Frequently Asked Questions

On weekdays, in-stock merchandise is shipped the same day if received by 12:00 pm EST. Orders received after that, or on weekends or holidays, are shipped the next business day.

Orders are shipped either by Courier ie. Purolator, CanPar, UPS etc. or our Discounted Service --- the choice is yours!

For delivery by Courier, you pay the actual charges (with some exceptions as noted below) based on a 1 kG package [2.2 lbs] shipped via ground service, plus a nominal $1.00 service charge to cover the cost of insurance and packing materials. We pay any additional charges.

For our Discounted Service (your best value), shipping on orders under $100.00 is just $13.95 to most locations in Canada, except as noted. For orders between $100.00 and $150.00 the rate is $9.95, for orders between $150.00 and $200.00 the rate is just $4.95 and for orders over $200.00 the shipping is FREE. The more you order the more you save! The delivery standard for this service is between 1 to 7 business days between all major centers.

The flat rate shipping cost used as well as our contribution towards that cost, is usually sufficient to cover the cost of shipping however if you are located in a remote or air stage area, additional shipping charges may apply. In those circumstances we'll contact you regarding any additional cost so you can decide whether to proceed with your order or not. Otherwise we'll just get the order in its way to you.

NOTE: Additional Shipping Charges apply to orders being shipped to the NWT, YK, NU and some rural or remote locations in Canada as well as on over sized or heavy items. Those heavy or over sized items are indicated by the on the individual product pages. Items eligible towards our FREE shipping program are shown as follows: .

At the present time we are only shipping within Canada.

== Regular Hours We are available by phone or email between 9:00 am and 5:00 pm EST on weekdays and between 10:00 am and 1:00 pm on Saturdays. Those wanting to pick up orders should call or email to make arrangements. == Holiday Hours We are closed on all Ontario Statutory holidays: New Years Day, Family Day, Good Friday, Victoria Day, Canada Day, the Civic Holiday, Labour Day, Thanksgiving Day, Christmas Day, Boxing Day.

We are no longer open to the public but orders can be picked up by special arrangement. Please email [service@mops.ca] or call [888-648-6677] for details.

Simply visit our on-line store or call our toll-free number during regular business hours (see below). Our address, telephone, and e-mail information is as follows:

Mail Order Pet Supplies, Inc.
Ancaster, ON
L9G 2K5

Orders -Toll Free # : 1-888-648-MOPS
Other Calls: 1-905-648-8952
E-Mail: service@mops.ca

Email Money Transfer [EMT] is our perferred method of payment and we offer customers a discount for using that payment method. Otherwise you can pay by American Express, MasterCard, VISA and PayPal.

There is no minimum required for orders being shipped anywhere in Canada, however, since our shipping rates decline as the valve of your order increases you might want to bulk your orders or combine them with a friend to take advantage of that.

Yes, we match prices with other legitimate Canadian retailers provided those retailers have an established business in good standing and enjoy a favorable customer reputation. Call us at 1-888-648-6677 to see if we'll match a particular retailer. Our goal is to offer reasonable prices for all of the products that we sell so if our prices are off the mark we want to know why --- you should probably know why too!

Yes we have a 30 day Price Guarantee. If you find yourself in the frustrating position of having just purchased an item from us and the price of that item drops, don't worry. Just email us within 30 days of your original purchase date and we will happily issue you a store credit for the difference.

If there is something you want and you don't see it listed, please call or e-mail us with the name of the product and the manufacturer and we'll do what we can to get it for you. We have access to many products that have not found their way to our website yet.

If you happen to order something that is not in stock or we purposely don't stock, we'll let you know shortly after your order is received. We try to avoid stocking items that are either heavy or slow moving, especially those items that a supplier will ship for us. This avoids the shipping cost to get an item here and in turn to ship it to you. That, together with the lower carrying costs keeps our prices down and allows us to pass those savings along to our customers.

If you are receiving an error message when you are trying to use a coupon it generally means that the coupon is not valid for one or more of the items you're trying to purchase. Usually this happens when you are purchasing an item that is on sale already. Our coupons can't be combined with any other discount, special offer or coupon. For help, please call (888-648-6677) or email us at service@mops.ca.

Should you find it necessary to return an item, please call us first. All returns should be properly packaged to avoid damage and should include all original boxes and paperwork to receive a refund, replacement or credit. Shipping fees are not refundable, unless, of course, you are returning defective merchandise or merchandise we sent in error.

Please keep all warranties and/or owners manuals you receive with your merchandise. In the event an item becomes defective or just doesn't live up to your expectations refer to that material for warranty information. Most manufacturers insist on handling any warranty issues themselves. Of course if we can help in getting you a sales receipt, please don't hesiate to ask.

All prices are quoted in Canadian dollars.

Price changes are kept to a minimum, however, due to the realities of the market and occasional mistake that finds it's way on to our website we reserve the right to change prices without notice. Price reductions, are of course, passed on promptly.

Please send your comments or suggestions to service@mops.ca.