Shipping Policy

Last Updated: August 6, 2026

At Aumi Pets, we are committed to providing a clear, dependable, and transparent shipping experience for customers throughout Canada.

This Shipping Policy explains:

Where we currently deliver.
How orders are processed.
Our estimated delivery timeframes.
How tracking information is provided.
How international fulfilment and customs are handled.
What happens when an order is delayed, lost, damaged, or delivered incorrectly.
Your responsibilities when entering a delivery address.
How to contact us for shipping assistance.

This Shipping Policy applies to purchases made through the Aumi Pets online store for delivery within Canada.

Nothing in this Shipping Policy excludes, restricts, or modifies any consumer right, warranty, condition, remedy, or protection that cannot lawfully be excluded under applicable Canadian federal, provincial, or territorial law.

Shipping Overview

Our standard estimated shipping timeframes are:

Order Cut-Off Time: 4:00 pm Eastern Time
Handling Time: 1–3 business days, Monday to Friday
Estimated Transit Time: 4–9 business days, Monday to Friday
Shipping Fee: Free
Estimated Total Delivery Time: 5–12 business days

Orders placed after the daily cut-off time may begin processing on the following business day.

These timeframes are estimates and are not guaranteed delivery dates unless we expressly confirm otherwise in writing.

Business days generally exclude:

Saturdays.
Sundays.
Canadian statutory holidays.
Public holidays observed at the fulfilment location.
Public holidays observed by the applicable carrier.

Delivery to remote, rural, northern, island, or otherwise difficult-to-access locations may take longer.

Delivery Locations

Aumi Pets currently offers delivery to eligible addresses within Canada.

This may include addresses in:

Alberta.
British Columbia.
Manitoba.
New Brunswick.
Newfoundland and Labrador.
Northwest Territories.
Nova Scotia.
Nunavut.
Ontario.
Prince Edward Island.
Quebec.
Saskatchewan.
Yukon.

Delivery availability may depend on:

The product ordered.
Your postal code.
Carrier coverage.
Product dimensions or weight.
The fulfilment location.
Applicable transportation or import restrictions.

Some products may not be available for delivery to every province, territory, remote area, P.O. box, military address, or restricted location.

Where we cannot deliver an order to the address provided, we will contact you and provide an appropriate solution. This may include:

Requesting an alternative address.
Cancelling the affected product.
Cancelling the complete order.
Issuing a refund for the affected amount.

Remote and Rural Locations

Orders shipped to remote or rural areas may require additional transit time.

This may include addresses in:

Northern communities.
The Canadian territories.
Remote parts of a province.
Islands.
Locations not served regularly by major carriers.
Areas that require transfer to a local postal or delivery service.

The estimated delivery time displayed during checkout or in this Shipping Policy may not fully reflect delays caused by limited carrier schedules.

We will not charge an undisclosed mandatory remote-area shipping fee after you place your order.

If an additional mandatory cost applies, it must be disclosed before you complete payment or separately agreed with you.

Placing an Order

Orders must be placed through our online store.

To place an order:

Select the product or products you wish to purchase.
Choose the appropriate size, colour, type, or variation.
Add the products to your shopping cart.
Proceed to the secure checkout.
Enter your contact, billing, and delivery information.
Review the selected products and quantities.
Review the delivery details and total amount payable.
Select an available payment method.
Submit the order.

After the order has been successfully submitted, you will normally receive an automated order-confirmation email.

Please review the confirmation carefully and contact us promptly if any information is incorrect.

Order Confirmation

An order-confirmation email confirms that we have received your order.

It does not necessarily confirm that:

The payment has passed all checks.
The product is available.
The order has been accepted.
The order has entered fulfilment.
The order has been dispatched.

Orders remain subject to:

Product availability.
Payment authorisation.
Fraud-prevention checks.
Verification of order details.
Delivery availability.
Acceptance under our Terms of Service.

You will normally receive a separate shipping-confirmation email once the order has been dispatched.

Order Processing

Orders are generally processed within 1–3 business days.

