Support & FAQ

We ship worldwide from Surrey, British Columbia. That includes all of Canada, the United States, and most international destinations. If your country doesn't appear at checkout, email us and we'll see if we can arrange it.

Shipping is free over a per-zone order threshold. Under the threshold, we charge a flat or weight-based rate:

Thresholds are based on your cart subtotal in CAD. International prices shown on the site are converted automatically by Shopify Markets, but the free-shipping qualifier is the CAD-equivalent order total.

Orders are processed within 1–2 business days from our Surrey, BC studio. We don't ship on weekends or Canadian holidays.

• Canada: 5–10 business days
• USA: 7–14 business days
• International: 10–21 business days

These are estimates from the carrier. Customs inspections and busy seasons (Dec, Lunar New Year) can add a few days.

Yes — you'll receive a shipping confirmation email with a tracking number as soon as your label is generated, usually within the 1–2 day processing window. If you don't see it, check your spam folder before emailing us.

Duties and taxes for orders shipped outside Canada are the buyer's responsibility and are collected by your local customs authority on delivery. They're not included in the price you see at checkout.

All prices on the site are listed in Canadian Dollars (CAD) by default. If you're shopping from another country, Shopify Markets auto-converts prices to your local currency at the current exchange rate — what you see is what you pay.

For Canadian customers, GST (5%) and PST (7% in BC) are added at checkout on top of the listed price. For US and international customers, prices are tax-exclusive at our end; any local sales tax or VAT is handled by your customs authority on import.

Combo deals rotate by day of the week (Pacific Time). On our menu page you'll see today's combo with three pre-picked items at a percentage off. The discount applies automatically when you add the full combo to your lunchbox — no code to type.

Each combo is only valid on its day. If you add a Thursday combo on Friday, the discount code won't be active and you'll pay full price at checkout.

Yes — we wholesale to independent pet boutiques across Canada. Email [email protected] with your store name, location, and a link to your storefront or socials, and we'll send you our wholesale catalogue.

If your order hasn't shipped yet (usually within the first 24 hours), email [email protected] with your order number and we'll do our best to update or cancel it. Once a tracking number has been issued, we can't intercept the package.

All sales are final. For hygiene and pet health reasons, we don't accept returns, exchanges, or refunds on opened or unopened pet products. The only exception is items that arrive defective — see below.

Full policy: chompurr.com/policies#returns.

Email [email protected] within 7 days of delivery with your order number, a short description, and clear photos or a video showing the defect. We'll review within 2 business days and send a replacement or full refund.

If tracking shows "delivered" but you haven't received the package, give it 48 hours — carriers sometimes mark early. After that, email us with your order number and we'll open a carrier investigation. For confirmed lost-in-transit packages, we'll reship or refund.

Our toys are designed for supervised play. They're made from durable plush, fabric, and food-grade materials, but no pet toy is indestructible. Aggressive chewers should be monitored, and any toy showing wear (loose stitching, exposed stuffing, broken squeakers) should be retired.

Catnip products contain dried catnip leaf only — no additives, no preservatives.

Most plush toys can be spot-cleaned with mild soap and warm water, then air-dried. Avoid machine washing — the heat can damage squeakers and embroidery. For catnip and cookie toys, simply replace when they lose their scent or wear out.

Butter Nibbles are plush toys shaped like cookies — not edible. They're made from soft plush exteriors with squeakers inside. When you buy two cookies, a collectible tin is included free.

Each Chick N Chomp drumstick comes with two themed plush bones in the box. You can pick the flavors (Beef, Chicken, Milk) when adding to your lunchbox — the bones are physically included in the package at no extra cost.

Some products show a small cream-and-pink seal with our Chompurr "O" logo in the corner of the photo. That badge marks a Chompurr Original — a toy we designed in-house, from concept and shape to artwork, rather than a curated piece we've hand-picked from another maker. Hover (or tap) the badge on any product to see the note pop up. It's purely a design-origin mark and doesn't change pricing, safety, or shipping in any way.

A few items on our menu are pre-order — they're sold ahead of a production batch. The product page shows the estimated ship date for that batch. We charge at the time of order; your full order (including any in-stock items) ships together when the pre-order arrives unless you ask us to split it.

Four ways:

• Click the Unsubscribe link at the bottom of any newsletter — one click, immediate.
• Visit chompurr.com/newsletter, enter your email, and click Unsubscribe.
• Uncheck the "Email me with news and offers" box at checkout.
• Email [email protected] and we'll remove you within 1 business day.

You'll still get transactional emails (order confirmation, shipping updates) regardless of newsletter status.

No — checkout is guest by default. We don't store payment info on our side; all card processing is handled by Shopify's secure payment gateway.

We work with a small group of ambassadors who genuinely love our products and have an engaged pet community on social media. If that sounds like you, DM us on Instagram @chompurr or email [email protected] with a link to your profile.

Chompurr is a Canadian studio based in Surrey, British Columbia. All our products are designed in Canada and shipped from our Surrey location. See our story for more.