Refunds & Returns

Last updated: June 6, 2026

Overview

Mutts & Mousers takes care in preparing, packing, and arranging delivery for orders so they arrive in appropriate condition and presentation. This policy explains how damaged, missing, delayed, undeliverable, substituted, customized, or otherwise disputed orders are reviewed, and outlines situations where refunds, replacements, credits, or other resolutions may not be available.

Mutts & Mousers products may include pet gift baskets, dog gifts, cat gifts, bakery-made pet treats, toys, accessories, personalized messages, custom gift details, optional owner add-ons, alcohol where available and permitted, perishable items, seasonal items, specialty goods, or third-party branded products depending on the product selected.

Because many orders are prepared for a specific recipient, pet, occasion, delivery address, and delivery date, eligibility for a refund, replacement, credit, re-delivery, or other resolution depends on the order condition, delivery outcome, product type, customization status, delivery information provided, and supporting documentation.

Damaged or Missing Items

If an order arrives damaged, defective, or missing items, the issue must be reported by the purchaser or recipient within the applicable timeframe:

Perishable, bakery-made, or fresh items: within 24 hours of delivery
Non-perishable items: within 5 days of delivery

Clear photos of the damaged item or items, the full gift presentation, and the original packaging may be required so customer service can properly assess the issue. For missing item claims, we may also request photos of the full received order and packaging.

Once the required information is received, customer service will review the claim and respond as soon as reasonably possible. Where appropriate, Mutts & Mousers may offer a replacement, store credit, refund, partial refund, re-delivery, or other resolution based on the order condition, delivery outcome, product type, customization status, and supporting documentation.

Refund, Replacement, or Credit Eligibility

Refunds, replacements, credits, or other resolutions may not be available in the following situations:

Perishable, bakery-made, or fresh items affected by delivery delays caused by incorrect information, recipient unavailability, failed access, or circumstances outside our control
Orders affected by incorrect, incomplete, or outdated recipient names, delivery addresses, phone numbers, unit numbers, buzzer codes, building access details, or delivery instructions
Orders that cannot be delivered because of recipient unavailability, refused delivery, restricted access, business closure, secure building access, concierge refusal, hospital or institution restrictions, or similar circumstances
Orders marked as delivered where proof of delivery, courier confirmation, carrier scan, building acceptance, concierge receipt, or other delivery confirmation has been obtained
Customized or personalized items, including custom pet gifts, custom builder orders, personalized messages, or gifts prepared based on specific pet or recipient details
Change of mind after an order has been placed
Personal taste, preference, pet preference, or owner preference
Pet refusal, dislike, chewing habits, dietary sensitivity, allergy, or other individual pet response not caused by a confirmed product issue
Substitutions made in accordance with our substitution standards
Situations where perishable items are substituted with suitable alternatives at our discretion to protect quality, support successful fulfillment, or maintain gift intent
Delays or delivery issues caused by weather, traffic, courier disruptions, carrier delays, building access limitations, security procedures, public emergencies, holidays, peak-volume periods, force majeure events, or other circumstances beyond our control
Alcohol or restricted products that cannot be delivered because of failed age verification, recipient unavailability, refusal, restricted delivery rules, or applicable legal requirements

Substitutions made in accordance with our substitution standards are not considered defects when the overall intent, value, pet-appropriateness, and presentation of the product are maintained.

Substitutions

Because products may include bakery-made items, pet treats, toys, accessories, seasonal items, specialty goods, owner add-ons, alcohol where available and permitted, or third-party branded products, substitutions may be made when necessary.

When substitutions are made, Mutts & Mousers aims to maintain the overall intent, value, pet-appropriateness, and presentation of the selected gift. Substituted items may differ from the product image, description, flavour, brand, colour, size, packaging, or exact contents shown on the website.

Substitutions do not automatically qualify an order for a refund, replacement, or credit when the overall gift intent, value, pet-appropriateness, and presentation are maintained.

Returns

Orders are prepared specifically for each customer, recipient, pet, delivery date, and occasion. Many items cannot be reused or resold. As a result:

Perishable, bakery-made, fresh, or food items cannot be returned
Opened, used, damaged, partially consumed, or handled items cannot be returned
Customized or personalized items may not be eligible for return
Seasonal, holiday, alcohol, restricted, or specialty items may not be eligible for return
Refused deliveries are treated as undeliverable orders and may not be eligible for refunds
Returned or refused orders may be discarded, donated, held, or handled at our discretion depending on product condition, safety, perishability, and applicable requirements

Re-Delivery and Re-Shipping

If an order cannot be delivered due to customer or recipient circumstances, re-delivery or re-shipping may be offered at the purchaser’s expense where available and operationally feasible.

