Store Policy
CUSTOMER CARE POLICY
We strive for excellence and professionalism in providing our customer care. To accomplish this mission, we hold the following values:
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Anticipating the needs of customers and planning accordingly
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Greeting customers promptly, cheerfully, and respectfully
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Listening carefully and giving full consideration to the requests and concerns of our customers
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Communicating honestly, knowledgably, and with understanding
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Providing a follow-through for our customers promptly, responsibly, and efficiently
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Serving with pride, commitment, and with high ethical standard
SHIPPING
In-Store Pick Up
Orders take an hour to be fully processed and packed. In case of any sooner availability we will notify you through provided contact information.
We accept orders through our online store as well as by phone (204-222-8069)
FREE DELIVERY
Delivery is available Winnipeg-wide (including the surrounding areas of Oakbank, Dugald, and the Town of Birds Hill) for orders totaling $125 or more before taxes
(same day shipping does not apply, same fees will be charged for express services).
Orders will be proccess and sent out on the following days:
Wednesdays (6-8 pm)
Sunday (2-4 pm)
We send out all items on the soonest available delivery date. For example, if your order was placed on a Monday, we will deliver it on the Wednesday between 6-8pm. Please specify if you are not available to receive the order on the dates provided. An upcharge of $5 will be placed on top of existing fees for date specific deliveries (other than Wednesdays and Sundays, excluding same day shipping options).
SAME DAY DELIVERY
Same day delivery may be available for orders placed before 1 PM on weekdays. Please confirm availability prior to finalizing order. A standard fee is always applied on express deliveries to help provide quick and efficient service.
SECURE AND UNSECURE DELIVERIES
Secure Deliveries - PIN secure delivery.
For the safety of our customers and their purchases, we require that deliveries are recieved by an individuals with access to the pin provided when the order is placed. We highly recommend this option for all our customers.
Please note that if the person is not home or does not have the PIN when the drivers arrive, the order will not be delivered and is subject to a $20 redelivery fee.
This option is mandatory for all frozen orders*
Unsecured deliveries - are those delivered to the address specified and left in the area requested. A photo proving delivery is taken by the driver at the time of delivery.
Once delivered we assume no legal responsibility for any lost or stolen orders. No refunds or credits will be provided.
RETURN AND REFUND POLICY
At Urban Tails we, we stand behind the quality of the products we offer and want to ensure our customers have a great shopping experience. Please read our return guidelines carefullyy:
FOOD (Cans, Bags, and Boxes)
Unopened or partially used food products (canned, bagged, or boxed) may be returned within 14 days of purchase only if more than half the product remains. Items must be returned in their original packaging and condition.
TREAT BAR ITEMS
All Treat Bar purchases are final sale. For safety and hygiene reasons, we do not accept returns or exchanges on loose or unpackaged treats.
TOYS
Toys may be returned only in the case of a manufacturer defect. We cannot accept returns on toys damaged by pets with strong chewing habits. Please choose toys appropriate to your pet's size and play style.
All returns require a receipt;
No refunds or exchanges on bedding, surgical wear or outerwear, unless defective;
All sale and clearance items are final sale; and
Shipping charges are non-refundable,
Payment Methods
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Debit
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Credit
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Cash
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Online Shop