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Pet Valu Faq


What do I do if I forgot my password?

Click “Your Account” at the top of the page and click on “Sign in”. A new window will pop up. Click on “Forgot Password” and enter your email address.  A new temporary password will be sent to your email address, along with reset password instructions.

How long will items stay in my shopping cart?

If you log in and add items to your cart, they are saved with our account.  The next time you login, they will be still in your cart (they are not removed), but availability and pricing will be updated accordingly.  Also, if you start shopping as a guest and then log into your account and you had items in your cart, the cart is merged.

Are all products in-store available for purchase online and vice-versa?

No - we do not carry all product in-store to sell online.  We exclude live pets, frozen raw foods. Services are also in-store only.  We carry some products that are only available online and not sold in-store as well.

How do I sign up for emails?

There are 2 options for this. If you join the "Your Rewards™/VIP Plus" membership, you will have the option to join our email list. Alternatively, if you just want to receive emails, and not join the loyalty program, you can sign-up for email in the footer of the main page.

Can I access the website from Internet Explorer?

No – the website is not compatible with Internet Explorer. Google Chrome, Microsoft Edge, Safari, or Firefox are recommended.

Why do you ask for phone numbers from online purchasers?

We need your phone number to confirm 'Your Rewards™/VIP Plus' membership number when you shop with us and to contact you in case of a problem with or update to your e-commerce order.

Can I receive the Senior’s/Military Day discount with my online purchase? 

Currently, the Senior’s and Military discounts are only available in-store.


What is the cost to join Your Rewards™/VIP Plus?

There is no cost to join – membership is always free!

Do you need a card or key fob to use your account?

No - new members do not need cards or key fobs. An associate only needs their phone number to access the “Your Rewards™/VIP Plus” account. Existing Your Rewards™/VIP Plus members can still use an existing card or fob if they choose, the associate can also look up an existing member that way.

How does the Frequent Buyer Bag Program work?

Buy 12 bags of the same size and brand of select dry food and you earn your 13th bag for free*!  Now, the list of participating brands is bigger than ever before. See terms page for full details.

Do my bag accruals expire?

Yes. In order to receive the 13th bag free, there are expiry periods by brand that require bag purchases to be made within a certain window of time. For example, all 12 bags for Performatrin must made within 36 months to receive the 13th bag free. See terms page for full details.

How do I get my free bag?

The free bag is awarded automatically when you make your 13th purchase.

What happens if I have 2 dogs and 1 cat? Do they each get a free bag?

Dog and cat purchases cannot be combined, but your purchases will be tracked individually and qualify toward a free bag of that brand and size.

Are there any discounts for buying multiple cans of food at one time?

Yes! Your Rewards™/VIP Plus members receive 5% off cases of 12 or 24 select cans. Cans must be same brand, sub-brand, size and value to qualify. See terms page for full details. This discount is currently only available in-store.

How do I claim my free food reward?

At this time, free bags can only be redeemed in store. Once you have purchased 12 bags of qualifying pet food, your account will be credited with a free bag award. Your balance for that program will be reset. To redeem in-store, the sales associate will look up your account to redeem your award. Your award is valid for 6 months. Please speak to customer service for more information on redeeming your free bag. Our Customer Service representatives can be reached Monday-Saturday: 8am to 10pm ET, Sunday: 8am to 8pm ET by phone 1-800-PET-VALU (1-800-738-8258) or anytime through email at


Can I checkout as a guest?

You can checkout as a guest for regular orders.

I didn't receive an order confirmation. What should I do?

If you did not receive an order confirmation email, or if you did not receive confirmation of your order, please first check your email spam folder. If you still cannot find it, please call our Customer Service team at 1-800-PET-VALU or 1-800-738-8258 or email them at

How can I check the status of my order online?

Login to “Your Account” at the top of the page. Once logged in, click “Your Name” also at the top of the page. In the pop-up window that appears, click “Manage Your Account”, then click on “Order History” to check the status of your order. If you checked out as a guest, click “Track your order” at the bottom of the page. In the pop-up window enter your “Order #” and “Billing Postal Code” to track your order.

How do I change or cancel my order?

Once an order has been placed, you may contact Customer Service to see if the order can be adjusted or cancelled. If the order is already processed, the order cannot be changed or cancelled.

Can I use a gift card and a credit card with my online order?

Gift cards are not currently available to use online. However, you can use both a credit card and gift card as payment in-store.

Can I see my in-store purchases online in My Account order history?

No - you can only see online orders in your online account history.

Do you do price adjustments?

Please contact Customer Service to see if your order is eligible to be price adjusted.

Can I order online and pick up in-store?

Yes. You can order ahead through our website and pick up at your local store.

What payment options do you have?

We accept Visa, Mastercard, American Express, and Apple Pay.

Do you price match?

We do not currently offer price matching services.