Processing may include:

Confirming payment.
Reviewing the order for fraud or security concerns.
Confirming product availability.
Preparing the product.
Conducting quality checks.
Packaging the order.
Preparing shipping documents.
Transferring the order to a delivery provider.

Orders placed on weekends or holidays will normally begin processing on the next available business day.

Processing may take longer during:

Sales.
Promotional campaigns.
Holiday periods.
Periods of unusually high demand.
Product launches.
Severe weather.
Operational interruptions.
Security reviews.

Changes During Processing

Once an order enters processing, it may no longer be possible to:

Change the delivery address.
Change the selected product.
Change the size, colour, or variation.
Add another product.
Remove an individual product.
Cancel the order.

We will make reasonable efforts to assist, but no change is guaranteed until confirmed in writing by our customer-service team.

International Fulfilment

Aumi Pets works with suppliers, warehouses, fulfilment centres, postal services, and delivery partners located in Canada and other countries.

Some products may be dispatched from outside Canada.

The dispatch location may depend on:

Product availability.
The specific product ordered.
Your delivery address.
Warehouse stock.
Package dimensions.
The most suitable fulfilment route.
Delivery-provider availability.

Aumi Pets may use a dropshipping or direct-fulfilment model for certain products.

This means that a supplier or fulfilment partner may send the product directly to the customer on behalf of Aumi Pets.

Our use of an international fulfilment partner does not remove our responsibility for your order or reduce any mandatory consumer rights.

Customs Processing

Products shipped from outside Canada may pass through Canadian customs before delivery.

Customs processing can occasionally cause delays.

Possible causes include:

Inspection of the shipment.
Verification of product information.
Classification of the goods.
Assessment of taxes or duties.
High volumes at the border.
Missing or incomplete carrier documentation.
Security or regulatory checks.

Customs-processing time is outside our direct control and is not always reflected in carrier tracking.

A customs delay does not necessarily mean that the order has been lost.

Duties, Taxes and Import Fees

Where applicable, Canadian customs authorities or carriers may assess:

Import duties.
Federal or provincial taxes.
Customs-clearance charges.
Brokerage fees.
Carrier administration fees.

Unless clearly disclosed otherwise before checkout, Aumi Pets aims to arrange delivery so customers are not required to pay unexpected import duties or mandatory carrier fees upon delivery.

Any known mandatory charge imposed by Aumi Pets will be disclosed before you submit your order.

If a carrier or customs authority requests an unexpected payment, please contact us at info@aumipets.com before making the payment where reasonably possible.

Please provide:

Your name.
Your order number.
A copy or photograph of the payment request.
The carrier’s name.
The amount requested.
Any relevant tracking information.

Do not ignore an official customs or carrier communication, as this may cause the shipment to be returned or abandoned.

Shipping Providers

The carrier used for an order may depend on:

Your delivery address.
The product ordered.
The fulfilment location.
The dimensions and weight of the package.
Carrier availability.
The most appropriate delivery route.

Delivery providers may include:

Canada Post.
Local or regional postal services.
International postal operators.
Commercial courier services.
Final-mile delivery partners.

We do not guarantee that a specific carrier will be used unless this has been expressly confirmed before purchase.

An international carrier may transport a package into Canada before transferring it to a Canadian carrier for final delivery.

Multiple Carriers

A single package may be handled by more than one carrier during transit.

For example:

A fulfilment partner prepares the shipment.
An international carrier transports it toward Canada.
The shipment passes through customs.
A Canadian carrier accepts the package.
A local delivery provider completes final delivery.

The tracking number may remain the same or may be replaced after the transfer.

Tracking updates may temporarily pause while a shipment moves between carriers.

Tracking Information

Where tracking is available, you will normally receive:

A tracking number.
A tracking link.
The name of the carrier where available.
A shipping confirmation.

Tracking information may take 24–72 hours to become active after dispatch.

This may occur because:

The label has been created but the carrier has not scanned the package.
The package is waiting for carrier collection.
The package is moving between facilities.
The shipment is being transferred to another carrier.
Customs processing is underway.
The final-mile carrier has not yet received the package.

