We know you have questions, and we love that you care so much about your furry family members! Here are the answers to the most common things pet parents ask us at Phalam Pet.
Where do you ship and how long does delivery take?
We ship across Canada, and most orders arrive within 5 to 10 business days depending on your location. Remote or northern areas may take a few extra days. Once your order ships, you'll receive a confirmation email with tracking details so you can follow your package every step of the way.
How do I track my order?
As soon as your order is on its way, we'll send you an email with a tracking number and a link to the carrier's tracking page. You can also log into your Phalam Pet account to check your order status anytime. If your tracking info hasn't updated after a couple of days, feel free to reach out to our support team and we'll look into it for you.
Are your products safe for my pet?
Your pet's safety is our top priority, always. We carefully select products from trusted manufacturers and look for items that meet recognized safety standards. That said, we always recommend supervising your pet with any new toy or accessory, and consulting your vet before introducing supplements or health-related products.
Can I return or exchange a product?
Absolutely! If something isn't quite right, we're happy to help. You can request a return or exchange within the timeframe outlined in our return policy, as long as the item is unused and in its original packaging. Just contact our support team and they'll walk you through the process. Please note that certain items, like opened consumables, may not be eligible for return.
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), as well as popular digital payment options like Apple Pay, Google Pay, and Shop Pay. All transactions are processed in Canadian dollars (CAD) and secured with encryption to keep your payment information safe.
Do you offer personalized or custom products?
At this time, we don't offer custom or personalized products. However, we're always expanding our collection based on what pet parents tell us they want, so keep an eye on our new arrivals and sign up for our newsletter to be the first to know if that changes!
Do your smart pet products require a subscription to work?
Great question! Many of our smart products, like app-controlled litter boxes and GPS trackers, offer full core functionality without a mandatory subscription. Some advanced features, such as extended location history or detailed health reports, may have optional premium plans. We recommend checking the product description for specific details so you know exactly what's included before you buy.
What kind of anxiety-relief products do you carry for pets?
We have a dedicated category for pet anxiety relief because we know how much stress can affect our four-legged friends. You'll find calming beds, soothing toys, and other comfort-focused products designed to help anxious cats and dogs feel more at ease. If your pet experiences severe anxiety, we always recommend pairing these products with guidance from your veterinarian.
Can I use your products if I have both cats and dogs?
You sure can! Phalam Pet is built for multi-pet households. We carry a wide range of supplies for both cats and dogs, from everyday essentials to smart tech, all under one roof. Product listings clearly indicate which species they're designed for, so you can shop confidently for every member of your furry crew.
How do I find out about sales and new arrivals?
The best way to stay in the loop is by joining our newsletter. Subscribers get early access to flash sales (we're talking discounts up to 50% off!), seasonal new arrivals, and exclusive offers. You can also follow us on social media for surprise drops and fun pet content that'll make your day a little brighter.