Shipping Policy

Last Updated: Feb 01, 2024

Delivery Time:

For standard shipping, orders will be processed and shipped within 2-3 days after receiving the order and confirming payment. For express shipping, order will be delivered within 1 day. Please note, Mondays are excluded from the calculation of shipping days.

Shipping Fee:

Shipping fees vary based on the chosen delivery method and shipping address. The specific shipping fee will be displayed during checkout.

Freshness Measures:

For fresh products, we take appropriate measures to ensure the freshness and quality of the products during transportation.

Order Confirmation:

Once the order is submitted, you will receive a confirmation email and phone notification.

Free Shipping:

During specific promotions or when the order amount reaches a certain threshold, we may offer free shipping. Details will be announced during promotional periods.

Delivery Range:

We offer delivery services within the GTA. For specifics on eligible areas, minimum order requirements, shipping rates, and free shipping thresholds, please consult the chart below. At this time, we do not extend shipping services to cities not listed below.

Express shipping (1 day)

City

Minimum order for delivery

Shipping Rate

Free Shipping Amount

Most of GTA
(Find included areas in table below)

N/A

$50

N/A

Standard shipping (2-3 days)

City

Minimum order for delivery

Shipping Rate

Free Shipping Amount

Markham

$120

$15

$200

Scarborough

$150

$20

$250

Richmond Hill

$180

$20

$250

North York / East York

$200

$20

$250

Pickering / Ajax / Whitby

$200

$20

$250

Stouffville / Aurora / Newmarket / King City / East Gwillimbury

$250

$30

$300

Downtown - Toronto

$250

$30

$350

Vaughan

$250

$30

$400

Mississauga / Etobicoke

$300

$30

$450

Schomberg / Cookstown / West Gwillimbury

$400

$30

$580

New Tecumseth: Tottenham / Beeton / Alliston

$400

$30

$580

For any questions or special requests regarding order delivery, please contact our customer service:

Email: info@captaink9.ca
Customer Service Hotline: (416) 293 6686

 

Replacement Conditions for Raw Food

We kindly ask customers to kindly examine the product for inspection upon receiving the goods. Customers have the right to request a replacement under the following circumstances:

  • Product sustained damages during the shipping process. 

  • Customer receives an incorrect product.
  • Quality concerns with the product, such as thawing or spoilage. 

  • Replacement requests must be submitted within 2 days of receiving the goods. 

Preserving Product Integrity: 

To be eligible for a replacement, customers are required to uphold the integrity of the product’s initial packaging, confirm that the product seal remains unbroken, and ensure that the product is in its original frozen condition. 

Replacement: 

A product of equal value will be supplied as a replacement.

Disclaimer:

Replacements will not be accepted under the following circumstances:

  • Quality problems arising from incorrect storage or misuse by the customer.
  • Replacement requests made after the designated replacement period has lapsed.

Contact Information:

Customers can contact us through the following channels:

Email: info@captaink9.ca
Customer Service Hotline: (416) 293 6686

Legal Compliance:

This replacement policy complies with relevant Canadian regulations and reserves the right to be modified within the legally permissible scope.

Return Policy

At Captain K9, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, we offer a hassle-free return policy to ensure your peace of mind.

Eligibility Criteria

To be eligible for a return, please ensure that:

  • The item is unused, unopened, and in its original condition.

  • The return request is made within 7 days of the purchase date.

  • You have proof of purchase (receipt or order confirmation).

Return Process

To initiate a return, please follow these steps:

  1. Contact Customer Service (Optional): If you prefer to contact us before visiting the store, reach out to our customer service team at (416) 293 6686 to request a return authorization. Our team will assist you with any questions or concerns you may have.

  2. Pack Your Item (if applicable): If you contacted customer service and received return authorization, please safely pack the item in its original packaging, along with the proof of purchase.

  3. Visit Our Store: Bring the item along with the proof of purchase to our store during our business hours for the return. Our staff will assist you with the return process. If you didn’t contact customer service before, you can still bring the item directly to the store.

  4. Inspection and Refund: Once we receive and inspect the returned item in-store, our staff will process the refund to the original method of payment within 7 days, provided the item is in good condition and accompanied by the proof of purchase.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately for assistance. We will work with you to resolve the issue promptly.

Contact Us

If you have any questions or concerns about our return policy, please contact us at (416) 293 6686.

 

Loyalty Program

Coming soon!

Reward points is designed to reward our customers for their ongoing support and encourage repeat business.

 

The policy is as follows:

 

 

  • Accumulating Points: Customers will earn 10 points for every dollar spent at our store. Points will be credited to the customer’s account upon completion of the transaction.

  • Redemption of Points: Once a customer has accumulated 100 points, they may redeem their points for a discount of $1 off their purchase. Points can only be redeemed toward services.

  • Expiration of Points: Loyalty points will expire two years from the date of earning. Customers will receive notifications of impending point expiration.

  • Point Transferability: Points are not transferable and cannot be combined with points from other accounts.

  • Program Changes: We reserve the right to change or modify the loyalty points program at any time without notice.

  • Fraud Prevention: Any attempt to defraud the loyalty points program, including but not limited to the creation of multiple accounts, will result in the immediate cancellation of all points earned and potential legal action.

  • Customer Information: All customer information collected as part of the loyalty points program will be kept confidential and used solely for the purpose of administering the program.

We hope our “Captain Rewards Points” program provides added value and incentives for our customers to continue shopping with us.