Effective date: September 3, 2026
Policy overview
Vital Life Pet Foods sells products in Canadian dollars and currently ships only within Canada. We want you to feel confident ordering from us. This policy explains when a Canadian order may be returned, exchanged or refunded.
Return window and eligibility
You may request a return within 30 days after the carrier marks your order as delivered. To qualify, the product must be unused, unopened, in its original packaging and in resalable condition. You must provide the order number or other proof of purchase.
Non-returnable products
For pet health and safety reasons, opened or used food, treats, chews, supplements, grooming products and other consumable or personal-care products are final sale unless they arrived damaged, defective, contaminated, expired or incorrect. Gift cards, clearance products and items marked “final sale” are also non-returnable.
Damaged, defective, expired or incorrect orders
Inspect your delivery promptly. Contact us within 7 days after delivery if an item is damaged, defective, expired, missing or different from what you ordered. Include your order number and clear photographs of the product, lot or expiry information where relevant, and shipping package. Do not discard the product or packaging until we have reviewed the claim.
When a claim is approved, we will provide an appropriate replacement, store credit or refund, including reasonable shipping costs where the issue was our error.
How to request a return
- Use our Contact page before mailing anything.
- Provide your order number, the product, quantity and reason for the request.
- Wait for written return authorization and the correct Canadian return address.
- Pack the approved product securely. We recommend using a trackable shipping service.
Returns sent without authorization or sent to the manufacturer may be refused.
Refunds
We inspect approved returns after they arrive. If accepted, the eligible product price and applicable tax will be refunded in Canadian dollars to the original payment method. Please allow 5–10 business days after approval for your bank or payment provider to post the refund.
Original shipping charges are non-refundable unless the return results from our error or the product arrived damaged or defective. Customers are responsible for return-shipping costs on change-of-mind returns. Where permitted by law, additional costs caused by an incorrect customer address, unclaimed delivery or refused package may be deducted from the refund.
Exchanges
Eligible products may be exchanged subject to availability. The quickest option may be to return the approved product and place a new order. Any price difference and applicable tax will apply to the replacement order.
Order cancellations and address changes
Contact us as soon as possible if you need to cancel an order or correct a delivery address. We will try to make the change before fulfillment, but we cannot guarantee changes after processing begins. Once an order has shipped, it is subject to the return rules above.
Your legal rights
This policy does not limit any rights or remedies available to you under applicable Canadian consumer-protection law.
Questions
For help with an order, return, exchange or refund, please use our Contact page.