Frequently Asked Questions
Where is my order?
Once your order has shipped, you’ll receive a confirmation email with tracking information. You can also track your order through your order history page.
How long will it take for my order to be processed?
In-stock orders are typically processed and shipped within 1–2 business days after confirmation. Processing times may be longer during weekends or holidays.
What payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, and Shop Pay through Shopify.
What are the shipping costs?
|
Shipping Area |
Value of the Order |
Shipping Cost (Order under $89 or $150) |
|
Ontario |
Free over $89 CAD |
$8.99 CAD |
|
Canada |
Free over $150 CAD |
$15.99 CAD |
|
US |
Free over $150 USD |
$15.99 USD |
Do you ship outside of Canada?
Yes — we currently ship across Canada and the United States.
Are duties included for US orders?
Yes — duties and taxes for US shipping are included at checkout, so there are no surprise fees upon delivery.
Where are your products from?
We carefully curate products from Korea, Germany, Japan, and other trusted pet brands around the world. Many of our products are inspired by modern Korean pet lifestyles and designed for everyday comfort and functionality.
Do you offer local pickup?
Yes — local pickup is available in Markham, Ontario. Pickup instructions will be provided after your order is confirmed.
Do I need to pay for return shipping?
Customers are responsible for return shipping costs unless the item arrives damaged or incorrect.
Can pre-order items be refunded or exchanged?
Pre-order items are final sale and cannot be refunded or exchanged unless the item arrives damaged or incorrect.
Are GranataPet products available in Canada?