Shipping Policy
MINIMUM ORDER
$80
SHIPPING COST
Free
DISPATCH
1-2 Business Days
DELIVERY
2-5 Business Days
Rates and Time frames
Standard ground service — business days exclude weekends and statutory holidays
| Destination | Order value | Cost | Estimated delivery |
|---|---|---|---|
| All Canadian provinces and territories | $80 and above | Free | 2–5 business days |
| Any destination | Under $80 | Order cannot be completed | — |
Why the $80 minimum
Pet food is heavy. An $80 basket is the point at which we can absorb freight in full rather than pass a surcharge to you, so the price you see in the cart is the price you pay — no shipping line, no handling fee, no fuel surcharge.
How Your Order Moves
| Stage | What happens | Timing |
|---|---|---|
| 1. Confirmed | You receive an order confirmation email with your order number and a full itemised summary. | Immediately |
| 2. Picked and packed | Our team pulls your items, checks lot codes and best-before dates, and packs frozen or fragile goods separately. | Within 1–2 business days |
| 3. Dispatched | You receive a second email with the carrier name and tracking number the moment the label is created. | Day of dispatch |
| 4. In transit | Track at any time from Order Tracking or your account. | 2–5 business days |
| 5. Delivered | Left at your door unless the carrier requires a signature. Photo confirmation is provided where the carrier supports it. | — |
Frozen, Raw and Temperature-Sensitive Items
Raw and gently cooked frozen lines ship in insulated liners with dry ice or gel packs, on an expedited service, and only on days that avoid a weekend in transit. Frozen items may arrive in a separate parcel from ambient goods in the same order — this is normal and does not mean anything is missing.
- Partial thaw in transit is expected and safe provided the product is still cold to the touch on arrival; refreeze immediately.
- If a frozen item arrives at room temperature, do not feed it. Photograph the parcel and contents and email us the same day for a full replacement or refund.
Addresses, Changes and Failed Deliveries
- Address changes are possible until the order is dispatched — call +1 782 802 6635 or email us with your order number.
- Incorrect addresses that cause a return to sender are reshipped once the parcel reaches us; the reship is free, but the round trip adds 5–10 business days.
- PO boxes are accepted for ambient goods only; frozen lines require a street address.
- Missing parcels marked delivered: check with neighbours and household members, then contact us within 7 days and we will open a carrier claim and reship or refund.
Damaged or Incorrect Deliveries
Inspect your order on arrival. 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 within 7 days of delivery. We replace or refund in full, and you do not need to return a damaged consumable.
track your order Refunds & Returns
Contact Us
Shuttlemutt Pet Food
259 E Georgia St, Vancouver, BC V6A 4J7, Canada
Phone: +1 782 802 6635
Email: info@shuttlemuttpetfood.ca
Operating Hours
Monday – Friday: 9:00 AM – 5:00 PM
Saturday – Sunday: 11:00 AM – 4:00 PM