Tracking information is supplied by the carrier and may not update in real time.

Tracking Shows No Movement

If tracking has not updated for several days, this does not automatically mean the package is lost.

Temporary gaps may occur during:

International transport.
Customs processing.
Carrier transfers.
Weekends.
Holidays.
Severe weather.
High-volume periods.
Remote-area transport.

Contact us if the tracking information has not changed for an unusually long period or the estimated delivery window has passed.

Multiple Packages

An order containing multiple products may be divided into separate packages.

This may happen because:

Products are stored in different fulfilment centres.
Products require different packaging.
Products have different processing times.
A product is temporarily unavailable at one facility.
Carrier restrictions require separate shipments.
The items cannot be safely packed together.

As a result:

Products may arrive on different dates.
Separate shipping-confirmation emails may be sent.
Each package may have a different tracking number.
Different carriers may complete each delivery.

You will not be charged additional shipping fees because we chose to divide your order.

A product should not be considered missing solely because another product from the same order has already arrived.

Delivery Estimates

Our estimated delivery time is generally 5–12 business days, consisting of:

1–3 business days for processing.
4–9 business days for transit.

The estimate begins after the order has been successfully submitted and payment has been confirmed.

Delivery estimates may be affected by:

Remote delivery locations.
Customs processing.
Weather conditions.
Wildfires.
Flooding.
Snowstorms.
Public holidays.
Labour disruption.
Transportation shortages.
Carrier delays.
Incorrect delivery information.
Security reviews.
International disruptions.
Events outside our reasonable control.

We will take reasonable steps to provide updates when we become aware of a material delay.

Delayed Orders

If your order has not arrived within the estimated delivery timeframe:

Review the tracking information.
Confirm that the delivery address is correct.
Check whether the carrier left a notice.
Check your mailbox or community mailbox.
Check any safe location around the property.
Ask household members whether they accepted it.
Ask nearby neighbours where appropriate.
Contact the carrier.
Contact us at info@aumipets.com.

Please include:

Your full name.
Your order number.
Your delivery address.
The tracking number.
A description of the issue.

We may ask you to allow a reasonable additional period while we investigate with the carrier.

Delivery Later Than Promised

Where applicable consumer law gives you the right to cancel because an order was not delivered within a promised or legally required period, nothing in this Shipping Policy removes that right.

Depending on your province or territory and the circumstances, you may be entitled to:

Set an additional reasonable delivery period.
Cancel the affected order.
Receive a refund for undelivered products.
Exercise another available consumer remedy.

If you wish to cancel due to a significant delivery delay, contact us in writing at info@aumipets.com.

Address Accuracy

Customers are responsible for entering a complete and accurate delivery address.

Before submitting your order, check:

Recipient’s full name.
House or building number.
Street name.
Apartment, suite, or unit number.
Municipality.
Province or territory.
Postal code.
Country.
Telephone number.
Email address.

Incorrect or incomplete information may result in:

Delivery delays.
Failed delivery.
Return to sender.
Delivery to the wrong address.
Additional carrier charges.
Loss of the package.

We are not responsible for loss or delay caused solely by inaccurate information supplied by the customer, except where responsibility cannot lawfully be excluded.

Address Changes

To request an address change, contact us as soon as possible at:

info@aumipets.com

Please include:

Your full name.
Your order number.
The original address.
The corrected address.

Before Dispatch

Where the order has not entered fulfilment or been dispatched, we will make reasonable efforts to update the address.

An address change is not confirmed until you receive written confirmation from us.

After Dispatch

Once a package has been dispatched, we may be unable to change or redirect it.

You may be able to request a change directly from the carrier, but this depends on the carrier’s rules.

Aumi Pets does not guarantee that a carrier will approve an address change.

Incorrect Address Provided by the Customer

Where an incorrect or incomplete address was supplied and the package is returned to the sender, we will contact you when the return has been confirmed.

Depending on the circumstances, you may choose:

Redelivery to a corrected address.
Cancellation and refund where permitted.
Another reasonable solution.

