Frequently Asked Questions
Here are a few of the questions we get the most. If you don't see what's on your mind, reach out to us anytime on phone, chat, or email.
Got questions?
Chewy, who?
Chewy is the place to be for everything pets. After launching in the US in 2011, we’ve been wowing pet lovers with our fast 1-2 day deliveries, 365 day hassle-free returns, caring 24/7 customer support, helpful pet experts and competitive prices on high quality products.
Whether you’re looking for food delivery, local brands, wellness products, toys or anything else that your pet’s heart desires, we’ve got you covered.
Click here to find out more about our story.
Where does Chewy deliver to in Canada?
Chewy is shipping orders to Southern Ontario, including the Toronto, Hamilton, Niagara, and Ottawa areas (postal codes starting with L,M,N, and K). You can check out our homepage to see if we currently deliver to your doorstep. If not, you can then enter your email to be notified the day we arrive in your neighbourhood.
You can also follow us @chewy_canada on Instagram and Facebook for all of our exciting Canadian updates.
When can I contact Customer Service?
24 hours a day, 7 days a week. Our dedicated customer service team is available any day, any time, so you can always count on us. And forget automated voices: an actual person will always pick up the phone. No matter the issue, we’ll fix it–fast.
Whether you need help with an order, have a handful of questions–or need some new toy ideas to replace the ones that seem to have disappeared–our live pet experts are just a quick click or phone call away, ready with top industry advice and guidance.
Call our dedicated Canadian Helpline: 1-844-422-4399
Email our dedicated Canadian Service team: service-ca@chewy.com
To start a chat to connect with an Agent supporting the Canadian website, click here.
Does Chewy sell Canadian brands?
Yes, we do. In fact, we offer a wide variety of high quality products–treats, food, toys, beds, etc.–from Canadian brands (headquartered and/or made in Canada). They can easily be found thanks to a special icon badge–and are also all available in our Canadian Shop page, so you can find all of your favourite local brands, all in one place.
Shop all of your favourite Canadian brands here.
Shipping
What is the status of my order?
To check the status of your order, go to Orders. Here’s what you will see:
Preparing for Shipment: This means we’re currently processing and packing the goodies for your pet. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information.
Shipped: Your order has left our warehouse. Within 24 hours you will also see a link to track your package.
Delivered: Your order has arrived! Orders are delivered 6 days a week (depending on local carrier routes) before 10 p.m.
How do I cancel or change my order?
If your order hasn't shipped yet, you can cancel it from your account. Go to Orders, click on the order you want to cancel, and click the "Cancel This Order" link. If you need help cancelling your order, please contact us. We will resolve your issue as quickly as possible so that your experience is simple and worry-free. If we have already processed your order, we may not be able to cancel it. In that case, we will issue you a refund. We accept returns within 365 days of purchase.
How long does it take to get my order?
Most customers can expect to receive their food and supplies within 1 – 2 days if shipping to Southern Ontario (including Toronto, Hamilton, Niagara and Ottawa areas or postal codes starting with L,M,N, and K). Chewy does not ship outside of Southern Ontario at this time. If you order by 6.30 p.m. ET Monday – Friday, you’ll likely receive your order next day. For weekend, order by 4.30p.m. ET Sunday, to receive your order on Monday, in most cases.
Tracking will be provided by email once your order ships.
How much is shipping?
Orders over CA $35 ship free! All other orders ship for a flat rate of CA $4.95.
Who will be delivering my order?
We ship via FedEx to provide you with the fastest and most reliable service available.
Do I need to be there to sign for it?
Nope! If you're not home, the driver will leave your package at the door, inside your mailbox, or with your doorman.
Where will my package ship from?
Your favourite products will ship from our local fulfillment center in Toronto, Ontario. We ship locally to ensure your package is delivered in 1-2 days.
What happens if my package gets lost?
All items purchased from Chewy.com/ca are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.
