Frequently Asked Questions

How do I contact Homes Alive Pets?

To contact our Web Customer Service Representative use our  contact us page . We will respond to you via email. You can also contact the customer service representative by emailing: customerservice@homesalive.ca. For customers who would prefer to phone us please use our toll-free phone line 1 – 800 – 839 – 7232; Available Monday to Friday 8:30AM-5:00 PM MST.

Is Homes Alive a secure site for shopping?

You bet. We want to make sure you can relax and enjoy shopping for your furry friends, so we use Secure Server Technology. Secure Server Technology encrypts your personal information so that no one can intercept the information as it travels through the shopping cart network. Your credit card number, e-mail address, and phone number are completely protected.

How do I place my order?

Our website is fully equipped with the tools you will need to place your order. It is open 24/7/365! Once all your desired items are your cart, you can click on “view and edit cart” to adjust quantities, remove products, apply discount codes as well as estimate your shipping cost! We encourage you to sign in or create an account in order to maximize on Homes Alive Pet perks. This will also give you updated information on the status of each of your orders. Not to mention is it a simple way to track past orders for reference. Our customer service representative is available to assist with purchases during our online customer service hours. (Monday-Friday:8:30AM-5PM MST)

How do I track my order?

Once we receive your order and it is set to ship, you will be sent an automated email that contains the link to track your package. This will activate with further delivery details once Canada Post or Fedex picks up our shipment. You can also access this information through your account on the website. You will need to sign in and click “My Orders”.

How do I cancel or change my order after I place it?

If you have changed your mind, or made a mistake please let us know as soon as possible.  If your order has not been picked up for delivery, we can make a change for you. If your order has already been shipped, please see our Returns and Exchanges page on how we handle returns and exchanges

How long will it take to process my order

We aim to process each and every order between 1 to 2 business days. Unless there is a shortage of inventory we will ship with your selected postal agency within that time.

How long does it take for an order to arrive?

Oh Canada. Our home and native land... is huge. This sometimes makes estimating delivery time difficult. However, on average orders in BC, Alberta, and Saskatchewan will arrive in 2-3 business days. Manitoba and Ontario will usually take 3-5 business days, while Quebec and the Maritimes may take an 5-7 business days. Newfoundland & Labrador customers, as well as NWT and Nunavut can expect shipments to arrive within 7-10 business days. This is not guaranteed, but hopefully it gives you an idea of what to expect. If we can't ship the order right away due to the product being out of stock, we will email you promptly.

How do I calculate Shipping?

To calculate your subsidized shipping rate you can do so by going into  view and edit cart . Each time you add something new to your cart the website will give you the option to Continue Shopping or to View Cart. If you select View Cart you are able to estimate your shipping cost as you go along. The other way of getting to the estimate shipping tool, is to click on the cart and select “View and Edit Cart”. For any other shipping related inquiries please see our Shipping Information page.

Do you ship to a PO BOX?

Absolutely. We can ship to any Canada Post Office.

Do you ship Internationally?

Unfortunately, at this time we do not ship any orders outside of Canada.

Who delivers my order?

The choice is yours! Nearly all of our shipments are delivered by Canada Post. However, we do offer choices with FedEx. FedEx is also who handles our large/heavy orders.

How will my package arrive?

At Homes Alive, we try to be environmentally responsible. For this reason, many of our packages will arrive on your doorstep in a recycled box, packed with recycled material whenever we can.If your order happens to arrive and there is an issue, please contact us Monday—Friday 8:30AM to 5PM MST, or email us at customerservice@homesalive.ca. We want to make sure that you are 100% satisfied.

Is a signature required to receive my order?

All orders under $150 do not require a signature unless your specify during checkout. If your order is over $150, and you would like us to NOT require a signature, please just let us know. This is for your safety and to protect your valuable purchase.

What if a product is on back order or out of stock?

If an item happens to be out of stock or back-ordered when you place your order, there will be a notice in your shopping cart. You may continue to place the order, and we will contact you within 24 hours with options to either wait for the items to arrive, or cancel the item. Most back-ordered items are ordered weekly, so the wait time will usually be less than 5 business days.

What happens if products are only noted as backordered after I place my order?

You did not receive a back order message in your cart but still received an email? We try hard to prevent back-orders from happening, however, they do occur. On rare occasions our products sell faster than we can update the website. When this happens you will get an email from our customer service department explaining the delay in shipping your purchase. They will give you options to chose from to ensure we are still providing you with exceptional service.

How do I redeem a Homes Alive gift card?

If you received a Homes Alive gift card, you may redeem it by entering your gift card code in the "My Cart" page or during checkout.

What is your Return Policy?

You may return any item within 60 days of the purchase date. All we ask is that the products are in the condition you received them and in the original box and/or packaging. Visit our return policy for more details.

Why should I register on Homes Alive?

Registering with Homes Alive provides many benefits for you, and it gives you more control of your shopping experience. You may review past orders, which makes reordering very easy. You don't need to sign up for an account to order, but we promise, it will make your life a little easier.

How do I register for Homes Alive?

If you would like to sign up for an account, you may either create an account here or during your checkout process.

Whoops. I’ve forgotten my password. Now what?

If you forgot your password, just click the Forgot Your Password link, and enter your email that you used to set up your account. We will send you an email with a link that will allow you to reset your password.

How do I change my password?

If you wish to change your password, simply log into your account and click the "My Account Information" link in the left column. There you will be able to change your password.

How fresh will perishable items be?

We check the best before purchase dates on all perishable items to ensure that they have a minimum of 3 months left. The best before purchase date is a reference for us (retailers) to know when to remove products from our shelves, however, the product is still fresh for consumption about 2-3 months after the best before purchase date. If you ever have questions about the freshness of a product we send, please email or call our customer service team.