Do you offer Free shipping?

Yes! Qualifying orders that are over $49 after coupons and taxes, will ship for free via Standard Ground Delivery. All orders under $49 ship for a flat rate of $4.99 standard Ground Shipping. Restrictions apply and will be noted at checkout.

Do you offer express shipping options?

Express shipping options are available including FedEx 2Day® shipping. Orders must be submitted by 10:30 AM local time for express shipping. FedEx 2Day® shipping costs $22.99. Weekend deliveries are not available. We do not currently offer FedEx 2Day® express shipping to the Maritimes.

What areas do you ship to?

We are currently shipping to all Provinces with the exception of Nunavut, Yukon, Northwest Territories and with exceptions to some additional postal codes. We cannot ship to addresses that include PO Boxes at this time.

Can I return a product in-store that I bought online?

Yes, whether you’ve made your purchase in-store or online, please visit your local store and we will happily refund your order. Returns will be refunded in the same form of payment the product was purchased. For more details, please see our Returns Policy.

How long do I have to return a product?

All returns must be made within 60 days of when you received your order. If you are returning a perishable item (e.g., food and/or treats), it must be unopened and in its original packaging to be eligible for return.


What is AutoShip?

AutoShip is the most convenient way to get the products you want on a regular schedule. Choose from a range of eligible products and based on your desired frequency, your products will automatically be shipped to you or be ready for pick-up at a selected participating store. The service is easy to use and customizable, so you can make changes to fit your needs. Just tell us how often you want your products, and whether you would like them shipped or available for pick-up, and we’ll take care of the rest. With AutoShip, you can change your delivery frequency, next order date, or skip an order up to 24 hours before the scheduled order date.

How do I enroll in AutoShip?

Joining AutoShip is easy! Find your desired AutoShip eligible products and add them to cart. Eligible products have an AutoShip logo visible on the product page and in the shopping cart. In the cart, you will be prompted to choose between Pick Up In-Store and Ship To Me. Then, simply select the AutoShip option for your desired products when reviewing your order. Finally, select your preferred order frequency and check out as normal. You must be logged in or create an online account in order to proceed to checkout.

What will happen after I join AutoShip?

After you join, you will receive an email confirming your enrollment. We will then place your AutoShip orders automatically according to your selected frequency, and you will only be billed once the order is shipped or picked up in-store. We will send you an email reminder 5 days before each AutoShip order, and you can make changes to upcoming orders up to 24 hours before the order date. You will also receive email notifications regarding other important information related to your AutoShip account, such as, if your item is discontinued or out of stock, if you cancel your enrollment, and order confirmations. Prices of items in the AutoShip program are subject to change. We cannot guarantee certain prices for AutoShip orders. The amount you will be charged for items in your AutoShip order will be the price as stated in your reminder email 5 days prior to the scheduled order date or lower, if the price of the item is lower on the website on the order placement date.

How will I know my AutoShip order is on its way or ready for pick-up?

You will receive an email reminder 5 days before your next order. Changes to an upcoming order (such as skipping or changing the date of your order) must be made at least 24 hours before the scheduled order date. Then, you will either receive a shipping confirmation on the day your order is shipped, or a ready for pick-up email once your selected store has prepared your order for pick-up.

What happens if an AutoShip item is out of stock?

Unfortunately, items will go out of stock from time to time. If one or more items in an upcoming AutoShip order is out of stock we will send you an email letting you know. Any remaining items in your order that are in stock will be fulfilled. An order with out of stock items will remain open as we continue to fulfil the order for up to 30 days. If the item does not become available within 30 days, or before your next AutoShip order for that item, we will cancel the order.

How do I redeem a free food reward?

For members of the Your Rewards/VIP Plus Program, all purchases of participating brands, including through AutoShip orders, qualify towards your free food rewards. Rewards are redeemable in-store only, cannot be redeemed as part of an AutoShip order, and cannot be combined with other offers. To redeem your rewards, you may skip your next AutoShip order and visit a participating store to pick-up your items. Learn more about the Your Rewards/VIP Plus Program.

Can I apply a coupon or promo code to my upcoming AutoShip order?

Online promo codes can only be used for one-time orders or on your first AutoShip order, at the time of placing the order. Promo codes cannot be used towards upcoming scheduled AutoShip orders. You can skip an order to take advantage of an online or in-store promotion. If you have an AutoShip order for store pick-up and an in-store coupon, please present it to an Animal Care Expert when you arrive to collect your order.

How do I make changes to my AutoShip orders?

