Thank you for shopping at mxpet.ca. This page explains how we handle order issues, returns, refunds, and cancellations.
Pet food returns
Pet food, treats, and supplements are not eligible for returns or refunds due to a change of mind, including when unopened. If an order arrives damaged, defective, or incorrect, please contact us so we can review the issue and provide an appropriate resolution.
If there is a problem with your order
Please contact us promptly if your order arrives damaged, contains a defective item, or is incorrect. We will review the issue and arrange a replacement or refund as appropriate.
- Email info@mxpet.ca with your order number, a description of the issue, and photos if available.
- Our team will review your request and provide next steps. If a return is needed, we will issue a Return Merchandise Authorization (RMA) number and return instructions.
- Do not send an item back before contacting us. If we ask you to return it, follow the instructions provided and mark the RMA number on the package.
Return shipping
If we ask you to return an item due to our error or a defective product, we will advise you on the shipping arrangements. Use a trackable shipping service if you are instructed to mail an item back.
Refunds and replacements
After reviewing the issue and, if applicable, inspecting an item we asked you to return, we will notify you of our decision by email. If approved, a refund will be issued to your original payment method within 10 business days. Your bank or payment provider may take additional time to post it.
We may replace an item that arrives damaged, defective, or incorrect. Please contact us as soon as possible so we can review the issue and arrange a replacement or refund as appropriate.
Other non-returnable items
Healthcare products that have been opened or used are not eligible for change-of-mind returns or refunds. This does not affect our support for damaged, defective, or incorrect orders.
Order cancellations
Once an order is placed, cancellation requests are subject to approval. Approved cancellations may be subject to a restocking fee.
Contact and policy updates
If you have any questions or need assistance, please email info@mxpet.ca.
We reserve the right to modify or update this Return & Refund Policy at any time without prior notice.
Thank you for choosing mxpet.ca!
