🚨 Service & Shipping Advisory: Please Read Below Before Contacting Our Support Staff

 

PLEASE READ BEFORE INQUIRING:

 

If you placed an order between November 27 – December 7, your order HAS SHIPPED.

 

There was a temporary delay due to a stock shortage, and ALL affected orders from Nov 27 - Dec 7 were shipped on December 8.

 

At this time, the courier is responsible for updating tracking information. We are fully aware that some tracking numbers are currently showing little to no movement. Our support team sees the exact same tracking information that you see and cannot expedite, modify, or force tracking updates, as these are controlled solely by the courier.

 

Please do not email our support team requesting tracking updates. Reaching out will not result in new or different information.

 

All orders placed after December 7, the processing and shipping time has increased from 1-3 business days to 2-5 business days due to the increased holiday volume. 

 

The courier has advised that tracking updates are expected to begin updating soon. Please also note that during the holiday season, tracking scans and updates are frequently delayed.

 

We understand this is frustrating and we appreciate your patience while the courier completes the tracking process.

Contact Us

We're here to help! Whether you have questions about our products, need assistance with your order, or want to share feedback, our customer care team is ready to assist you.

 

Customer Support

Email: support@wagandwhiskers.ca

Response Time: We typically respond to all inquiries within 24 hours during business days.

 

Business Hours

Monday - Friday: 9:00 AM - 5:00 PM (EST)

Saturday: 9:00 AM - 2:00 PM (EST)

Sunday: Closed

 

Please note: We observe major Canadian holidays

 

Frequently Asked Questions

Before reaching out, you might find the answer to your question in our FAQ section. We've compiled the most common questions from pet parents to help you get quick answers.

 

We Value Your Feedback

Your experience matters to us. Whether you want to share a success story, provide suggestions for improvement, or let us know how we can better serve you and your pet, we welcome your input.

 

Wag&Whiskers Customer Care Team
Dedicated to you and your pet's wellbeing

Thanks for contacting us. We'll get back to you as soon as possible.

Frequently asked questions

Have questions? We’re here to help

How long does it take to get a response?

Our team usually replies within 24 hours (often much faster). During peak periods or holidays, responses may take slightly longer.

My tracking hasn’t updated. Should I reach out?

It’s normal for tracking to show no movement for 1–3 business days during transit.

 

 During holidays or peak seasons, carriers often experience delays and slower scans. If it’s been longer than this, feel free to contact us.

Can I change my shipping address?

Yes—only if your order hasn’t been processed yet. Contact us immediately with the correct address.

Can I cancel my order?

If it hasn’t shipped yet, we can cancel it. Once shipped, cancellations aren’t possible.

Do you accept returns?

Yes. For full details, please visit the Returns section in our website menu. If you still need help after reviewing it, contact us with your order number and we’ll guide you through it.

How long does shipping take?

Shipping times vary based on your location and which fulfillment center your order ships from. On average, most orders arrive within 6-10 business days. During holidays or peak seasons, carriers may experience additional delays.