Refund and Returns Policy

What we accept

We accept returns on both faulty and non-faulty items, provided the product is still in new condition — unopened in its original packaging, or never used.

All windows run from the date your order is delivered.

Reason for return	Window	Condition required	Return shipping	Outcome
Changed your mind	30 days	New — unopened, seals intact, original packaging	You pay	Full refund
Ordered the wrong item	30 days	New — unopened or unused, all parts present	You pay	Full refund
Item damaged in transit	30 days	Photo of the item and outer carton	We pay	Replacement or full refund
Item faulty or defective	30 days	Photo of the item and packaging	We pay	Replacement or full refund
Wrong item sent	30 days	Photo of what you received	We pay	Replacement or full refund

Frozen, raw and chilled products

Frozen, raw and refrigerated products cannot be returned. Once a cold-chain item has left our facility we cannot verify how it has been stored, and we never resell a returned perishable. This applies to frozen raw patties, nuggets, sliders and medallions, and to any product shipped chilled.

This does not affect your rights if a perishable arrives thawed, damaged or spoiled. Contact us within 24 hours of delivery with a photograph and we will replace it or refund it in full, at our cost. Do not send a spoiled perishable back — dispose of it once we have your photograph.

What we cannot accept

• Frozen, raw or refrigerated products, which cannot be returned once dispatched
• Any consumable that has been opened — food, treats, supplements and litter cannot be resold once a seal is broken
• Products where a manufacturer’s safety seal on a supplement has been broken
• Items damaged by misuse, improper storage or normal wear
• Anything requested more than 30 days after delivery

Why opened food cannot come back

We are not able to resell or restock a consumable once it has been opened, and we never resell a returned food item. If your animal will not eat something, contact us anyway — many manufacturers run their own satisfaction guarantees and we will help you claim.

Exchanges

We do not process exchanges. If you would like a different product, return the original under the terms above for a full refund and place a new order whenever suits you.

Who pays return shipping

You pay when the return is a change of mind, a duplicate order or an incorrect selection.

We pay when the item arrived damaged, is defective, was mis-picked or was mis-described. In those cases we send a prepaid label — do not post anything at your own expense before contacting us.

Outbound shipping is never deducted from a refund, because there was none to begin with.

No restocking fee is charged on any return.

How to start a return

Step	What you do	What we do
1	Email info@shuttlemuttpetfood.ca with your order number, the item, and a photo if it arrived damaged.	We reply within one business day with an RMA number.
2	Pack the item in its original packaging and write the RMA number on the outside.	We send the return address, and a prepaid label where the fault is ours.
3	Post the parcel back to the address we provide.	We inspect it on arrival.
4	Watch for your refund confirmation email.	We refund to the original payment method within 7 days of receiving your return.

Please contact us before posting anything back. Parcels that arrive without an RMA number cannot be matched to an order and may delay your refund.

Refunds

Refunds are issued to the original payment method used at checkout, within 7 days of your return reaching us. Your bank or card issuer may take a few additional days to post the funds to your statement.

Damaged or incorrect deliveries

Inspect your order when it arrives. If anything is crushed, split, leaking or simply not what you ordered, email a photo of the item and the outer carton to info@shuttlemuttpetfood.ca. We will replace or refund in full and cover return shipping. You do not need to send back a damaged consumable.

Cancellations

An order can be cancelled for a full refund at any time before it is dispatched — call +1 782 802 6635 during our operating hours (Monday – Friday, 9:00 AM – 5:00 PM; Saturday – Sunday, 11:00 AM – 4:00 PM) and we will stop it in the warehouse if we can. Once it has shipped, it falls under the return terms above.

Recalls

If a manufacturer recalls a product you bought from us, we will contact you directly using your order email. A recalled item can be returned for a full refund at any time, regardless of the 30-day window.

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Shipping & delivery Track an order

SHUTTLEMUTT PET FOOD
Business Number: 811533041
Phone Number: +1 782 802 6635
E-Mail:  info@shuttlemuttpetfood.ca
Address: 259 E Georgia St Vancouver, BC V6A 4J7, Canada
Our Operating Hours: Monday – Friday, 9:00 AM – 5:00 PM
Saturday – Sunday, 11:00AM – 4PM

Last updated 3 September 2026