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Frequently Asked Question

Ordering

How do I contact customer service?

You can call customer service by email at service@bernardandkitty.com. One of our dedicated customer service representatives will reply to you. We will respond within 24 hours, but we respond to 99% of all emails within 4 hours.

You can also direct message us from your favourite social media platforms:

  • Facebook: www.facebook.com/bernardandkitty/
  • Instagram: www.instagram.com/bernardandkitty/
  • Twitter: @BernardandKitty

Alternatively, you can call us at 1-833-4BK-PETS (1-833-425-7387).

Can I cancel or change my order after I place it?

Of course you can! You can change order at any time as long it hasn't been shipped. Send us an email at service@bernardandkitty.com if you change your mind about your order.

How can I check on the status of my order?

You will receive an order confirmation via email after placing your order. As soon as your order is packed and leaves our warehouse, you will receive another email with your tracking number. The tracking number allows you to see the status of your shipment in real time.

If you have an account set up, you can check the status of your order by logging into your account. Once logged into your account, click the "My Orders" link. From there, you will be able to monitor the progress and status of all orders.

You can also email at service@bernardandkitty.com.

What payment methods do you accept?

We accept Visa and Mastercard at this time. We will be adding additional payment methods shortly.

In what currency do you sell your products?

We sell our products in Canadian dollars. We do not sell products in multiple currencies at this time.

When will my credit card be charged?

Your credit card will be charged once your order is placed.

How do I cancel or change an order?

You can cancel or change your order and obtain a refund at any time BEFORE we ship out your order. Please Email Us or call our customer service.

Do you have a brick and mortar location where I can pick up my order?

We plan on opening a retail location in the very near future. At this moment, we are an internet only organization.

 

Shipping & Delivery

When will you ship my order?

Most order ship the next business day from the day of your purchase. You will receive a shipping confirmation and tracking number by email as soon as we ship your order.

How much does shipping cost?

We offer free shipping to most cities across Canada on orders over $45. Please go to our Shipping Policy for detailed information. We do not ship outside of Canada at this time.

How do you ship my order?

We ship most orders using Canada Post and FedEx. In some cities, we can offer superior services by using independent couriers

Do you ship to PO Box addresses?

Yep. We ship to PO Box addresses located in Canada.

Do you ship outside of Canada?

We do not ship outside of Canada at this time.

 

Returns

What is your return and exchange policy?

We proudly offer a hassle-free 90 day return policy on all our products. You can

What can I do if I receive damaged or defective items?

In the unfortunate event you receive damaged or defective items, simply report the incident by emailing service@bernardandkitty.com within 7 days of receiving your order.