Refund/shipping policy

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We process orders on Friday mornings and ship them the following Monday. In other words, payments received after midnight on Thursdays (Eastern timezone) will be prepared the following Friday and shipped Monday of the following week.

Last revision: July 19, 2021

1. Shipping fees

In Quebec :

  • 20 $ CDN shipping fees are charged for any order under 60 $ CDN*.
  • Shipping is free for any order over 60 $ CDN.

 

Elsewhere in Canada :

  • 30 $ CDN shipping fees are charged for any order under 80 $ CDN*.
  • Shipping is free for any order over 80 $ CDN.

*The prices mentioned above are the purchase prices paid after discount (if applicable) and before taxes.

 

2. Cancellation policy

If you wish to cancel your order, please contact our customer services as soon as possible by writing to us by clicking on the chatbox at the bottom-right of the page or by email.

Please give us your customer name, email address, invoice number and order total available to accelerate the process.

If your order is still in process, we will be able to cancel it. If it has already been processed and/or shipped, it won’t be possible to cancel it.

 

3. Breakage during transport

Vita Nutrition Animale’s products are rigorously tested before expedition and are covered by a guarantee against breakage that may occur during shipping. If your products are damaged during transportation (broken or unsealed jars), we will issue a reimbursement according to different conditions. In that case, please report any breakage within 72 hours from receiving your order.

If the label and the outside of the jar has been soiled by the spilled content of another broken jar, it’s not considered as a breakage because it’s content is still good.

To apply for a return, please contact our customer services by clicking on the chatbox at the bottom-right of the page of by email.

We require the following informations :

  • Contact details (name, email, phone, address)
  • Invoice number
  • Product(s) you are requesting to be refunded (Sku number)
  • Batch number of the damaged jar
  • Tracking number of the damaged parcel

The refund will be made on the same payment method that has been used during your transaction. Damaged products only will be refunded. The amount refunded takes into account any shipping fees or discount if it was applied on the transaction. It will be reimbursed proportionally to the number of broken jars.

*Products damaged by incident and not by transportation (e.g. dropping a jar on the floor) are not eligible for refund.

**This doesn’t apply to our frozen products. See section 6 for our frozen products.

 

4. 30 days order returns for online orders on canned products

Vita Nutrition Animale allows returns of canned products in a 30 days period after you’ve received your order placed on our website.

To apply for a return, please contact our customer services by clicking on the chatbox at the bottom-right of the page or by email.

We require the following informations :

  • Contact details (name, email, phone, address)
  • Invoice number
  • Product SKU number you want to return
  • Reasons of return

Once a return request is received and granted, we will give you a return merchandise authorization number you will have to write inside and outside the delivery package shipped at your own expense*.

Vita Nutrition Animale refunds only unopened/intact and sealed jars when we receive your order back at our facilities. Please note every order is duly inspected when we receive it.

*Any parcel sent back at our facilities without any written consent from Vita Nutrition Animale inc. will be kept without refund.

**This doesn’t apply to our frozen products. See section 6 for our frozen products.

5. Order refusal or shipped to the wrong address

If, for any reason, you refuse an order sent to the shipping address indicated on your invoice, we will wait until we’ve received it back at Vita Nutrition Animale Inc. and analyzed the situation before deciding on what to do, no matter if it’s for a refund or another expedition.

Please note that the best option is always to accept and take possession of the parcel no matter how it looks and to contact us as soon as you have it (see point 3 for the procedure).

If you gave a wrong or incomplete address and the parcel ends up at the wrong place, Vita Nutrition Animale Inc. is not responsible and won’t issue any refund or credit memo. It is possible to send another order only if you pay for it (make sure your address is complete and correct).

The way the address is written should be consistent with canadian norms.

6. Frozen products

Clients, please note : 

If you live in Québec : our frozen products are shipped in an isolated box.

Since our frozen products are cooked in high quality standards facility and high in fats, they are still safe to feed to your pet if they are unfrozen when you receive them. You can freeze them without any risk.

Vita guarantees you the frozen products will be delivered still cold to touch. If it should happen, we will issue a refund. The amount refunded takes into account any shipping fees or discount if it was applied on the transaction. It will be reimbursed proportionally to the number of non consumable products.

However, it is the client’s responsibility to put them in the fridge or in the freezer as soon as possible once delivered.

If you live elsewhere in Canada : please contact one of our retailers to buy some of our frozen products. Online orders for these products are not possible for the moment.

 

Retailers, please note:

If you are in Québec : we suggest you order our frozen products with Big Country Raw. If you order directly from our website, know that our frozen products are shipped in an isolated box.

Since our frozen products are cooked in high quality standards facility and high in fats, they are still safe to feed to your pet if they are unfrozen when you receive them. You can freeze them without any risk.

Vita guarantees you the frozen products will be delivered still cold to touch. If it should happen, we will issue a refund. The amount refunded takes into account any shipping fees or discount if it was applied on the transaction. It will be reimbursed proportionally to the number of non consumable products.

However, it is the client’s responsibility to put them in the fridge or in the freezer as soon as possible once delivered.

If you are elsewhere in Canada : we suggest you order our frozen products with Big Country Raw.  Online orders for these products are not possible for the moment.

 

7. ”Available on backorder” products 

Products that are labeled as ”Available on backorder” are currently unavailable because we are out of stock at the moment you want to place your order. In the product description, you will find a note with more information about the date at which the product will be shipped. 

When you complete and pay your order and it has items labeled as ”Available on backorder”, the available items in you order (the ones that are currently in stock at the moment you pay your order) will be shipped to you. As for the items labeled as ”Available on backorder”, they will be shipped as soon as we have some in stock.

Please note that orders are processed in chronological order depending on the date and time the payment has been received.

**Note that everything mentioned above ONLY applies to orders made on Vita Nutrition Animale Inc.’s transactional website. It does not apply for any product bought in store or from a reseller.**