Reasonable redelivery or return costs may be charged where:

The delivery failure was caused solely by incorrect customer information.
The charge is legally permitted.
The amount reflects the actual cost.
The charge is disclosed before redelivery is arranged.

Address Entered Correctly but Delivered Incorrectly

If you supplied the correct address but the carrier delivered the package to the wrong location, contact us promptly.

We may ask you to provide:

Confirmation of the delivery address.
Tracking information.
A statement that the package was not received.
Photographs of the property or delivery location where relevant.
Information supplied by the carrier.

We will investigate and provide an appropriate remedy based on the circumstances and applicable law.

P.O. Boxes and Restricted Addresses

Some carriers or products cannot be delivered to:

P.O. boxes.
Community mailboxes.
Military addresses.
Parcel lockers.
Freight-forwarding services.
Hotels.
Temporary accommodation.
Certain remote locations.

Where a delivery address is not supported, we may request an alternative physical address.

Delivery Attempts

If no one is available to receive the package, the carrier may:

Attempt delivery again.
Leave the package in a safe location.
Leave the package with another resident.
Leave a delivery notice.
Take the package to a depot.
Send the package to a collection point.
Return the package to the sender.

Customers are responsible for reviewing carrier notifications and collecting packages within the period stated by the carrier.

Delivery Instructions

You may be able to provide delivery instructions during checkout or directly through the carrier.

Delivery instructions are requests and cannot always be guaranteed.

A carrier may disregard an instruction if it believes:

The location is unsafe.
The instruction is unclear.
The location is inaccessible.
The instruction conflicts with carrier policy.
A signature is required.
Weather conditions make the location unsuitable.

Safe-Place Delivery

Where you expressly authorise delivery to a safe location, the carrier may leave the package there.

Examples may include:

A porch.
A side entrance.
A reception desk.
A parcel locker.
A building mailroom.
Another nominated location.

Choose a location that is:

Secure.
Dry.
Protected from pets.
Protected from weather.
Not visible from a public area where possible.

Aumi Pets may not be responsible for theft or damage occurring after correct delivery to a safe location expressly authorised by the customer, except where responsibility cannot legally be excluded.

Delivery to Another Person

A package may be considered delivered where it is handed to:

The named recipient.
A household member.
A building receptionist.
A concierge.
A person expressly authorised by the customer.
Another person reasonably appearing to be authorised at the delivery address.

Where the carrier delivers to a person or location not authorised by you, contact us so that the delivery can be investigated.

Collection Points

A carrier may direct a package to:

A post office.
A local depot.
A pickup point.
A parcel locker.
Another authorised collection location.

You may need to provide:

Identification.
A tracking number.
A delivery notice.
Proof of address.

Packages not collected within the carrier’s stated period may be returned to the sender.

Refused Deliveries

If you refuse delivery without first arranging a cancellation or return with us, the package may be returned to a fulfilment centre.

Once the return has been received and assessed:

A refund may be issued where applicable.
Return costs may be deducted where legally permitted.
Original shipping charges may be non-refundable where legally permitted.
A restocking or penalty fee will not be imposed unless lawful and clearly disclosed.

Refusing a delivery does not automatically complete a cancellation.

Unclaimed Packages

Where a package is not collected or accepted within the period allowed by the carrier, it may be returned to sender.

Once returned, we may contact you to arrange:

Redelivery.
A refund where applicable.
Another appropriate resolution.

Reasonable costs caused solely by failure to collect may be charged where legally permitted.

Transfer of Risk

Risk in the goods generally remains with Aumi Pets until the package is delivered to:

You.
A person authorised by you.
A location expressly authorised by you.
A collection arrangement selected or approved by you.

Risk does not normally pass merely because the package has been given to a carrier chosen by Aumi Pets.

Nothing in this section overrides mandatory rights available under applicable law.

