Shipping & Return Information

We know shipping options are important for our customers. At RC Pets we are pleased to offer our customers a range of cost effective worldwide shipping options. Please contact Customer Service if you have any questions at 604.325.6695 or toll free at 1.800.681.7940, or via email info@rcpets.com

Shipments are rate shopped for the best shipping option. 

Orders over $500 before taxes get free shipping in continental USA & Canadian Provinces. All of the above applies to our regular customers. This discount & other free shipping offers are not applicable to any accounts with predetermined discounts. Courier estimated delivery time, in business days, is based on receiving your order form by 11am PST, Monday to Friday. These orders will be shipped next day except for circumstances beyond our control. Orders received on Friday after 11am PST will be processed on Monday or the next business day after a holiday. We close on weekends and Canadian public holidays. 

Custom regulations and taxes vary in different countries. For orders to the USA, RC Products will cover all custom charges for orders we ship to you.  RC Products does not hold responsibility nor liability for any damages, delays, losses or confiscation of your order by your custom offices.

Order & Shipping Status FAQ

How do I know if my order has been processed?

When we receive your online order, we will generate an "order confirmation" that will be sent to your email address.

How do I Track My Shipment?

You will receive an email notification once your order has shipped with your tracking link. You can also check the status of a web order under Manage Accounts: Orders (Invoice, Track Orders, Order History). Customer Service is also available to help (info@rcpets.com), please include your order number in the email (found on your receipt or confirmation email). Please note that tracking only lets us see whether a package is in transit and its estimate delivery time, there is no way to tell if a package that is marked 'in transit' has been lost or stolen.

How do I change or cancel my order?

Once an order is placed, it goes to our system right away for shipping. It is very difficult to make changes to or cancel an order. Please double check before submitting your order. If it is within 24 hours, you can contact us and see if there is still time to make changes. Please note that on occasion we do ship orders after the cut off time on the same day.

My store is in the Greater Vancouver Area, may I pick up my order?

The 'Local Pickup' option is for customers who wish to pick up their order in Vancouver, BC, Canada. Please note that pickup orders have a turnaround time of 24hrs. Contact us if you wish to take advantage of local pick up.

What happens to a backorder?

We do our best to keep our items in stock. For some products, if an item is out of stock, we will usually ship within 1 week. Products made overseas may have a longer waiting period. Backordered items will ship the prepaid once they are in stock. At any time, you can instruct us to ship in-stock items, wait for the backordered items or cancel the backordered items. Backorders under $25 will be cancelled.

What if an item is missing from my order?

First, please check your receipt/email confirmation and any emails from us. It is possible the missing item is on backorder. Please contact Customer Service for assistance..

What if I received an incorrect item?

First, please check your receipt/email confirmation to ensure it is an incorrect item. If it is incorrect or if you are not sure, please contact Customer Service for assistance.

Returns and Exchanges

RC Pets is happy to offer an exchange on any current purchased products. To make an exchange, the customer will need to work with Customer Service or their Territory Sales Representative to arrange for the exchange (specifically to confirm the exchange order and to communicate how you will be returning the goods).

For all exchanges please call customer service to provide a tracking number once you have arranged with for shipping.   Customer Service will provide you with shipping instructions as well as an RMA number to put on the box you are sending back.  Once that tracking number is provided to customer service, along with your exchange order, Customer Service will ensure accounting is notified of the exchange so they can release your new product.  

Your exchange order will be shipped immediately.  For term and credit card customers, you will not be charged for the exchange order until the exchange order is received.  At the point the exchange merchandise is received a credit note will be issued for the average purchase price paid.  This credit will then be applied to your invoice and the remainder charged accordingly.  Exchange orders much be of equal, or higher value, to the merchandise being exchanged. 

Exchanged goods must be received with in thirty (30) days or the customers credit card will be charged for the full amount and the credit for the goods received after thirty (30 days) will be  applied to a future invoice once received.