*Please note that products that state "pick up in store only" can be paid for online, but cannot be shipped and must be picked up in store. Additionally, any food item (wet, dry, raw, or frozen) cannot be delivered.
**Update October 2025: Due to the current Canada Post Rotating Strike, there may be significant delays in shipping. If an order is placed during this time and cancelled due to these disruptions, you may be subject to a service fee to process the refund.******
Q: When will my order ship?
A: We ship all online orders Monday - Friday via Canada Post. On Canadian holidays, your order will ship on the next available days.
Q: What kind of shipping options do I have?
A: Currently the only option for shipping is a flexible rate based on the number of items.
Q: I placed an order, but I haven't received my package yet; where is it?
A: We recommend looking up your tracking number that is sent via email upon your items being shipped. If the tracking indicates that the package has been delivered, please give Canada Post a call and see if there were any errors in shipping addresses or any delays.
Q: Do you ship to the US?
Yes, we do! Customers are responsible for paying all duties and taxes--Canada Post will collect on delivery before you receive your package.
Q: Do you ship internationally?
A: Sorry, we do not offer international shipping at the moment. If you have any questions, please contact us at info@bigdoglittledog.com.
Q: What is your return policy?
A: We can help with returns on a case by case basis. We do not accept returns on frozen raw food.
Returns on items that are unopened/unused with tags on may be returned in store within 7 days or shipped back to us at your own cost within 14 days. We will verify the purchase and items before processing the return.
A processing fee of 10% will be charged on returns to cover third party processing and handling charges.
If you have any questions or concerns, please contact us at info@bigdoglittledog.com or 604-299-3644.