Shipping policy

Shipping Policy

Shipping Policy

At Petastra, we know you’re excited for your pet’s new favourites to arrive. Here’s what to expect when placing an order.

Shipping Locations

We currently accept orders for delivery within Canada only.

Order Processing

Orders are usually processed within 10–12 business days, excluding weekends and public holidays. Processing includes preparing your order before it is dispatched.

Processing time is separate from delivery time. If we anticipate a significant processing delay, we’ll contact you using the details provided at checkout.

Shipping Rates and Delivery Estimates

Shipping charges are displayed at checkout before you complete your purchase.

For Canadian deliveries:

  • Order processing: 10–12 business days.

  • Estimated delivery after dispatch: 12–15 business days.

  • Estimated total time from placing your order to delivery: 22–27 business days.

These timeframes are estimates, not guaranteed delivery dates. Carrier disruptions, holidays, severe weather, and customs clearance, where applicable, may cause delays.

Order Tracking

Once your order is dispatched, we’ll send a shipping confirmation to the email address provided at checkout.

If tracking is available, your confirmation will include tracking details. Tracking updates may not appear immediately after dispatch.

Shipping Address Changes

Please check your shipping address carefully before placing your order.

If you notice an error, email petastra92@gmail.com promptly with your order number and the correct address.

We’ll do our best to update your details, but changes may not be possible once your order has been processed or dispatched.

Delayed or Missing Deliveries

If your order has passed its estimated delivery timeframe, appears lost, or is marked as delivered but has not arrived, contact petastra92@gmail.com with your order number.

For packages marked as delivered, please also check around your delivery location and with household members or building reception.

We’ll investigate with the carrier or fulfillment provider and work with you to resolve the issue. Any applicable replacement or refund will be handled in accordance with our Return and Refund Policy and your rights under applicable law.

Damaged or Incorrect Items

If your order arrives damaged or contains an incorrect item, please contact petastra92@gmail.com as soon as reasonably possible.

Include your order number, a description of the issue, and, if possible, photos of the item and packaging. Keep the packaging while we investigate.

We’ll review the issue and arrange an appropriate resolution.

Returns and Refunds

Please refer to our Return and Refund Policy for information about return eligibility, instructions, and refunds.

Nothing in this Shipping Policy limits your rights under applicable consumer protection laws.

Contact Us

For shipping questions, email petastra92@gmail.com.

Please include your order number if your question relates to an existing purchase.