Do you ship to P.O. boxes?
No – at this time we are unable to ship to P.O. boxes.
When will Chewy ship to my area?
Will Victoria Day impact the delivery date of my order?
- Orders placed after 6pm ET on Friday, May 17th through 6pm ET Sunday, May 19th have an earliest delivery date of Tuesday, May 21st.
- All orders placed between Sunday, 4 pm ET until Monday May 19th, 4 pm ET have an earliest delivery date of Wednesday, May 22nd.
- Orders placed after 4 pm ET Monday May 19th will be delivered in 1-2 days.
Payments
How do I make a purchase?
To place an order, make sure you are logged in to your Chewy account or create a new account.
Next, search for the items you would like to order. Use the search bar at the top of the page to search for products. Or click “Shop by Pet” to browse various categories. Click on a product to see more details. To add the product to your cart, click on the orange button that says, “Add to Cart.” After you add something to your cart, you can keep shopping or check out. To check out, click on the orange button that says, “Proceed to Checkout.” While you’re shopping, you can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout. On the Checkout page, add or select your shipping address and add your select your payment method. Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When ready, click the orange button that says, “Place Order.” We’ll send you an email confirming your order.
At this time, we can ship within Southern Ontario, including Toronto, Hamilton, Niagara, Ottawa, Sudbury, and North Bay areas.(postal codes starting with L,M,N, and K).
When will my payment method be charged?
Your payment method will be charged automatically on the date the order is shipped. As soon as you place your order, you may see a pending charge for the total amount of the order. The pending charge will disappear 24 to 48 hours after your order ships. There's no need to call or update anything online.
Why are there multiple charges on my card for a single order?
When you place an order, Chewy contacts the bank that issued your card to confirm your account and reserve funds for your purchase. You’ll see a pending charge, also called an authorization charge, in your bank or credit card account. We only charge your payment method when your items ship.
Your bank will reserve the funds in your account until your items ship or the authorization expires. Depending on your bank’s policy, you may see an authorization charge even for a cancelled order. If your items don’t ship, the authorization charge will expire. Some banks may take up to 30 days to remove authorization charges from your account. We charge your payment method as your items ship. If your items have shipped in more than one box, you may see multiple charges on your payment method:
- One authorization charge for the grand total of your order
- Separate, final charges for each shipped box
Rest assured; you’ll only be charged for shipped items.
How do I add a payment method?
To pay with a credit or debit card, go to Payment Methods and click the blue hyperlink that says, “Add a New Credit or Debit Card.” Fill in the required information exactly as it appears on the card and click the button that says, “Save Payment Method.”
To pay with PayPal, click “Add Your PayPal Account” and you'll be asked to sign in to your PayPal account. After you sign in, you'll be taken back to Chewy.com/ca.
You can also add or change any payment methods we accept at Checkout.
Why is my credit card not working?
If you’re having trouble with your credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and credit card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card. If you’re using an American Express Card, use the four-digit ROI number from the front of the card. Cards with US-based billing addresses cannot be accepted.
What information do I need to check out?
Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!
What forms of payment do you accept?
We accept Visa, MasterCard, American Express and PayPal.
Promotions
I received a promotion code. How do I apply it?
Applying a promotion code is simple! At Checkout, simply type the code into the box that says “Promo Code.” Then, click the button that says “Apply.” All promotion codes can only be used once. Check Chewy’s terms and conditions found on the email or mailer you received. If you have an issue with a promotional code you received, chat Customer Service, email service-ca@chewy.com, or call 1-844-422-4399
Do you accept manufacturer coupons?
Yes, we accept manufacturer coupons. Please place your order, then send your coupons to 22 Adelaide Street West, Suite 3400, Toronto, Ontario, Canada, M5H 4E3. Please include your order number and the product you purchased in your message. We cannot accept expired, copied, scanned, emailed, competitor, or rebate coupons.
