Frequently Asked Questions
How can I contact Homes Alive?
Head on over to our contact us page for all of our contact details.
When are you open to take my order?
You can call our amazing customer service team, Monday — Friday 8AM to 5PM MST. Otherwise, you can shop and place an order 24/7/365 online.
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.
Can I cancel or change my order after I place it?
Absolutely. If you have changed your mind, please let us know as soon as possible by calling our toll-free number. 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 exchanges
How long does it take for an order to arrive?
Oh Canada, our home and native land... is huge. This 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. This is not guaranteed, but hopefully it gives you an idea of what to expect. What we can promise is that we will have your order packed and out the door on the same day you place it if you order by noon. If we can't ship the order right away due to the product being out of stock, we will email you promptly.
Do you ship to a PO BOX?
You bet. We can ship to any Canada Post Office.
Do you ship to the USA?
Unfortunately, at this time we do not ship any orders outside of Canada.
How do I track the status of my order?
If you have an account set up, simply log in and click "My Orders". You will be able to monitor the progress of all of your orders there. Of course, you can also call us and we'll check it for you!
Who will be delivering my order?
Nearly all of our shipments are delivered by Canada Post. However, we will occasionally use FedEx for large or very 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 (we are very, very sorry!), please contact us Monday—Friday 8AM to 5PM MST, or email us at firstname.lastname@example.org. 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 happens with back orders and out of stock items?
We try hard to prevent back-orders from happening, however, if they do occur with your order, we are terribly sorry! We will contact you within 24 hours of your order to notify you. We will email you with options to either wait for the items to arrive, cancel the item, or ship the rest of the order and then ship the back-ordered items when they arrive.
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, cancel the item, or ship the rest of the order and then ship the back-ordered items when they arrive. Most back-ordered items are ordered weekly, so the wait time will usually be less than 5 business days.
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 this page 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. When you register, you can collect PetCoins. 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.