Frequently Asked Questions

We love hearing from pet parents! If you don't find your answer below, feel free to reach out to us at support@jeldapets.com or call +1 825 779 2625. We're happy to help.

Shipping & Delivery

How long will it take for my order to arrive? We process all orders within 1–2 business days. Once shipped, standard delivery takes 5–7 business days, while expedited shipping arrives in 2–3 business days. Overnight options are also available. Please note that delivery times begin from the date of shipment, not the date you place your order.

Do you ship across Canada and the United States? Yes! We ship to all Canadian provinces and territories, all 50 U.S. states, and select U.S. territories including Puerto Rico, Guam, and the U.S. Virgin Islands. Please note we do not currently ship to PO Boxes or APO/FPO military addresses.

How much does shipping cost? Shipping costs are calculated based on your order weight, package dimensions, and delivery address. You'll see the exact cost before completing your purchase at checkout — no surprises!

How do I track my order? Once your order ships, you'll receive a confirmation email with a tracking number. You can use this to follow your package directly on the carrier's website. If you haven't received a shipping confirmation within 3 business days of your order, please contact us and we'll look into it right away.

Which carriers do you use? We work with trusted carriers including UPS, FedEx, USPS, and DHL (for select Canadian shipments). The carrier is chosen based on your order size, destination, and availability.

My tracking hasn't updated in several days. What should I do? Occasionally, tracking updates can be delayed during busy periods or due to factors outside our control. If your tracking hasn't moved in more than 5 business days, please reach out to us at support@jeldapets.com and we'll investigate with the carrier on your behalf.

Returns & Refunds

What is your return policy? We want you and your furry family member to be completely happy with your purchase. If something isn't right, please contact us within 30 days of receiving your order and we'll do our best to make it right.

How do I start a return? Simply email us at support@jeldapets.com with your order number and a brief description of the issue. We'll guide you through the next steps. Please do not send items back without contacting us first.

Do I have to pay for return shipping? If the return is due to our error (wrong item sent, defective product, etc.), we'll cover the return shipping cost. For change-of-mind returns, the customer is responsible for return shipping fees.

When will I receive my refund? Once we receive and inspect your returned item, we'll process your refund within 5–7 business days. Refunds are issued to your original payment method. Please note that original shipping charges are non-refundable unless the return is due to our error.

What if my package arrived damaged? We're so sorry to hear that! Please contact us at support@jeldapets.com within 7 days of delivery with a photo of the damage. We'll work quickly to send a replacement or issue a refund.

Orders & Payments

What payment methods do you accept? We accept all major credit and debit cards, as well as any payment options available at checkout (including digital wallets where supported). All transactions are processed securely.

Can I change or cancel my order after placing it? We start processing orders quickly, but if you need to make a change, please contact us as soon as possible at support@jeldapets.com or call +1 825 779 2625. We'll do our best to accommodate your request before the order ships.

I didn't receive an order confirmation email. What should I do? Please check your spam or junk folder first. If it's not there, it's possible a typo was made in the email address at checkout. Contact us with your name and order details and we'll resend your confirmation right away.

Is it safe to enter my payment details on your website? Absolutely. Our store uses industry-standard SSL encryption and secure checkout to protect your personal and payment information. You can shop with confidence at Jelda Pets.

Do you charge taxes? Applicable taxes are calculated at checkout based on your delivery address and local tax regulations. The final amount (including taxes) will be clearly displayed before you confirm your order.

Products

Are your products safe for my pet? We carefully select every product in our store with your pet's wellbeing in mind. That said, we always recommend reading the product description and label fully before use, and consulting your veterinarian if you have specific concerns about your pet's health or needs.

Do you sell food and treats? We carry a selection of pet nutrition products. For live, fresh, or perishable items, please check the product page for any special shipping or storage notes, as these may have specific handling requirements.

Do your products come with warranties or guarantees? Product warranties vary by item and manufacturer. Where applicable, warranty information will be listed on the product page. For any product quality concerns, please contact us and we'll do our best to help.

Where do your products ship from? We work with trusted suppliers and fulfilment partners to get your pet's essentials to you efficiently. Depending on the product, orders may ship from different fulfilment centres. This is how we're able to offer such a wide range of products across Canada and the United States!

A product I love is out of stock. Will it come back? We add new arrivals weekly and restock popular items regularly. If something is out of stock, check back soon or sign up for our newsletter to be the first to know when it's available again.