Shipping policy

Free Local Delivery Policy

Dorchester Pet Care & Supply offers free local delivery to select areas in Ontario, 365 days a year, including holidays.

We currently offer free delivery to Dorchester, Belmont, Ingersoll, Thorndale, London, and surrounding areas. Delivery availability is based on your postal code and exact location.

If you are unsure whether your address qualifies for delivery, please contact us at 519-268-2040 before placing your order. Delivery outside our standard delivery area may be available for an additional fee.

Orders placed by 11:59 p.m. are typically eligible for next-day delivery. While we make every reasonable effort to deliver eligible orders the next day after your confirmation email is sent, delivery times are estimates only and are not guaranteed.

Deliveries are made according to our delivery routes and scheduling. We are unable to provide exact delivery times or guaranteed delivery windows.

Deliveries to houses will be left at the front door, side door, or another safe and accessible ground-level entrance. Deliveries to apartments, condominiums, and other multi-unit buildings will be left at the main entrance or another safe and accessible common entrance area only. We do not deliver inside apartment buildings, to individual unit doors, inside private residences, into backyards, fenced areas, or garages. Customers in apartment or multi-unit buildings are responsible for ensuring that the main entrance is accessible at the time of delivery.

Customers are responsible for providing an accurate delivery address and ensuring there is a safe and accessible location for delivery. If we are unable to complete delivery due to an incorrect address, restricted access, locked entrances, loose animals, unsafe conditions, or the absence of a suitable drop-off location, delivery may be delayed, rescheduled, or considered completed if the order is left at a reasonable entrance location.

Once an order has been delivered to the address provided and left in a safe location, responsibility for the order transfers to the customer. Dorchester Pet Care & Supply is not responsible for theft, loss, damage, or spoilage after delivery has been completed.

Customers ordering refrigerated or frozen products are responsible for being available to receive those items promptly or for providing a suitable drop-off location. We are not responsible for spoilage after refrigerated or frozen products have been delivered.

We reserve the right to delay, reschedule, temporarily suspend, or cancel delivery due to severe weather, road closures, road construction, vehicle issues, vacation closures, or other circumstances beyond our control. When possible, temporary service interruptions will be communicated in advance.

If you have any questions about delivery, please contact us at 519-268-2040.

By placing an order for delivery, the customer acknowledges and accepts this delivery policy.

This version is much stronger than the original. One small improvement I would still recommend is changing “London, and surrounding areas” to something a little tighter, because “surrounding areas” is still vague. For example:

Delivery fees, where applicable, are non-refundable once delivery has been completed, except where an error has occurred on our part.

 

Returns & Refunds Policy

We want you to be satisfied with your purchase from Dorchester Pet Care & Supply.

Non-consumable items may be returned within 14 days of purchase for a full refund, provided they are returned in their original packaging, are unused, and are in resalable condition.

For health and safety reasons, opened consumable products are only eligible for return or refund if they are returned in the original packaging and with most of the product remaining. Products that have been substantially consumed, mostly used, or are nearly empty are not eligible for return or refund.

Special order items are final sale and are not eligible for return or refund.

If we make an error with your order, we will gladly work with you to correct it. If an item was ordered incorrectly by the customer but delivered as ordered, any return, refund, or exchange must be handled in store in accordance with this return policy, unless we choose to make other arrangements at our discretion and according to our schedule.

All returns must be made in person within 14 days of purchase to:

Dorchester Pet Care & Supply
9 Starlight Lane
Dorchester, Ontario
N0L 1G5

Returns must be made during regular business hours. A valid receipt or proof of purchase is required.

Approved refunds will be issued to the original method of payment wherever possible.

We reserve the right to refuse a return if the item does not meet the conditions of this policy.

If you believe an item is defective, damaged at the time of purchase, or you received the wrong item, please contact us promptly so we can review the issue and determine an appropriate resolution.

By making a purchase, the customer acknowledges and accepts this return policy.