Covid-19 Temporary Measures

WE ARE STILL OPEN with curbside pickup, and FREE DELIVERY. However, we cannot allow customers inside our store due to the Ontario-wide lockdown.

Purchases can be made in-person at our door or over the phone for CURBSIDE PICKUP or DELIVERY (free delivery on orders including food and litter.) Phone us at (519) 893-3743

All products continue to be available for purchase.

For the holidays, we will be closing early on December 31 at 4:00PM and closed for New Year’s Day, January 1.

We are open again on Saturday, January 2 at 9:00AM. We also continue to be open Sundays from 12:00PM to 5:00PM.

All COVID-19 measures are temporary and we look forward to returning to business as usual.

Above all else, please take care.


RETAIL LOCATION TEMPORARY MEASURES

No in-store shopping

Starting December 27, 2020 at 12:00PM, we cannot allow customers inside the store due to the Ontario-wide lockdown. All products continue to be available to customers for curbside pickup and delivery. Orders can be made in-person at our door or over the phone at (519) 893-3743.

Curbside Pickup

Knock on our door and we will take your order and retrieve the products. Once you have paid for the products, we will place them outside the door for you to collect.

We request that you wear a mask when ordering at the door. Please also maintain physical distancing with other customers while outside the store.

Call Ahead Pickup

Please call us at (519) 893-3743 to place an order for pickup. You may pay over the phone with a Credit Card (Visa or MasterCard) or pay when you pickup. So long as the items are in stock, orders may be picked up the same day.

When you arrive at our store, you can proceed with curbside pickup or finish the transaction through one of our payment methods listed below.

Carry-Outs

Please allow for physical distancing while we place your products in your vehicle. Employees will be wearing masks while doing carry-outs.

Returns

We are accepting returns. Our Pet Food Guarantee and return policy are both still in affect.

Preferred Methods of Payment

As customers cannot enter our store, the following methods of payment are preferred:

  • TAP enabled Debit Card
  • TAP enabled Credit Card (Visa or MasterCard)
  • Apple Pay enabled device (phone, watch, etc.)
  • Credit Card over the phone / force entered
  • Cash (change provided in a small paper bag)

NOTE: Most Credit Cards have TAP functionality built in even if you are unaware of it.

TAP enabled cards generally feature this symbol:


Additional Methods of Payment

We request that you pay through the method below only as a last resort:

  • Debit or Credit Card (Visa or MasterCard) chip

As of December 27 at 12:00PM, we cannot allow customers inside our store to pay due to the Ontario-wide lockdown.

Reduction in Staff and Hours

With the changes to our operation comes a reduction in our staff. As a result, we have also reduced our hours of operation. We are open the following days and hours:

For the holidays, we will be closing early on December 31 at 4:00PM and closed for New Year’s Day, January 1.

Monday
9:00AM – 5:00PM
Tuesday
9:00AM – 5:00PM
Wednesday
9:00AM – 5:00PM
Thursday *
9:00AM – 8:00PM
Friday
9:00AM – 5:00PM
Saturday
9:00AM – 5:00PM
Sunday
12:00PM – 5:00PM

* For any customers who cannot access our store before 5PM, we are open late on Thursday.


DELIVERY TEMPORARY MEASURES

We Are Still Delivering

We continue to offer delivery for all products. Please call to schedule a delivery: (519) 893-3743

Delivery Days and Times

Same day delivery is available any day we are open. Deliveries occur after 5:00PM except Thursdays where deliveries occur at 12:00PM. Any delivery orders received after 12:00PM on Thursdays will be delivered the following day.

Occasionally, we may have an opportunity to deliver earlier in the day. If this happens, we will contact you ahead of time to ensure you can receive the delivery.

Unfortunately, we cannot deliver at a specific time of day.

Bad Weather

We cannot guarantee same day delivery during bad weather. We will try our best to get your order to you, but if weather conditions are poor, we may have to push your delivery to the next available delivery day.

You will be notified if your delivery is postponed due to bad weather.

Please keep this in mind when ordering pet food to ensure your pet has enough food to last until your delivery arrives.

FREE Delivery on any Food and Litter Orders

To ensure all our customers still have access to food and litter, all orders that include food or litter will receive FREE delivery within Kitchener, Waterloo and Breslau.

Please contact us if you live outside the FREE delivery area as we may still be able to accomodate your needs.

FREE Delivery on Purchases Over $25 (before tax)

All purchases over $25 (before tax) continue to receive FREE delivery within Kitchener, Waterloo and Breslau.

Please contact us if you live outside the FREE delivery area as we may still be able to accomodate your needs.

Physical Distancing

Delivery to Houses

We will drop the product at your door or another requested location OUTSIDE the building. We will not enter your home nor interact with you directly. Once the item has been delivered, it will be your responsibility to bring it inside. At your request, we can call ahead to inform you that your delivery in on route. Once a delivery has been made, we are not responsible for lost or stolen products.

Delivery to Apartments

We will drop the product at your apartment building’s front door or another requested location OUTSIDE the building. We will not enter the apartment building, including the foyer, nor will we interact with you directly. We will call ahead to ensure you are home and ask that you wait for us at the front door. If no response is received to our call, no delivery will be made and we will contact you to reschedule.

Delivery Payment

For deliveries scheduled over the phone, we can accept accept Credit Card (Visa or MasterCard) or cash paid upon delivery.

If you would like to pay with a Debit card or by TAP / Apple Pay, you can come to our retail location to pay in person. Unfortunately, we cannot process Visa Debit cards over the phone.


OUR STOCK AND SUPPLY

There have been no interruptions from our suppliers and we are still receiving food and other products almost daily.

Additionally, we continue to take custom orders for food and other products. If you need something that we don’t normally stock or you’re having trouble finding elsewhere, consider calling us for a custom order: (519) 893-3743


TEMPORARY MEASURES UPDATES

All updates will be posted and cataloged here. We look forward to helping you and your furry loved ones. This page may change without notice.

Please take care.

Last Updated: December 29, 2020