based in Ontario, Canada. How do I cancel or change an order ? You can cancel or change your order and obtain a refund at any time BEFORE we ship out your order. Please Email Us or call our customer service. Product availability ? We try to maintain inventory of all products on our website as accurate as possible, occasionally you order may contain some items which are out of stock. In this case, we will contact before shipping your order. How can I ensure that I do not lose the items in my cart ? If you are logged in to your PetOnly.ca account, the items you add to your shopping cart will be available for 30 days on any browser and computer on which you use your PetOnly.ca account. The items will only be removed when you check out or remove them from your cart manually. However, if you are not logged in to your PetOnly.ca account, PetOnly.ca remembers the items you have added to your shopping cart for 3 days, and only on the browser and computer on which you added the items. Can i pick up my order ? No, All orders are either shipped by Canada Post, Purolator or Fedex. Shipping & Delivery How much is shipping ? Please refer to our Shipping Info page. When will my order ship ? All orders are now shipped in 2-3 business days of your purchase during COVID-19 pandemic. We will send you a shipment confirmation email with tracking number once your order is shipped. You also can check your order status by logging into your account. Where will my order be sent from ? All orders are shipped from Toronto, Ontario. What shipping method do you use ? All orders are either shipped by Canada Post, Purolator or Fedex depending on your shipping adress and the shipment size of your order. If you perfer us to use certain carrier for your order, please email us at custo after the order is placed and we will try our best to accommodate your request. Why i am still being charged for shipping when order is over $79 before tax ? Free Shipping does not apply to certain pet food, bulky & heavy items as well as remote area. If your order amount is over $79 but still being charged for shipping, that means your shopping cart contains one of these items or you are located in remote area. For more info, visit our Shipping Policy page. Do you ship to P.O Box addresses ? Yes, we ship to P.O Box addresses. Do you ship internationally ? No. We only ship within . Returns What is your return policy ? Please see our Return Policy page. What if i received damaged or defective item ? Please report the damaged item to us within 2 business days of receipt and we will advise next step. It's buyer's responsibility to check and test product in non-defective and working status within 15 days of receipt. After that, please contact manufacturer directly for warranty information.