Returns & Shipping Policy

The following terms and conditions of sale are provided to provide our customers with a clear understanding of our payment, delivery, and return policies.

All concerns or questions regarding any element of this policy can be directed to our Customer Care Team at 905-957-2717 or by emailing info@bigcountrypetco.ca

Delivery Day

Our regular delivery schedule has not changed.  If you are a regular customer and notice that your delivery day is different, please note that our order desk may manually adjust the order day and date to the regularly scheduled day upon processing. Here you can view a map of our entire delivery area to confirm your delivery date.  Your patience is appreciated.

Satisfaction Guarantee & Order Returns for Online Orders

Big Country Pet Co. promises 100% Satisfaction Guarantee on all of our products purchased through our online store. We proudly offer you a risk-free transaction. We ask that you complete and submit our Credit Request Form 

Once a return is received and approved, we will provide a full refund to the credit card on file.
If the order was paid via e-transfer, cash, debit, or at our front store we will provide store credit only.

*Products must be less than 50% consumed to be eligible for return

Order Returns for In-Store Purchases

Products purchased through a Big Country Pet Co. re-seller should be made at the store or location where the item was purchased, and are subject to the return policy of the establishment where the products were purchased.

Credit Cards

We accept the following credit cards: Visa and MasterCard. Big Country Pet Co does not impose a surcharge for credit card purchases. Please be sure to provide your exact billing address and telephone number (i.e. the address, postal code and phone number your credit card bank has on file for you). Incorrect information may result in a credit card decline or payment gateway error. Your credit card will be billed upon the placement of your order.  Transactions will be processed in the currency of the country designated by the delivery address.

Add-On Orders

Our order deadline is approximately 48 hours before the time of delivery. If an add-on order is received past the ordering deadline, we will try to fulfil this request however we cannot guarantee that it will be shipped with your order.   Add-on orders may also be subject to additional shipping fees.  Please contact our Customer Care Team if you have placed an add-on order to verify delivery date. 

Out of Stock Items & Backorders

We do our best to ensure our online store inventory is accurate. If an item is out of stock, you will only be charged for products received in a given shipment, plus any applicable shipping charges. We do not accept backorders.

Acceptance of Order

Your receipt of an electronic or other form of order confirmation does not indicate our acceptance of your order, nor does it constitute confirmation of our offer to sell. Big Country Pet Co Ltd. reserves the right at any time after receipt of your order to accept or decline your order for any reason or to supply less than the quantity you ordered of any item.

Cancellation of Order

You may cancel your order at any time by making an email request to our Customer Care Team. Please have your order details including invoice number, and order total dollar value ready for verification purposes.

Order Errors & Breakages

If there is an error on your order please let us know within 24 hours of receiving your order and we will remedy the problem. 
We ask that you complete and submit our Credit Request Form 
Once the above information is received, an account credit will be issued which you can apply to a future order.

Shipping Date & Time

Our online store will assign the next available shipping date to your order based on your shipping postal code. We cannot guarantee our delivery times as our delivery routes are subject to weather, traffic, and occasional unforeseen delays.

Changing Your Delivery Date

If you would like your order to ship on another available date to your area, please notify our Customer Care Team. Please have your order details including invoice number, delivery address, order total dollar value, and updated requested delivery date ready for verification purposes. Requested changes to your delivery date are not guaranteed unless you have received confirmation of your request by our Customer Care Team.

Orders Left Unattended

Big Country Pet Co. strongly encourages our customers to have staff available to accept delivery of their Big Country Pet Co. orders. If no one is available to accept delivery of the order, our delivery driver will leave the order by the respective freezer. You may be responsible for any applicable delivery fees if we are required to make a second delivery attempt. Please note: We are not responsible for orders left unattended that are damaged, destroyed, or stolen.

 

Trademark and Copyright

Unless otherwise specified, all materials appearing on this site, including the text, site design, logos, graphics, icons, and images, as well as the selection, assembly and arrangement thereof, are the sole property of Big Country Pet Co Ltd., Copyright © 2024, ALL RIGHTS RESERVED.  You may use the content of this site only for the purpose of shopping on this site or placing an order on this site and for no other purpose. No materials from this site may be copied, reproduced, modified, republished, uploaded, posted, transmitted, or distributed in any form or by any means without our prior written permission. All rights not expressly granted herein are reserved. Any unauthorized use of the materials appearing on this site may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties.

Other Conditions

We reserve the right to make changes to this site and these conditions at any time.