Once you’ve joined, AutoShip is easy to manage. Your AutoShip enrolment and upcoming orders can be managed in your account settings. You can change your next order date, skip an order, change your selected frequency, change your payment method, or cancel your enrolment by visiting the AutoShip section in your account. In order to be effective, changes to an upcoming order (such as skipping or changing the date of your order) must be made at least 24 hours before the scheduled order date. For all other modifications, please allow up to 24 hours for them to be processed. Once you’ve started your AutoShip enrolment, you will not be able to change your fulfilment type, shipping address or store pick-up location. If you would like to make any of these changes, you can cancel your enrolment and create a new AutoShip order with your desired fulfilment details.

Can I change my order frequency?

Yes. To modify the order frequency for an AutoShip item, visit the “AutoShip” tab within the “My Account” page. The current order frequency is displayed next to each AutoShip item in a dropdown menu. To change the order frequency, simply click the frequency dropdown for the item you would like to modify and select your new desired frequency. Please allow up to 24 hours for modifications to be processed.

How do I change the date of my next order?

To change the date of your next order visit the “AutoShip Subscriptions” section on the “My Account” page and select the “Change Date” button for the order you want to update, then select a new date from the calendar that appears. This will change the order date for the next order you are expected to receive. If an AutoShip order contains multiple items and you would only like to change the order date of a single item, remove that item from the order by selecting the “Remove Item From Order” button. The items will now display as two separate orders and you can now change the order dates for each one.

What if I want to skip an order?

To skip an AutoShip order, visit the “AutoShip” tab within the “My Account” page at least 24 hours before the scheduled order date and click the “Skip Order” button. Your next order, following the one you’ve skipped, will not be affected and will remain scheduled at the next interval based on your selected frequency.

How do I cancel my AutoShip enrollment?

You may cancel your AutoShip enrollment at any time. Visit the “AutoShip” tab within the “My Account” page and simply click “Cancel AutoShip” below the frequency dropdown. You will be prompted to confirm this action and then your enrollment will be cancelled. You will receive an email notification confirming this action. Any scheduled orders within 24 hours of cancellation will still be placed and orders cannot be cancelled after they have shipped. However, they may be returned through our normal return process. For information on our returns policy, please view our Shipping and Returns page or call us at 1-800-738-8258 Monday-Saturday: 8am to 10pm ET, Sunday: 8am to 8pm ET.

How do I update payment information?

You will receive an email notification if your credit card information is expired. To update your payment information, please visit the “AutoShip” tab within the “My Account” page and click “Change Billing” below the billing section of your AutoShip order. Please allow up to 24 hours for modifications to be processed.

How do I combine items into one order?

By default, orders scheduled on the same day with the same payment method and shipping address or pick-up store will be combined into one order. If you have more than one AutoShip item and want the items to be combined in the same order, simply visit the “AutoShip” tab within the “My Account” page and change the next order dates to reflect your desired date. You should confirm the orders are going to the same shipping address or pick-up store. Please allow up to 24 hours for modifications to be processed.


Do you sell gift cards online?

Gift cards are only available for sale or use in-store.

I have a balance remaining with my US gift card?

Please contact Customer Service Monday-Saturday: 8am to 10pm ET, Sunday: 8am to 8pm ET by phone 1-800-PET-VALU (1-800-738-8258), or anytime through email at regarding your unused balance.


What is your coupon policy?

Please click here to view our Coupon Policy

Can I use my coupon on any item?

No – there are some exclusions to all coupons including some products, gift cards, adoptions fees, grooming, or other services.

Can I use coupons online and in-store?

No – coupons are either valid online or in-store unless otherwise indicated.

Can I use multiple coupons on an order?

No - you can only use 1 coupon per order.

Why is my coupon code not working?

Please consider the following:

What is the expiration date on the coupon?

Did you type in the coupon code directly? Be sure to remove any extra spaces.

Are you trying to apply the coupon to an item that it does apply to?

Is it an in-store only coupon that isn’t applicable online?

Did you not meet some of the qualifications to use the coupon?

I forgot to enter my coupon. What can I do?

Unfortunately, coupons cannot be added once your order has been placed.

Buy Online, Pick Up In Store

What type of products can I order online?

Any item shown on our website can be ordered online, but some items and size variants are limited to only Ship To Me or only Store Pick-Up delivery methods. On the product display page of each item, you can find availability details for each delivery method.

How can I track my order?

Once you have completed your order, you will receive an order confirmation email. Once the store has been able to pick your items and your order is ready for pick-up, you will be contacted via email or phone with more details.

How do I cancel my order?

If for any reason you need to cancel an order, or partial order, please call the store immediately to notify them about the change.

How long do I have to pick up my order?

From the time you receive confirmation that your order is ready for pick-up, you have 5 days to pick it up, unless the store has contacted you to tell you otherwise.

Do you offer same day pick-up?

Yes - same day pick-up is available on orders placed by 3:00 pm local time. In case of increased volume, kindly wait for stores to notify you through phone or email that your order is ready prior to planning your trip.

Where do I pick up my order?