Re-delivery or re-shipping fees depend on the product type, destination, delivery method, timing, courier availability, and service area
Perishable, bakery-made, fresh, customized, or time-sensitive items may require remaking, replacement, or repacking, and customers may be charged for associated costs when items cannot be reused or resold
Re-delivery is not guaranteed and depends on product condition, delivery availability, recipient availability, and applicable delivery requirements
Same-day re-delivery may not be available, even in same-day eligible areas

Canada-Wide Delivery and Same-Day Eligible Areas

Mutts & Mousers offers delivery across Canada. Same-day delivery is available in the Greater Toronto Area and Greater Vancouver Area for eligible gifts. Available delivery options are shown at checkout based on the selected gift, delivery address, timing, product eligibility, customization details, courier availability, and service area.

Same-day delivery is not available for every product or every address. If same-day delivery is available for an order, it will appear as an available option at checkout before the order is placed.

Delivery dates, delivery windows, shipping times, same-day availability, and transit times are estimates only and are not guaranteed unless expressly confirmed in writing by Mutts & Mousers.

Office, Building, and Managed Property Deliveries

For offices, institutions, apartments, hotels, condominiums, gated communities, hospitals, campuses, commercial buildings, and managed properties, delivery may be completed at a reception desk, mailroom, concierge, security desk, front desk, loading area, delivery room, or other location accepted by the building, carrier, courier, or delivery partner.

Once an order has been accepted by a building representative, front desk, concierge, security desk, mailroom, reception area, or other authorized receiving location, the order may be considered delivered. Mutts & Mousers is not responsible for internal building handling, routing, delays, loss, refusal, or recipient pickup after delivery has been completed to an accepted building location.

Recipient Unavailability and Incorrect Information

The purchaser is responsible for providing accurate recipient, delivery, and contact information. This includes recipient name, full delivery address, unit or suite number, buzzer code, phone number, delivery instructions, business name, building access details, and any relevant timing information.

If the recipient is unavailable or the delivery information is incorrect, incomplete, inaccessible, or outdated, the order may be delayed, returned, held, re-delivered, discarded, or considered undeliverable depending on the product type, delivery method, and delivery partner procedures. Refunds, replacements, or credits may not be available in these circumstances.

Alcohol and Restricted Items

Some products or add-ons may include alcohol or other restricted items where available and permitted by applicable law. Alcohol, where available, is intended only for pet owners or adult recipients and is never intended for pets.

Orders containing alcohol or restricted items may be subject to additional delivery requirements, including adult signature, age verification, valid government-issued identification, recipient availability, or local delivery restrictions.

If an alcohol or restricted item cannot be delivered because of failed age verification, recipient unavailability, refusal, missing identification, delivery restrictions, or applicable legal requirements, the order may not be eligible for refund, replacement, credit, re-delivery, or re-shipping. Additional fees may apply where a second delivery attempt or order adjustment is available.

Cancellations and Order Changes

Orders begin processing shortly after payment is submitted. Customers should contact customer service promptly after placing an order if an address change, correction, cancellation, product change, delivery update, gift message correction, or customization update is needed.

Changes cannot be guaranteed once preparation, customization, fulfillment, shipping, or delivery coordination has begun
Once an order has shipped or been assigned for delivery, address changes or cancellations may no longer be possible
Customized, personalized, bakery-made, perishable, same-day, seasonal, or time-sensitive orders may have limited or no cancellation availability once processing has begun
During peak periods, holidays, or high-volume delivery dates, additional notice may be required and changes may not be available

If a cancellation is approved, any refund, credit, or adjustment will be determined at the discretion of Mutts & Mousers based on order status, preparation progress, product type, and costs already incurred.

Events Beyond Our Control

Mutts & Mousers is not responsible for refunds, replacements, credits, non-delivery, failed delivery attempts, delays, product condition changes, or service interruptions caused by circumstances beyond our reasonable control.

Such circumstances may include weather, traffic, courier or carrier disruptions, labour disruptions, public emergencies, natural disasters, road closures, building access restrictions, security procedures, incorrect or incomplete delivery information, recipient unavailability, technology outages, payment processing issues, supplier shortages, force majeure events, or other events outside our reasonable control.

How to Report an Issue

To report an order issue, please contact customer service through the contact methods listed on this website. You may also use the support widget or call customer support at 888-887-4284.

When contacting us about a damaged, missing, delayed, or disputed order, please include:

Your order number
The purchaser name and contact information
The recipient name and delivery address
A clear description of the issue
Photos of the product, packaging, and delivery condition where applicable
Any relevant delivery, access, or recipient details

Mutts & Mousers may require this information to review the issue and determine whether a replacement, credit, refund, re-delivery, or other resolution is appropriate.

Questions or Support

For assistance with an order, please contact customer service through the Contact Us page on this website, use the website support widget, or call customer support at 888-887-4284. Additional delivery-related questions may also be answered on our FAQ, Delivery Areas, Same-Day Delivery, or Order Tracking pages.