Shipping and Delivery Info / Return Policy

Shipping Rates and Minimums

Greater Vancouver Area

Under $100

Over $100

Frozen Raw Food order minimum for Free Delivery

Large Items / Bowser’s Pet Beds

Vancouver

$15

Free

$125

$15

Vancouver - Same Day (12pm cutoff)

$15

$15

 

$15

Burnaby

$15

Free

$200

$15

Richmond

$15

Free

$250

$15

North / West Vancouver
excludes postal codes V7W

$15

Free

$300

$15

New West

$20

Free

$300

$15

Delta, Surrey, South Surrey

$20

Free

N/A

$15

BC outside Vancouver

Under $150

Over $150

Large Items / Bowser’s Pet Beds

1-15lb

$15

Free

$15

15-35lb

$30

$30

$15

35lb +

$50

$50

$15

Canada

Under $200

Over $200

Large Items / Bowser’s Pet Beds

0-20lb

Shipping calculated at checkout 

Free

 

$15

20lb +

Shipping calculated at checkout

Shipping calculated at checkout

$15

 

International - shipping calculated at checkout

 

Local Delivery

Delivery Area

Novex courier deliveries will be available in Vancouver, Burnaby, Richmond, West Vancouver, North Vancouver, New West, Delta, and Surrey.

Minimum Order

Orders over $100 qualify for free Local Delivery. Under $100 there is a flat fee of $15-$20 depending on your location. Deliveries of orders containing raw or frozen items have a higher minimum; see the table above.

Raw Food

Products needing to be refrigerated will be packaged up with ice packs, you must be home or have a safe drop when your order arrives.

Frozen products can only be delivered in Vancouver proper.

Packaging for frozen items can be returned in store and we will gladly reuse them.

Delivery Schedule

Novex deliveries will arrive within 1-3 business days, between 9am-5pm. The cutoff for placing an order is 4pm the day prior.

Please note during the holidays there may be a delay of 2 business days due to extremely high volume.

Delivery Policies

Your Novex courier will try to make sure you are home before leaving products. If the location seems reasonably safe we will leave the products at your door. For those in apartments or condos, we will use your buzzer and if there is no response after two attempts over 5 minutes Novex will bring the product back to our store, then we will contact you for alternative delivery or pick up methods; there will be a $10 fee incurred.

Tracking Novex Deliveries

Novex now has a free App you can use to track your deliveries. You do not need an account with them to use it. 


Canada-Wide Shipping

For deliveries outside our "Local" boundaries, we ship all shelf-stable orders through Canada Post. We are not able to deliver any frozen raw items outside these boundaries. 

Return Policy

Returns are accepted in store or by mail within 120 days of purchase.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

No returns on raw food, special orders, supplements* or sale items.

Clients are responsible for the cost of mailing the return. Refund of the product cost will be issued upon the product's arrival. Shipping fees are not eligible for refund.

To complete your return, we require a receipt or proof of purchase. Refunds must go onto the same card with which they were purchased, otherwise store credit can be given. 

If you purchased an item online and aren't able to bring it back in person, you can mail the item back to our store (address below) and include a paper with your order number on it. We will send you a notification when we have received the item and if it is in good condition will send the refund through.

Please do not send your purchase back to the manufacturer unless instructed based on a warranty issue.

*some supplements have a satisfaction guarantee, contact us for more details

Exchanges

As long as the item qualifies for our refund policy (see above), we will gladly accept the product back and send out the replacement. Customers are responsible for shipping the product back to us, and we will cover the cost of shipping the new product to you.

We will wait until the product has returned to us to confirm it is in good condition before sending out the replacement.

Return Address:

701 Kingsway, Unit 27
Vancouver, BC
V5T 3K6