Lost Packages

A package may be considered potentially lost where:

It has not arrived after the estimated delivery period and a reasonable additional period.
Tracking has stopped for an unusually long time.
The carrier confirms that it cannot locate the package.
The package is returned to an unknown facility.
Delivery evidence is inconsistent or incomplete.

If you believe a package is lost, contact:

info@aumipets.com

Please provide:

Your full name.
Your order number.
Your delivery address.
Your tracking number.
Any communication with the carrier.

We may open an investigation with the carrier.

The investigation may require:

Confirmation that the package was not received.
A signed non-receipt statement.
Verification of the delivery address.
Review of GPS or delivery-scan information.
Contact with the final-mile carrier.

Where the package is confirmed lost, an appropriate remedy may include:

Replacement.
Refund.
Reshipment.
Another agreed solution.

Tracking Shows Delivered but Package Is Missing

If tracking shows that the package was delivered but you cannot find it:

Check the complete delivery address.
Check the mailbox or community mailbox.
Check around doors, porches, garages, and side entrances.
Check any nominated safe location.
Ask household members.
Ask your building reception or concierge.
Ask immediate neighbours where appropriate.
Review any delivery photograph.
Contact the carrier.
Contact Aumi Pets.

Please report the issue as soon as reasonably possible.

We may ask you to wait a brief period because some carriers mark a package as delivered shortly before the physical delivery is completed.

Stolen Packages

Where the carrier correctly delivered a package to the address or safe location expressly authorised by the customer and the package was later stolen, the available remedy may depend on:

The delivery instructions.
The delivery evidence.
Whether a secure location was authorised.
The carrier’s procedures.
Applicable law.

We will review each report fairly.

You may also be asked to report suspected theft to:

The carrier.
Your building management.
Local law enforcement.
Your payment or insurance provider where relevant.

Damaged Packages

If a package arrives visibly damaged:

Photograph the external packaging.
Photograph the shipping label.
Photograph the internal packaging.
Photograph the product and all damaged components.
Retain the packaging.
Do not discard damaged parts before contacting us.

Email info@aumipets.com as soon as reasonably possible.

Include:

Your name.
Your order number.
A description of the damage.
Clear photographs or videos.
Information about whether the product is usable or safe.

We may ask you not to use the product while the issue is reviewed.

Unsafe or Defective Pet Products

Stop using a product immediately if it:

Has exposed wires.
Has a damaged battery.
Overheats.
Produces smoke or an unusual smell.
Has sharp edges.
Contains loose components.
Breaks during ordinary use.
Creates a choking or entanglement risk.
Appears contaminated.
Injures or nearly injures a person or animal.
Does not operate as described in a way that may create danger.

Keep the product away from pets and children.

The order number.
Product name.
Photographs or video.
A description of what happened.
Details of any injury, property damage, or near miss.
Product or batch numbers where available.

We may provide safety instructions, arrange a return, notify the supplier, or take another appropriate corrective measure.

Product Recalls

Where a product is recalled or identified as potentially unsafe, Aumi Pets may:

Stop selling the product.
Contact affected customers.
Publish safety information.
Provide instructions to stop using it.
Arrange a return, repair, replacement, or refund.
Request that the product be safely disposed of.
Cooperate with Health Canada, carriers, suppliers, or manufacturers.

Customers must follow recall and safety instructions promptly.

Do not continue using a recalled product unless official instructions expressly state that it is safe to do so.

Incorrect Products

The wrong product.
The wrong colour.
The wrong size.
The wrong model.
The wrong quantity.
A product intended for another customer.

Please provide photographs of:

The product received.
The packaging.
The shipping label.
Any product labels or codes.

Where we sent an incorrect product, we will provide an appropriate remedy and cover reasonable return costs where required.

Missing Products or Components

If part of your order is missing, first check whether the order was divided into multiple packages.

Review:

All shipping-confirmation emails.
All tracking numbers.
The package contents.
Product packaging compartments.
The product description showing included parts.

If the item or component is still missing, contact us with photographs of the received package and contents.

Order Cancellation Before Dispatch

You may request cancellation by emailing:

info@aumipets.com

Include your order number.

