Everything You Need to Know
Clear information about delivery, local pickup, raw food replacements, returns, refunds, and the Captain K9 loyalty program.
Explore Our PoliciesCaptain K9 Delivery Routes
Frozen raw food is delivered through scheduled routes across the Greater Toronto Area and selected surrounding communities. Enter your complete address and postal code at checkout to confirm delivery availability, pricing, and the next available route for your location.
Saturday & Sunday Deliveries
Serving eastern and central Toronto, including North York, Midtown, Downtown, East York, Markham, Scarborough, Richmond Hill and Durham Region.
Delivery timing may vary by destination. Current rates, free-delivery eligibility, and available methods will appear at checkout.
Markham
- Minimum Order
- No minimum
- Free Delivery
- Orders of $200+
Scarborough
- Minimum Order
- No minimum
- Free Delivery
- Orders of $200+
Richmond Hill / Thornhill
- Minimum Order
- $150
- Free Delivery
- Orders of $250+
Pickering / Ajax / Whitby
- Minimum Order
- $200
- Free Delivery
- Not available
Thursday & Sunday Evenings
Serving western North York, Vaughan, King City, Etobicoke, Mississauga, Brampton, Oakville, Burlington and selected northern communities.
Orders received before 9:00 PM on a scheduled delivery day will be included on that evening’s route whenever possible.
Orders received after 9:00 PM will be scheduled for the next available Thursday or Sunday evening route.
Weston, Keele, Wilson, Downsview and surrounding areas
Scheduled Thursday or Sunday evening route
Scheduled Thursday or Sunday evening route
Scheduled Thursday or Sunday evening route
Stouffville, Aurora, Newmarket and East Gwillimbury
Scheduled regional delivery route
Schomberg, Cookstown, West Gwillimbury, Tottenham, Beeton and Alliston
Pickup Means Customer Collection
Selecting Local Pickup means the order will be collected from Captain K9. Delivery is not included with this option.
One Business Day When Available
Priority Delivery may appear during checkout for selected areas. This service is subject to driver availability and is separate from scheduled routes.
Delivery Timing May Be Confirmed
During warmer weather, Captain K9 may confirm delivery timing before dispatch to help protect the quality of frozen and fresh products.
40 lb Bulk Orders Are Freshly Prepared Every Saturday
Unlike our regular frozen inventory, every 40 lb bulk raw food order is freshly cut and prepared every Saturday to ensure maximum freshness, consistency, and quality.
Weekly Production Schedule
40 lb bulk raw food orders received from Sunday through Friday will be freshly cut and prepared on Saturday, then delivered on Sunday.
Orders Received After Friday
Orders placed on Saturday or Sunday will be included in the following Saturday’s production cycle and delivered the following Sunday.
Preparing 40 lb bulk orders fresh every week allows Captain K9 to maintain consistent quality while ensuring every bulk order is cut specifically for our customers rather than stored after preparation.
When a Replacement May Be Requested
Please inspect your order as soon as it is received. Replacement requests must be submitted within two days of delivery and must meet the conditions outlined below.
Product Damaged During Delivery
A replacement may be requested when a product has sustained damage during the shipping or delivery process.
Incorrect Product Received
Contact Captain K9 when the product received does not match the item included in the confirmed order.
Thawing or Spoilage Concerns
Replacement requests may be reviewed when there are concerns about thawing, spoilage, or product quality at the time the order is received.
Requests received after the two-day replacement period may not be eligible for review.
Keep the Product in Its Original Condition
To remain eligible for replacement, the product must be kept in its original packaging and frozen condition while the request is being reviewed.
Original Packaging
Keep the product inside its original packaging.
Unbroken Seal
The original product seal must remain intact.
Frozen Condition
The product must remain in its original frozen condition.
A Product of Equal Value Will Be Supplied
Approved requests will be fulfilled with a replacement product of equal value.
