Refund policy

Returns & Refunds

At Urban Tails Where Happy Pets Shop we stand behind the quality of the products we carry and want you to feel confident shopping with us. Please review our return guidelines below.

Food — Cans, Bags & Boxes
Unopened or partially used food products may be returned within 14 days of purchase, provided more than half of the product remains. Products must be returned in their original packaging and condition. Maximum 3 returns per month.

Treat Bar Items
All Treat Bar purchases are final sale. For safety and hygiene reasons, we cannot accept returns or exchanges on loose or unpackaged treats.

Toys

Toys may only be returned in the case of a manufacturer defect. We cannot accept returns for damage caused by chewing or regular play. Please choose toys appropriate for your pet’s size and play style.

Additional Return Guidelines
• A receipt or customer account is required for all returns.
• Bedding, surgical wear, and outerwear are final sale unless defective.
• Sale and clearance items are final sale.
• Shipping charges are non-refundable.
• Lost or stolen deliveries are not eligible for refunds or credits.

In-Store Pickup

Please allow approximately one hour for your order to be processed and packed. If your order is ready sooner, we’ll let you know using the contact information provided with your order.
Orders can be placed through our online shop or by phone at 204-222-8069.

Local Delivery

Free delivery is available throughout Winnipeg and select surrounding areas, including Oakbank, Dugald, and the Town of Birds Hill, on orders of $125 or more before tax.


Same-Day Delivery

Same-day delivery may be available for orders placed before 1 PM. Please confirm availability before finalizing your order. Express delivery fees apply.

Secure Delivery
Secure deliveries require the recipient to provide the PIN associated with the order. If no one is available to receive the delivery or the PIN cannot be provided, the order will not be left and a $20 redelivery fee will apply.
Secure delivery is required for all frozen orders.

Unsecured Delivery

With unsecured delivery, your order will be left at the requested location and the driver will take a photo confirming delivery.

Once an unsecured order has been delivered, Urban Tails cannot assume responsibility for lost or stolen packages. Refunds or credits will not be provided.