Do you offer senior citizen or military discounts?
We do not offer any additional discounts for veterans or senior citizens.
What do strikethrough prices mean?
You may see strikethrough prices like this while shopping for your pet:
Was Price: CA $14.99 List Price: CA $14.99
Was Price: This price is determined by using either a Time Test which is a price at which a product was sold for at least 50% of the time or the Volume Test which is a price of a product at which at least 50% of the units were sold.
List Price: This is Manufacturer’s Suggested Retail Price (MSRP) of an item from a manufacturer or supplier.
Returns
How do I request a return or replacement?
Our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can return them within 365 days of purchase. If you would like to request a return or replacement, please contact our dedicated agents supporting Chewy Canada: chat, email (service-ca@chewy.com), or call us (1-844-422-4399 ) with your order number. You will not be charged shipping on returned items. Refunds and replacements are issued as products are received into the Chewy fulfillment centre or at the discretion of the Customer Service Team. If the entire order is returned, you will be refunded any shipping charges. All charges will be refunded to the original payment method used for the order. Chewy https://chewy.com/ca does not take title to returned items until the item arrives at our fulfillment centre. At our discretion, a refund may be issued without requiring a return. In this situation, Chewy does not take title to the refunded item.
What is the status of my refund?
Depending on your banking institution, your refund will be credited back to your original payment method(s) in 3 to 5 business days.
Autoship
What is Autoship?
Autoship lets you schedule regular deliveries of your pet supplies, so you never run out of pet food or other essentials like potty pads and treats ever again.
What are the benefits of Autoship?
After your first Autoship discount (25% off up to CA $15.00), you’ll save an extra 5% on select brands for all future Autoship orders, unless under special limited time promotion where discounts could be greater.
How do I set up an Autoship so I can receive a recurring delivery?
Just add your favourite items to your cart, proceed to checkout, select "Yes" to Autoship at checkout, and set your schedule.
How will I know my Autoship is on its way?
We’ll send you a reminder email 3 days before your next scheduled order. You can change your order before it starts processing. We’ll send you another email when your order ships.
How can I change my payment method?
For a single Autoship: Go to Manage Autoship and click your current payment method to see all available payment methods or add a new one. For multiple Autoships: Go to your Payment Methods, edit your existing payment method or add a new one, and check the "Update your active Autoships to use this payment method" checkbox.
How can I change my shipping address?
Go to Manage Autoship, choose your Autoship with the address you want to update and click your current address to see all available addresses or add a new one.
How can I add or remove items in my Autoship?
To add items: go to the product page of the item you would like to add and click the "Add to Autoship" or "Ship once with next Autoship" button. If you have multiple Autoship orders, you'll be asked to select which one you're adding to! To remove items: go to Manage Autoship and select your Autoship order. For the item you wish to remove, click on "Remove" and confirm you'd like to remove it from your Autoship order.
When will my payment method be charged?
Your payment method will be charged automatically on the date your Autoship order is shipped. We prepare your order 48 hours before your next scheduled order date, and you may see a pending charge as soon as we start preparing your order. The pending charge will disappear 24 to 48 hours after your order has shipped. There's no need to call or update anything online.
How do I reschedule or delay my Autoship?
Go to Manage Autoship and click on the Autoship you would like to change. To delay your order, click on the white button that says, “Skip Shipment.” If you want to place your order early, click the orange button that says, “Order Now” and confirm your selection. To change how often your Autoship arrives, click the “Change” link in the Frequency section. Select your preferred frequency from the drop-down menu. Updating your frequency will not affect the date of your next order. The frequency of your Autoship orders will change after your next order date.
To change the date of your next order, click the “Change” link in the Next Order section and select your preferred order date. You can change your order date up to 48 hours before your next scheduled order.
How do I cancel my Autoship?
