Are all products available for delivery?
Chico.ca offers a small catalog of the products you will find in our store. If the product you are looking for is not available on our website, you can call or visit your local Chico Pet Store to see if it is available. Our stores carry a wide range of products and accept special orders. You can use our Chico locator to find the store nearest you.
Is there a cost to choose delivery?
Shipping is free in Quebec for orders over $49.00 before taxes. Additional charges may apply for certain heavy or oversized products.
How quickly can I have my online order delivered?
Orders placed online are generally delivered within 3 to 5 business days. Some delivery companies may deliver on weekends.
Do I have to be at home to receive my delivery?
No. You do not need to be at home to ensure your order is received. If you are not home, your order will be left in a safe place at your door. If you live in an apartment building, special instructions may be added to your delivery at checkout.
What if I don’t receive my delivery on time or if I receive the wrong product?
Please contact customer service at [email protected] if you have any questions or concerns regarding your delivery.
How do I find out the estimated delivery date for my order?
When you place your order, the shipping option you choose will include an indication of the delivery time. We send a tracking number via email as soon as your order is shipped. You can contact customer service at [email protected] to request your tracking number.
Do you ship on weekends?
Yes, your order may be delivered on weekends.
Where is delivery available?
We deliver almost everywhere* in Quebec.
*Some exceptions apply in remote areas. If this is the case, we will contact you by email to discuss the available options.
Can I return my purchase in store?
No. Purchases made through chico.ca cannot be returned in store. If you need an exchange or refund, please contact customer service at [email protected]
Is there a minimum purchase?
No. There is no minimum purchase to place an order. However, shipping is free for orders over $59.00 before taxes.
What payment methods do you accept?
We accept Visa, Mastercard and Chico gift cards.
Can I cancel my order?
Your order can be cancelled at no charge until it is shipped. If you wish to cancel your order, please contact chico.ca customer service at [email protected]
Will I be notified if an item I ordered is out of stock?
Yes, you will be notified by one of our team members if a product in your order is out of stock. If available, we will offer you a replacement item. In the event that no substitute is available, your order will be updated and your card will be credited accordingly.
Can my order be cancelled?
In rare cases, we may have to cancel all or part of an order for various reasons, including
difficulty with the processing of your payment
inability to ship to the address provided
If your order is cancelled, you will receive an email notification.
You will not be charged for any cancelled product.
What do I do if I receive a damaged or defective item?
If you receive a damaged or defective product, contact our customer service department within 30 days of delivery at [email protected]
You will need to provide the order number, the email address used to place your order and your phone number.
How do I return an item?
Contact our customer service team at [email protected]. If your return is authorized, affix the RETURN shipping label and the RMA (Return Marchandise Authorization) number label provided to you to the outside of the box. Place the return identification documents in the box. Schedule a pickup of the package at your home.
You will receive an email notification when your return is processed. Please allow 15-30 days for credit processing depending on your financial institution.
Pack the product securely in its original packaging, if possible. Please include all documents, parts and accessories. All products must be returned in good condition to guarantee credit.
Before sending your return, please remove all extra labels from the outside of the package.
All shipping costs for returns for errors that are not the fault of chico.ca must be paid by the customer.
Prices displayed on the chico.ca website are in Canadian dollars, before taxes and shipping. All orders are payable in Canadian dollars. The price is payable in full, including applicable taxes and shipping charges, in one payment at the time of order.
Prices, offers and product selection on the website may vary online and in store and are subject to change. If a promotion is exclusive to the website, it is usually indicated with the words “Online only”.
How to identify “Made in Quebec” products?
Online, the identifier can be found at all times on the product information sheet.
To obtain the “Made in Quebec” identifier, a product must be either: designed mainly from Quebec raw materials, manufactured in Quebec, have production costs mainly in Quebec or have had the last substantial transformation of the product in Quebec.
You will often find this mention on the product’s packaging, it is voluntary and at the choice of the suppliers. Many products are distributed in Canada and the United States, which is why some suppliers prefer to display the words “Made in Canada” on the packaging. Before declaring this product attribute, suppliers must ensure that they comply with the Competition Bureau’s Canadian Products Act.
- When you are ready to pay, access your cart and proceed to checkout.
- Enter your gift card number in the designated field.
- Please save your gift card for future use if it covers the entire transaction amount. If your gift card only covers a portion of the transaction, an additional form of payment is required.
- Online purchases are not eligible for Privilege Card points.
- A gift card cannot be used to purchase another gift card.
- If your gift card does NOT cover the full amount of the purchase, you will need to pay for the remainder of the purchase with a valid form of payment.
- If the amount on your gift card is GREATER than the total order amount, the balance amount will be applied to your gift card account for future use.
- Gift cards are non-transferable, non-refundable and cannot be exchanged for cash, except as required by law.
- We cannot replace lost or stolen gift cards.
- No sales tax is charged on the purchase of gift cards. However, products purchased with a gift card will be charged the applicable sales tax.
If you have additional questions, please contact our customer service department at [email protected]
Checking your gift card balance is easy. The balance can be checked at chico.ca, at any Chico store or by contacting our customer service department. Be sure to include your gift card number.