When a Replacement Cannot Be Accepted
Improper Storage or Misuse
Quality concerns caused by incorrect storage, handling, or misuse by the customer are not eligible for replacement.
Requests Submitted Late
Requests submitted after the two-day replacement period has passed may not be accepted.
Contact
Captain K9
Please include your order details and a clear description of the concern when contacting us.
This policy may be updated from time to time. Nothing in this policy is intended to limit any rights available under applicable law.
A Clear and Simple Return Process
We want you to feel confident about every purchase. Eligible items may be returned in-store within seven days, provided they meet the conditions outlined below.
Before Bringing Your Item Back
Please confirm that the item meets all three requirements before requesting a return.
Unused & Unopened
The item must be unused, unopened, and in its original condition.
Within 7 Days
The return request must be made within seven days of the original purchase date.
Proof of Purchase
A receipt or order-confirmation record must be provided with the returned item.
The seven-day return period begins on the original purchase date. Items brought back after this period may not be eligible for return.
How to Complete Your Return
Calling ahead is optional. Eligible products may also be brought directly to the Captain K9 store during regular business hours.
Contact Customer Service
Call (416) 293-6686 before visiting if you have questions or would like assistance confirming your return eligibility.
Pack the Item
Keep the item in its original packaging and bring your receipt or order confirmation.
Visit Captain K9
Bring the item and proof of purchase to the store during business hours. Calling ahead is not required.
Inspection & Refund
Once the item has been inspected and approved, the refund will be returned to the original method of payment within seven days.
Returned to the Original Payment Method
Refunds are processed after the item has been inspected in-store and confirmed to meet the return requirements.
Contact Us Immediately
If an item arrives damaged or appears defective, contact Captain K9 as soon as possible. Our team will review the concern and work with you toward an appropriate resolution.
Loyalty
That Rewards You
The Captain K9 Loyalty Program rewards registered customers with points on eligible online purchases. Points may be redeemed for selected products, discounts, and exclusive promotional offers.
Earn ten points for every eligible dollar spent through the Captain K9 website.
Eligible points are generally added to the member’s account within 48 hours of purchase.
The current policy states that unused points remain valid for one year.
Join, Earn and Redeem
Membership is free. Create a Captain K9 account, enrol in the program, and start earning points on eligible online purchases.
Create an Account
Register on the Captain K9 website and provide accurate, complete account information.
Make Eligible Purchases
Earn points when purchasing eligible products online while logged into your account.
Watch Your Balance Grow
View your points balance and transaction history through your Captain K9 account.
Redeem Your Rewards
Use available points for eligible products and offers listed through the Captain K9 rewards system.
Eligible Online Product Purchases
Members earn points on eligible products purchased through the Captain K9 website while signed into their loyalty account.
Taxes, Delivery and Coupon Purchases
Points are not earned on shipping or delivery fees, taxes, or purchases made using coupons.
More Than Product Rewards
Redeem Eligible Products
Use points toward products made available through the Captain K9 redemption page.
Exclusive Offers
Members may receive special discounts, bonus-point events, and members-only promotions.
Shop Selected Offers First
Loyalty members may receive early access to sales, new products, and special releases.
Manage Everything From Your Account
Members are responsible for keeping account information accurate and protecting access to their Captain K9 account.
Check Your Points
Log in to review your available balance and points transaction history.
Update Your Details
Keep your name, email address, and other membership information accurate and current.
Fair Program Use
Membership may be suspended or terminated where fraud, abuse, or a violation of program terms is reasonably suspected.
Important Details
No Cash Value
Points cannot be exchanged for cash and cannot be transferred to another member.
Reward Values May Vary
Captain K9 determines the number of points required for each product, discount, or promotional offer.
Program Changes
Captain K9 may modify, suspend, or end the program. Material updates will be posted on the Captain K9 website.
Start Earning With Every Order
Create an account or log in to view your available rewards and points balance.
