At Pet Valu, we’re here to make the shopping experience easy for you. We ship Monday through Friday, excluding statutory holidays, to all Canadian provinces except Nunavut, Northwest Territories, Yukon, and select postal codes. Orders placed by 10:30 am local time on weekdays are usually processed the same day, depending on order volume and warehouse availability. While we aim to process all orders within 2 business days, it may take a little longer during busy times, such as holidays or special promotions.
We’re happy to ship to both your home and office, but we’re unable to deliver to PO Boxes.
To better serve our customers, orders are processed from all our distribution centers across Canada. This means your order might be shipped from a different province depending on stock availability.
Once your order has been shipped, it cannot be canceled. However, if you decide you no longer want your item(s), you can return them according to our Return Policy after receiving your order. Should you prefer an alternative purchasing option, Pet Valu also offers Buy Online, Pick-up In-Store or delivery via Instacart in applicable locations. To find answers to our most common Instacart questions, click here.
See the sections below for more details on transit time estimates. While we strive to deliver on time, we can’t guarantee exact arrival dates.
We are pleased to offer free Standard Ground Shipping on eligible orders of $49 or more (subtotal before taxes and after discounts). No promo code is required—free shipping will be applied automatically at checkout.
For orders under $49, a flat shipping rate of $4.99 applies for Standard Ground Shipping.
Please note that your order may be delivered in multiple shipments if items are being fulfilled from different warehouses. There is no additional charge for split shipments. Any applicable shipping restrictions will be clearly displayed during checkout.
We’re happy to offer Express Shipping via FedEx 2Day® in select regions for $22.99 plus applicable taxes. To take advantage of this service, please place your order by 10:30 am local time, Monday through Thursday. While we don’t offer weekend delivery, we’ll make sure your order is on its way as quickly as possible.
Please note: FedEx 2Day® is not currently available for delivery to the Maritimes or certain rural areas.
At Pet Valu, we prioritize processing every express order to ensure the fastest possible turnaround. Keep in mind that the shipping estimate refers to transit time and does not include order processing time.
To see estimated delivery times for your province with FedEx 2Day®, check the table below:
We are committed to delivering your order as efficiently as possible. Our courier partners deliver Monday through Friday between 7:00 am and 9:00 pm.
If you have any questions or concerns regarding your delivery, please don’t hesitate to contact our Customer Care team at 1-800-PET VALU (738-8258). We're happy to assist you.
To provide timely service to our valued customers, we ship orders from distribution centers located across Canada. As a result, your order may be fulfilled from a different province than your own, depending on product availability.
The table below outlines estimated transit times in business days, beginning from the date your order is shipped.
Please note: These are estimated timeframes and may be impacted by unforeseen circumstances such as severe weather, postal disruptions, holidays, natural events, or government actions. While we make every effort to ensure prompt delivery, we are unable to guarantee a specific delivery date.
For customers in remote areas, deliveries may be transferred to a local courier service such as Canada Post for final delivery. In these cases, we kindly ask that you allow additional time for your order to arrive.
Once your order has been placed, you’ll receive an Order Confirmation email at the address you provided. This confirms that we’ve received your order and are getting it ready for processing.
As soon as your order is prepared for shipment, we’ll send you a Shipment Confirmation email. This will include your tracking number, courier details, and a link to track your package. Just click the link to view the most up-to-date delivery status directly on the courier’s website.
If you haven’t received your order-related emails, here are a few quick things to check:
Look in your junk, spam, or promotions folders
Make sure the email address entered at checkout is correct (you can review it on the Web Confirmation page after placing your order)
Add email-marketing@petvalu.ca to your email contacts or trusted sender list to help prevent emails from being blocked
If you still need help, our Customer Care team is happy to assist you. Just give us a call at 1-800-PET-VALU (738-8258).
At Pet Valu, your satisfaction is our priority. If you’re not completely happy with your purchase—whether made in-store or online—we’re happy to offer a return or exchange.
Items returned in their original packaging, along with a receipt and within 60 days of purchase, are eligible for a full refund to the original method of payment.
Returns may still be accepted for exchange or store credit issued on a Pet Valu gift card.
You’re welcome to return your purchase at any Pet Valu store, regardless of whether it was made in-store or online.
To ensure a smooth return experience, please bring the following:
The credit or debit card used at the time of purchase
Your in-store receipt or shipping confirmation email
If you placed your order online and do not have access to a nearby store, please contact our Customer Care team at 1-800-PET-VALU (738-8258) for return assistance.
Please keep in mind:
Shipping charges are non-refundable unless the return is due to an error on our part
Merchandise that is used or returned without original packaging may be declined
Returns without a receipt will be refunded in the form of a store gift card
For purchases made using a gift card, any applicable refund will be returned to a new gift card before any remaining amount is refunded to your original payment method
We reserve the right to limit or refuse returns in cases of repeated or bulk returns of the same item(s)
Please note that certain items, such as clearance merchandise and live animals, are not eligible for return.
To return items purchased through Instacart, please contact Instacart’s Customer Experience Team at 1-888-246-7822.
For more information regarding Instacart orders, click here.