We will make reasonable efforts to cancel the order before it enters fulfilment or is dispatched.

Cancellation cannot be guaranteed after processing begins.

An order is not considered cancelled until you receive written confirmation from us.

Where payment has already been collected for a successfully cancelled order, a refund will be issued to the original payment method.

Cancellation After Dispatch

Once an order has been dispatched, it may no longer be possible to cancel the shipment.

Where applicable, you may need to:

Accept delivery.
Contact us for return instructions.
Return the product under our Return and Refund Policy.

Do not automatically refuse delivery unless instructed to do so, as this may delay the return or refund process.

Returns

Returns are governed by our Return and Refund Policy.

Before returning a product, contact:

info@aumipets.com

We will provide:

Return instructions.
The authorised return address.
Packaging requirements.
Information about return shipping.
Any required return reference.

Do not send a return to our registered business address unless we have expressly confirmed that it is the correct return location.

Our business address is not necessarily our returns warehouse.

Return Shipping

Responsibility for return-shipping costs depends on the reason for the return.

Change-of-Mind Returns

Where a voluntary change-of-mind return is accepted, the customer may be responsible for return shipping.

Faulty, Damaged, Unsafe, or Incorrect Products

Where the product is defective, damaged before delivery, unsafe, misdescribed, or incorrect, Aumi Pets will cover reasonable return costs where required by applicable law.

We may:

Provide a return label.
Arrange collection.
Reimburse reasonable postage.
Confirm that a return is unnecessary.

Do not pay substantial return costs without contacting us first.

Events Outside Our Reasonable Control

We are not responsible for delays caused by events outside our reasonable control where the law permits.

These events may include:

Severe snow or ice.
Wildfires.
Floods.
Storms.
Natural disasters.
War or civil unrest.
Government restrictions.
Customs disruption.
Labour action involving third parties.
Major transport interruptions.
Public-health emergencies.
Widespread carrier outages.
Internet or telecommunications failures.

Where such an event affects your order, we will take reasonable steps to:

Minimise the delay.
Provide available updates.
Contact you where appropriate.
Offer a reasonable solution where the delay becomes substantial.

Pricing Transparency

Any mandatory shipping or handling charge imposed by Aumi Pets will be disclosed before you submit your order.

We will not intentionally promote a price that cannot be obtained because of a hidden fixed mandatory shipping or handling charge added later.

Government-imposed sales taxes or other charges may be displayed separately where permitted.

Consumer Rights

Nothing in this Shipping Policy excludes, restricts, or modifies any consumer right that cannot legally be excluded.

Depending on your province or territory, your rights may include protections relating to:

Required contract information.
Promised delivery dates.
Late or failed delivery.
Misleading representations.
Undisclosed costs.
Defective or unsafe products.
Refunds for undelivered goods.
Unfair business practices.

Where this Shipping Policy conflicts with mandatory law, the mandatory legal protection will apply.

Changes to This Shipping Policy

We may update this Shipping Policy to reflect:

Changes to delivery providers.
Changes to fulfilment locations.
Changes to estimated timeframes.
Changes to supported delivery areas.
Operational changes.
Legal or regulatory requirements.
Changes to customs or import arrangements.

The updated version will be published on our website with a revised “Last Updated” date.

Changes will generally apply only to future orders.

We will not use an updated policy to unfairly alter an order that has already been accepted.

Contact Information

For questions about processing, tracking, shipping, customs, delivery, or a missing or damaged order, please contact us:

Store Name: Aumi Pets
Legal Company Name: Seta Services
Chamber of Commerce Number: 92397379
VAT Number: NL004950717B85
Email: info@aumipets.com
Phone Number: + 1 647 5478531
Business Address: Damstraat 10, 2265 AH Leidschendam, The Netherlands

Monday–Friday: 9:00 a.m.–5:00 p.m. (Eastern Time)
Saturday: 12:00 p.m.–5:00 p.m. (Eastern Time)
Sunday and Canadian public holidays: (Closed)

We aim to respond to all enquiries within one business day during our customer-service hours.