Shipping policy
Thank you for shopping with FAM Pets. We work hard to process, pack, and ship your order as quickly and safely as possible.
Shipping Locations
FAM Pets currently ships within Canada and the United States.
At this time, we do not ship to other international locations.
Order Processing Time
Orders are typically processed within 1 to 2 business days.
Orders placed after 1 PM PST on Fridays, or during weekends or holidays, will usually be processed on the next business day.
During busy periods, product launches, promotions, holidays, or carrier delays, processing times may be slightly longer.
Shipping Rates and Delivery Times
Standard Shipping
We offer free standard shipping on orders over $43.
For orders under $43, shipping rates will be calculated at checkout or charged at the flat rate shown during checkout.
Estimated delivery times:
Canada: 3 to 7 business days
United States: 3 to 7 business days
Delivery times are estimates only and are not guaranteed.
Express Shipping
Express shipping may be available at checkout for an additional fee.
Estimated delivery times:
Canada: 1 to 3 business days
United States: 1 to 3 business days
Express delivery times are also estimates and may vary depending on the carrier, destination, weather, holidays, customs processing, or other delays outside our control.
Tracking Information
All orders include tracking information.
Once your order ships, you will receive a shipping confirmation email with your tracking details. Please allow time for the carrier to update tracking after your order has been picked up.
Taxes, Duties, and Fees
For Canadian orders, applicable sales taxes are calculated at checkout based on your shipping location.
For U.S. orders, applicable taxes, duties, import fees, customs charges, or carrier fees, if any, may be calculated at checkout or charged by the carrier or customs authority.
FAM Pets is not responsible for customs delays, import fees, duties, carrier charges, or taxes that are not collected at checkout.
Shipping Address
Please make sure your shipping address is complete and accurate before placing your order.
FAM Pets is not responsible for orders shipped to an incorrect, incomplete, or undeliverable address provided by the customer.
If you notice an error after placing your order, please contact us as soon as possible at happy@fam-pets.com. We will do our best to help, but we cannot guarantee changes once an order has been processed or shipped.
Failed Delivery or Returned Packages
If a package is returned to FAM Pets because of an incorrect address, failed delivery attempt, refusal, or failure to pick up the package, we may contact you to arrange reshipment.
Additional shipping fees may apply.
Original shipping fees are non-refundable unless the issue was caused by FAM Pets or unless required by law.
Shipping Delays
We do our best to ship every order on time. However, delays may happen due to weather, carrier delays, holidays, postal disruptions, customs processing, incorrect address information, high shipping volume, or other events outside our control.
Once an order has been handed to the carrier, delivery timing is the responsibility of the carrier.
FAM Pets is not liable for carrier delays, missed delivery dates, or delays caused by events outside our control.
Lost or Damaged Packages
If your package appears to be lost or arrives damaged, please contact us at happy@fam-pets.com within 7 days of the expected delivery date or delivery confirmation.
Please include:
Your order number
A brief description of the issue
Photos of any damage, if applicable
We will review the issue and work with the shipping carrier to help resolve it as quickly as possible.
FAM Pets may offer a replacement, refund, store credit, or other solution at our discretion, depending on the situation.
Missing Items or Incorrect Orders
If your order is missing an item or you received the wrong product, please contact us at happy@fam-pets.com within 7 days of delivery.
Please include your order number and a photo of the items received. We will review the issue and help make it right.
90-Day Money-Back Guarantee
Your order is also covered by our 90-day money-back guarantee.
If you and your pet do not love FAM Pets, contact us and we will make it right.
For full details, please see our Return and Refund Policy.
Contact Us
For shipping questions, please contact us at:
FAM Pets
Email: happy@fam-pets.com
Address: 160 - 12417 Number 2 Road, Richmond, BC V7E 6H7, Canada
Thank you for choosing FAM Pets. We appreciate your support and are excited to help your pet enjoy fresher supplements.