Frequently Asked Questions
How do I contact Homes Alive Pets?
To contact our Web Customer Service Team use our contact us page. We will respond to you via email. You can also contact a customer service representative by emailing: customerservice@homesalive.ca. For customers who would prefer to phone us please use our toll-free phone line 1–800–839–7232; available 8:00 AM-4:30 PM MST, seven days a week.
Is Homes Alive a secure site for shopping?
You bet. We want to make sure you can relax and enjoy shopping for your furry friends, so we use Secure Server Technology. Secure Server Technology encrypts your personal information so that no one can intercept the information as it travels through the shopping cart network. Your credit card number, e-mail address, and phone number are completely protected.
How do I place my order?
Our website is fully equipped with the tools you will need to place your order. It is open 24/7/365! Once all your desired items are in your cart, you can click on “view and edit cart” to adjust quantities, remove products, apply discount codes as well as estimate your shipping cost! We encourage you to sign in or create an account in order to maximize your Homes Alive Pet perks. This will also give you updated information on the status of each of your orders. Not to mention is it a simple way to track past orders for reference. Our customer service representatives are available to assist with purchases during our online customer service hours (8:00 AM-4:30 PM MST, seven days a week).
How do I place a curbside order?
You can place curbside orders via our website. *Important* Step 1: Please ensure the word "Curbside" is placed in the Company line of your information. Step 2: Use the discount code "Curbside" in the "apply discount code" section of the Payment and Review Page to remove any shipping charges. Step 3: Reply to your confirmation email with your preferred pickup location. Step 4: Please wait for customer service to confirm via email that your order is available for pick up. Following these steps is the only way our team can ensure your order does not get shipped.
How do I track my order?
Once we receive your order and it is set to ship, you will be sent an automated email that contains the link to track your package. This will activate with further delivery details once Canada Post or Fedex picks up our shipment. You can also access this information through your account on the website. You will need to sign in and click “My Orders”.
How do I cancel or change my order after I place it?
If you have changed your mind or made a mistake please let us know as soon as possible. If your order has not been picked up for delivery, we can offer options to get you all your products as efficiently as possible. If your order has already been shipped, please see our Returns and Exchanges page on how we handle returns and exchanges.
How long will it take to process my order?
We aim to process each and every order within 1 to 2 business days. During peak seasons this time can increase to 2-5 days. Unless there is a shortage of inventory we will ship with your selected postal agency within that time.
When will I get an email confirmation?
You will receive an order confirmation upon placing your order. You will receive a shipment notice, and a tracking link when your package has been shipped.
How long does it take for an order to arrive?
Oh, Canada. Our home and native land... is huge. This sometimes makes estimating delivery time difficult. However, on average orders in BC, Alberta, and Saskatchewan will arrive in 2-3 business days. Manitoba and Ontario will usually take 3-5 business days, while Quebec and the Maritimes may take 5-7 business days. Newfoundland & Labrador customers, as well as NWT and Nunavut, can expect shipments to arrive within 7-10 business days. This is not guaranteed, but hopefully, it gives you an idea of what to expect. If we can't ship the order right away due to the product being out of stock, we will email you promptly.
How do I calculate Shipping?
To calculate your subsidized shipping rate you can do so by going into view and edit cart. Each time you add something new to your cart the website will give you the option to Continue Shopping or to View Cart. If you select View Cart you are able to estimate your shipping cost as you go along. The other way of getting to the estimate shipping tool is to click on the cart and select view and edit cart. For any other shipping-related inquiries please see our Shipping Information page.
Do you ship to a PO BOX?
Absolutely. We can ship to any Canada Post Office. Please choose Canada Post shipping options at checkout for PO Box deliveries, FedEx does not deliver to PO Boxes.
Do you ship Internationally?
Unfortunately, at this time we do not ship any orders outside of Canada.
Who delivers my order?
The choice is yours! We offer a variety of shipping options with Canada Post and FedEx.
How will my package arrive?
At Homes Alive, we try to be environmentally responsible. For this reason, many of our packages will arrive on your doorstep in a recyclable box, packed with recyclable material whenever we can. If your order happens to arrive and there is an issue, please contact us 8:00 AM-4:30 PM MST, seven days a week, or email us at customerservice@homesalive.ca. We want to make sure that you are 100% satisfied.
What happens if products are only noted as back-ordered after I place my order?
You did not receive a backorder message in your cart but still received an email? We try hard to prevent back-orders from happening, however, they do occur. When this happens you will get an email from our customer service department explaining the delay in shipping your purchase. They will give you options to choose from to ensure we are still providing you with exceptional service. We hold backorders for a 30-day maximum.
How do I redeem a Homes Alive gift card?
Homes Alive gift cards are not able to be redeemed online at this time. Please contact our customer service team and we can load the gift card onto your online account for you.
What is your Return Policy?
For in-store purchases, you may return eligible items within 60 days of the purchase date. For online orders, you may return eligible items within 60 days of the delivery date. We kindly ask that all items eligible for return are in the condition you received them and in the original box and/or packaging. Visit our return policy for more details.
Why should I register on Homes Alive?
Registering with Homes Alive provides many benefits for you. It gives you more control of your shopping experience. You can subscribe to our newsletter, build a wish list, review past orders, and track your package all through your account! You don't need to sign up for an account to order, but we promise, it’s worth it.
How do I register for Homes Alive?
Ready to sign up? You may either create an account now or during your next checkout process.
Whoops. I’ve forgotten my password. Now what?
If you forgot your password, just click the Forgot Your Password link, and enter the email that you used to set up your account. We will send you an email with a link that will allow you to reset your password.
How do I change my password?
If you wish to change your password, simply log into your account and click the "My Account Information" link in the left column. There you will be able to change your password.
How fresh will perishable items be?
We check the best before-purchase dates on all perishable items to ensure that they have a minimum of 3 months left. The best before purchase date is a reference for us (retailers) to know when to remove products from our shelves, however, the product is still fresh for consumption about 2-3 months after the best before purchase date. If you ever have questions about the freshness of a product we send, please email or call our customer service team.