As soon as you arrive at the store, you can speak with a store associate or call the store to have your order brought to you outside for curbside pick-up. Having your order confirmation email ready will help expedite the pick-up process.

Can I return an item I purchased from my store pick-up order?

Yes – You can visit a store to make a return, as long as it’s returned within 60 days of purchase in its original packaging. For more details, please see our Returns Policy.

Can someone else pick up my order?

Yes – during online checkout, you will be presented with an option to provide the name and phone number of a pick-up person, if you will not be the one to pick up the order.


What is your mask policy?

Please refer to your region's mask by-laws for detailed requirements and policies.

What precautions are in place to keep me and my pets safe?

We have limited the number of customers allowed in a store at any given time. We ask that you continue to practice social distancing and take advantage of our hand sanitizer stands throughout the store.


How can I set up a Grooming appointment?

To book an appointment at one of our Groomingdale’s Salons, please call or visit your store directly with your Groomer.

What are your grooming fees?

Fees for salon services will vary depending on the type of service requested, dog size, type and condition of coat. Fees will be discussed prior to the start of the service so there are no surprises.

I'd like to know more about your self-serve Dog Wash

The Self Serve Dog Wash is the perfect place to bathe your pet in our stores. We provide shampoo and conditioner, a towel, air-dryer, an apron for yourself and a treat for good behaviour!

Pets suffering from pests (such as fleas, ticks), or that have been skunked are not permitted to use these facilities. Don't worry though as we have solutions for you! Speak with our team members in store for product suggestions or speak with your Groomer for professional treatments.

Which locations carry frozen raw foods? What brands are available?

We offer a variety of frozen raw foods for your pet. As brands and recipes will vary, please speak with your store directly for more information.

Which locations offer frozen/live feeders such as mice, crickets, meal worms?

Some of our locations do carry menu items to cater to your unique pet's unique appetite. Please speak with team members at your store for more information.

What is in your in-store return policy?

For merchandise purchased in store: We will refund purchases returned in original packaging with a receipt within 60 days of purchase. Refunds will be issued in the same form of tender with which the product was purchased. Goods returned opened or without a receipt can be exchanged or refunded to a gift card. If a Gift Card was used as a partial tender, that returned amount will be placed on a new Gift Card before other tenders are applied. Final sale on all clearance items. Full details can be found here.

What else do I need to know about bringing my pet in for a grooming salon or dog wash service?

We require all pets be current on their rabies vaccinations and to wait at least 48 hours after any vaccination is administered to use our salon or dog wash services. Proof of vaccination in the form of paperwork is required for salon services. Please note: all pets must be in good health prior to receiving any grooming services.


Do you have any cats/dogs for adoption?

Each store partners with a local rescue/shelter to support with their adoption programs. Your store may have a cat or kitten visiting from one of these recuse and is available to adopt! Speak with team members in your store for more details.

Do you have any small animals available such as a hamster or bird?

Each store will offer different critters, so we suggest speaking with your store directly for more information.

I have a specific question about my pet?

We love talking pets and would love to hear your questions. Please speak with a team member in store or feel free to send an email to for assistance.


How can I apply for a job?

You can apply by visiting our careers site. Our jobs can be filtered by job category (store, warehouse, head office), location and by full/part-time positions.

If you require assistance with the application process, please contact

How old do I have to be to apply for a job?

The minimum age will depend on your province. Please visit your provincial Employment Standards website to find out more.

How can I get an update on my application?

Once you have applied, we will take the time to properly review and assess your application to ensure the best fit for you and our organization. All updates on your application will come directly from our talent acquisition team to the email address attached to your application. If you require assistance with the application process, please contact

Do you offer volunteer opportunities?

Please reach out to your local store to see if there are any volunteer opportunities.


What are your Customer Service Hours?

Monday-Saturday: 8am to 10pm ET, Sunday: 8am to 8pm ET by phone 1-800-PET-VALU (1-800-738-8258), or anytime through email at

What to share your in-store experience with us?

Please contact Customer Service Monday-Saturday: 8am to 10pm ET, Sunday: 8am to 8pm ET by phone 1-800-PET-VALU (1-800-738-8258), or anytime through email at

Have a question about one of our products?

Please contact Customer Service Monday-Saturday: 8am to 10pm ET, Sunday: 8am to 8pm ET by phone 1-800-PET-VALU (1-800-738-8258), or anytime through email at

Vendor Opportunities?

Looking to sell your product at one of our stores or online? Please send inquiries to

Do you work with shelters and other pet-related organizations?

Yes - we are a firm believer in giving back to our communities. Each location works with local rescues and shelters, in additional to our National Partners.

What is your privacy policy?

Please click here to view our Privacy policy

Do you sell prescription pet foods?

We currently do not sell prescription pet foods.

I'd like to learn more about your national partners/charities

Please click here to learn more about Giving back.


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