Shipping policy
**IMPORTANT**
We would like to inform you that due to the ongoing strike at Canada Post, we are experiencing a high demand for delivery services through Purolator, which may cause delays. While the majority of packages are delivered within our usual timeframe of 3 to 5 business days, some shipments may take longer. These delays are beyond our control and may vary depending on the circumstances related to the strike.
We want to emphasize that we are closely monitoring all shipments and are doing everything we can to ensure your packages arrive as quickly as possible.
We understand that your pet depends on our product for its nutrition. For any shipping issues with your order, please contact us at [email protected], and we will follow up with Purolator.
CARRIERS
At Wilder Harrier, we strive to provide our customers with the best shipping experience. We exclusively use Purolator as our carrier.
ORDER PROCESSING
All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receipt of your order. You will receive an email notification when your order is shipped, along with a tracking number that you can check at any time.
SUBSCRIPTIONS
For subscriptions, you will receive an email notification 5 days before your order is processed in our system. You will then have the option to pause your order, reschedule it for another date, or cancel it. The responsibility for managing the subscription lies with the user.
SHIPPING FEES
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CANADA
Orders of $75 or more (CAD): Free Shipping Orders of $74.99 or less (CAD): Shipping fee of $8
Shipping fee of $15 |
Orders of $75 or more (CAD): FREE Shipping Orders of $74.99 or less (CAD): Shipping fee of $6
Shipping fee of $15 |
RESTRICTIONS
We cannot ship to P.O. boxes.
In rare cases, we reserve the right to request an additional payment for shipping if the fees significantly exceed the average amount we commit to covering.
TRACKING AND SHIPPING DELAYS
You can track your package at any time by clicking the link in the shipping confirmation email. If your shipment is sent in multiple boxes, you will receive several tracking numbers.
Please note that it may take up to 24 hours for the tracking information to be updated by the assigned carrier. Follow the tracking instructions to access delivery details. Your package will be left at your door.
Please wait 5 days after the tracking indicates that the package has been delivered before contacting us regarding any shipping issues. Note: we are not responsible for delays caused by the carrier.
We understand how frustrating shipping delays can be, especially when your pet relies on our food to maintain their well-being. Please don’t hesitate to contact us at [email protected], and we will do our best to resolve the issue.
MY TRACKING NUMBER IS PROBLEMATIC AFTER 6 DAYS
If there are issues with your shipment through Purolator (e.g., "pending," "no tracking," "in transit"), we will reach out to Purolator to request an investigation.
We will proceed with a new order on your account as per your instructions to ensure your pet has food. A signature request may be added. In accordance with applicable law, we will issue a refund for your lost order within 30 days if your package has still not arrived.
UNCLAIMED PACKAGES
Orders are typically shipped directly to your door without requiring a signature. Please let us know any specific delivery instructions at [email protected]. We cannot be held responsible for returned packages if these instructions were not provided. Any unclaimed package returned to the sender will be refunded minus the shipping fees incurred.
YOUR PACKAGE IS AT A PICKUP POINT
If the carrier is unable to leave the package at your door, they will direct you to a pickup point where you can retrieve your package. It is the customer's responsibility to pick up the package within the specified timeframe. If the package is returned to us, a refund will be issued, less the shipping fees incurred. We are not responsible for Purolator’s decision to leave your package at a pickup point.
THE PACKAGE WAS DELIVERED, BUT I DID NOT RECEIVE MY ORDER
Please wait 5 days after the tracking indicates that the package has been delivered before contacting us at [email protected] for any shipping issues. Note: we are not responsible for delays caused by the carriers.
We will reach out to Purolator to request an investigation.
We will proceed with a new order on your account as per your instructions to ensure your pet has food. A signature request may be added. In accordance with applicable law, we will issue a refund for your lost order within 30 days if your package has still not arrived.