Go to Manage Autoship, select your Autoship, and click the "Cancel This Autoship" button at the bottom of the page. This will cancel all future shipments of your Autoship order. If you need help, please contact our Customer Service team dedicated to Canadian Customers.
Canadian Customer Phone number: 1-844-422-4399
Canadian Customer Email: service-ca@chewy.com
Why has the price of an item in my Autoship order changed?
When your next Autoship delivery is coming up, we’ll send you an email reminder that includes the most up-to-date process for the items in your order. Prices can fluctuate, as we stay competitive with other online retailers, however, the prices in each order will not increase from what is detailed in the email reminder.
Is there a membership fee?
There's no membership fee, and you can cancel at any time.
Support
How do I contact customer service?
You can reach our dedicated customer service team supporting Chewy in Canada toll-free anytime, day or night – we're available 24/7. You can call, chat, or email and we'll get right back to you with a response.
Canadian Phone number: 1-844-422-4399
Canadian Email: service-ca@chewy.com
Start a chat in Canada
What are your customer service hours?
We're available all day every day, 24/7, 365 days a year.
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Is there a minimum purchase amount for my order?
No, there is no minimum purchase required. However, free shipping is available on orders over over CA $35.00.
Do you charge sales tax?
Yes, Chewy will charge value-added tax to all taxable products and services per Canadian law. Some exemptions from tax may apply to specific products, services, or types of customers.
I have more questions about how Chewy supports pets. Who can I get in touch with?
Please feel free to reach out to Rescue@chewy.com if you have any further questions.
Do you work with shelters, rescues, and other pet-related organizations?
Our Chewy Gives Back program was founded in 2012 with the mission of making the world a better place for pets, our partners who care for them, and the communities that serve them. We provide support for shelters, rescues, and other qualified animal-centric non-profit organizations across North America.
What's your Privacy Policy?
Your privacy is very important to us. Read our Privacy Policy for more details. Here, you will also be able to enact your rights to have access or delete your personal information or manage cookies.
Le site Web de Chewy sera-t-il disponible en français dans le futur?
Chewy does not have a French website.
Pour le moment, notre site Web n’est pas disponible en français.
What products are included in the Canada Shop and what products have the Canadian badge?
Chewy highlights Canadian brands in a few ways on Chewy.com/ca: Any products belonging to brands headquartered in Canada or products Made in Canada will receive a special badge and will be included in our Canadian Shop to make shopping for your favourite local brands fast and convenient.
How do I unsubscribe from direct mail I receive from Chewy?
Simply put a note on your mailbox stating that you do not wish to receive it. Place the note where your delivery agent can see it, or on the inside lip of your community mailbox, group mailbox or postal box. You will no longer receive unaddressed advertising mail, including flyers, menus, coupons, catalogues and offers delivered by Canada Post. You will continue to receive unaddressed items such as community newspapers, mailings from governments and band councils, materials related to elections, and addressed mail including advertising.
Canada Store and Canadian Badge
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How do I sign in using Google or Apple with my existing Chewy account?
If the email address of your existing Chewy account matches the email address on your social login account, you can just click one of the “Continue With Google” or “Continue With Apple” buttons on the Chewy Sign In page and then enter your Chewy password when prompted. If the email address of your existing Chewy account doesn’t match the email address on your social login account, you’ll need change to the email address on your Chewy account. To do this, sign in using your existing Chewy account and navigate to the Settings page under Account. Select Email and enter the email address used by your social login account.
Vendor Inquiries
Are you a current partner or vendor, or looking to become one, and have a question?
Whether you’re a new or existing vendor in Canada, it’s easy to connect with our friendly team members. Please submit your request using our one-stop Vendor Service Portal.
Common reasons to reach out include:
• Accounting Questions
• Electronic Data Interface (EDI) Questions
• Merchandising Questions
• New to Chewy Questions
• Supply Chain Questions
• Transportation Questions
• Vendor Compliance Questions (Chargeback, Claims, Mis-Shipment, etc)