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FAQ
Where can I find customer support for a specific product?
Please contact our customer service team by email at: info@fetchandpounce.com
What is Fetch And Pounce’s warranty and satisfaction guarantee?
Fetch and Pounce wants you to be satisfied! If you have any questions or concerns about one of our products, regardless of where you purchased it, please contact our customer service team right away at info@fetchandpounce.com
Why choose www.FetchandPounce.com?
The answer to that question would be a bit long for the FAQ section, try reading our about section. We are a company whose main focus is to bring the best to our dogs, cats and their owners. We aim to celebrate the energy and joy we gain from the unconditional love we receive on a daily basis from our pets. We value quality, the unique and quirky elements of life and feel that the only acceptable level of customer service is exceptional customer service.
Where is www.fetchandpounce.com located?
Fetch and Pounce’s headquarters is located in Ontario, Canada but we are equipped to ship anywhere.
Where can I purchase Fetch and Pounce products?
Fetch and Pounce branded products are currently not available. We are planning to release a line of our own products and will let you know when and where they will be available when ready. Please sign up for our newsletter (using our newsletter sign-up form to the left) and you will be kept up to date on the progress of this project.
I would like to buy from Fetch and Pounce but do not have a PayPal account - are there other payment options?
If you would like to place your order over the phone and pay via certified cheque you may do so. All phone orders will require prepayment prior to shipment but we do offer this option. Please call us locally at 416.789.1110 or toll free at 1.866.705.WOOF (9663).
What are your hours of operation?
Our hours of operation are Monday to Friday, 9:00 am – 5:00 pm (EST)
Can I cancel an order I just placed online?
While we can’t guarantee cancellations made after we have entered and released an order in our order processing window, we will try to process any cancellation requests.
Please promptly send us an email including your name and order number to cancelrequest@fetchandpounce.com and we will endeavour to catch the order. For your convenience, we will send you an email letting you know whether your order cancellation request was successful. It may take a business day to confirm your request.
How do I know everything is in stock?
We do our best to maintain adequate stock levels of all products we offer. From time to time however, due to the popularity of certain items or our suppliers' stock levels, we cannot ship all items to you right away. If an item is our of stock and we cannot ship your order to you within 3 business days, we will contact you via email to determine if you would like us to ship the remainder of your order or wait until all items can be shipped together.
I have a tracking number. How do I know where my package is?
Fetch and Pounce uses Canada Post for shipping. For package tracking assistance please use their website www.canadapost.ca/segment-e.asp or you can call their customer service group. If your are located in Canada, please call 1-866-607-6301 and if you are outside of Canada, please call 1-416-979-8822
Can I pick up my order?
Sorry, we do not allow the pickup of orders. All orders are shipped via Canada Post from our warehouse. We are not set up as a retail outlet.