Returns, Exchanges & Damaged Orders

At Destiny Pet, we want you and your pets to be happy with your order. This policy explains when a return, exchange, replacement or refund may be available for orders delivered in Canada.

7-Day Return Window

Eligible returns must be requested within 7 calendar days after the order is delivered. All returns or exchanges require approval from Destiny Pet before the item is sent back. Unauthorized returns may not be processed.

Eligible Unused Supplies

Unused, unopened pet supplies may be considered for a return within the 7-day window when they are in their original condition, packaging and tags, with all accessories and proof of purchase. The item must not show hair, fur, odour, wear, damage or signs of use.

We do not accept ordinary returns because an item was used and not liked, does not suit a pet, or is the wrong colour, size or style. Please contact us before returning an item so we can confirm eligibility and provide return instructions.

Items Not Eligible for Ordinary Returns

• Pet food, treats and cat litter once shipped;
• Opened, used or worn products;
• Products that have contacted a pet’s skin, fur or body;
• Gift cards, sale items, clearance items and final-sale items;
• Any item that is damaged, soiled, incomplete or missing its original packaging.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, contact us within 7 calendar days after delivery. Include your order number, a description of the issue, and clear photos of the product, shipping label and packaging. Keep the item and all packaging until we provide instructions.

After review, Destiny Pet may provide a replacement, refund or other appropriate resolution. When the issue is confirmed as a Destiny Pet, fulfilment or carrier-related error, we will provide return instructions and cover the applicable return shipping cost.

Canned Pet Food Packaging

Minor dents, pressure marks or small label variations can occur during manufacturing or shipping. A can that remains sealed, clean, not swollen and free of leakage may not qualify as damaged. Contact us within 7 days if a can is punctured, leaking, swollen, unsealed, contaminated, rusted in a way that affects the seal, or otherwise unusable.

Cat Litter Packaging

Minor loss of vacuum, loose packaging or pressure marks may occur during shipping. If the litter is dry, clean, uncontaminated and usable, the packaging condition alone may not qualify as a defect. Contact us within 7 days if the bag is punctured, wet, contaminated, seriously leaking, has a significant product loss, or is unusable.

Packages Returned Because of Customer Error

If a package is refused, returned because of an incorrect or incomplete address, not collected, or delivery arrangements are not completed by the customer, we may deduct the following from any eligible refund:

• a 15% restocking fee based on the merchandise value;
• the original shipping fee; and
• any return-to-sender or other carrier fee charged to Destiny Pet.

If you request that the order be shipped again, the new shipping cost must be paid before reshipment. These charges do not apply when the return resulted from a confirmed Destiny Pet or fulfilment error.

Refunds and Exchanges

Once an approved return is received and inspected, an approved refund is issued to the original payment method, less any applicable non-refundable shipping, restocking or carrier charges described above. Original shipping fees are not refundable for ordinary customer-requested returns.

For an exchange, we may ask you to return the original item first and place a new order after the return is approved. Product availability and price may change.

How to Contact Us

Before sending anything back, contact Destiny Pet with your order number, the reason for the request and any required photos. We will confirm whether the item qualifies and provide the next steps.

This policy does not limit any rights that cannot legally be excluded under applicable law.