Pet Shop Policies & Returns

A receipt is required for all refunds and exchanges. All merchandise must be in original condition with all original tags and/or packaging. Products must be unworn, unopened and/or unused. Refunds will be issued to the original method of payment. We do not offer refunds, exchanges or guarantees on any opened food of any kind. Digital receipts are kept on file and can be accessed in-store by providing your purchase date.

REFUNDS can be provided within 30 days of purchase. After 30 days items can be exchanged one time or a store credit can be issued. Seasonal merchandise (ie. Christmas products) are generally final sale unless approved by a manager.

DAMAGED MERCHANDISE or products showing signs of wear cannot be returned. Any merchandise eaten, peed on or damaged while shopping in our store will be added to your bill. If you are not prepared to take responsibility for your pet please consider leaving them in the car or home while you shop.

For the safety of you, your pet and our valued customers ALL pets must be leashed while shopping in our store.

 

Special Order Products & Pet Food

Payment is required upfront in full for ALL special order products. Special order products are final sale.

Special order products include but are not limited to:

  • Pet food including kibble and frozen food in specific flavours or bag sizes
  • Locally made items such as bandanas or collars
  • Any other items brought in on behalf of a customer that are not part of our regular inventory

Lead times on pet shop items are between 2-6 weeks. Lead times on locally made products vary, our staff will provide an estimated lead time upon placing your order. Lead times are NOT guaranteed and may be affected by factors such as shipping delays out of our control, current warehouse stock and product availability at the time of order picking. There is no extra fee or charge to special order products.

Contact information is required for all customers including name, phone number and email address.

 

Boou Bakery Order Policies

We require 2 methods of contact for all orders, a phone number and email are preferred.

Orders must be confirmed the day prior to your scheduled pick up date. Customers will be contacted by email or phone. Orders that have a confirmed pick up date will not be remade if the customer changes their pick up time or date.

ABANDONED ORDERS that have not been picked up within 24 hours of the confirmed pick up date, after either a) multiple attempts of rescheduling or b) no contact from the customer will be considered abandoned. A refund will NOT be provided for abandoned orders.

CANCELLED ORDERS can be refunded as long as your order hasn't been started yet. Please call us at 709-834-2668 or email info@booubakery.ca to see about cancelling your order.

All Boou Bakery brand food sales are nonrefundable. This includes mishandling of our fresh products after leaving our store. Please read all instructions and labels provided with product. Many of our products are perishable and must be stored according to package directions to prevent spoilage. We do not provide replacements for spoiled food because of negligence or improper handling by customers.

Custom order products such as cakes and toppers are nonrefundable once started.

 

Pet Shop Perks Program

OPEN FARM Buy 12 Get 1 Free on all kibble or air dried food. Same size and least value free. Purchases expire after 24 months.

BIG COUNTRY RAW Buy 12 Get 1 Free on all 4lb Dinners, 12lb and 18lb Grab-N-Go, XL Boxes or Caravan products. Free item will be lesser than or equal to in value to the least expensive item bought. Purchases expire after 18 months.

FROMM Buy 12 Get 1 Free on all dog dry food. Rotating between flavours encouraged. Purchases expire after 24 months.

The customer's full name, address and email are required at the time of redemption.