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Frequent Asked Questions - FAQs
How Can We Help You?
What’s your exchange/return policy?
If you need to make a return, we’re here to help! Items can be returned in saleable condition within 60 days, and if you don’t have a receipt, or it’s past the 60-day mark, we’re happy to offer an exchange or store credit via a Korna Pet gift card. We understand that pets can be picky eaters, so we accept returns of open food and treats as long as the original packaging is included and at least two-thirds of the product remains. Refunds are processed in the original form of payment whenever possible, though large cash returns will be issued on a gift card.
For any returns by mail, please pack the item securely for shipping and include a packing slip. Send the package via a traceable and insurable method. Products must be in its original packaging in new or saleable condition. Please note that we do not make exchanges via mail.
Is there a membership fee to become a Loyalty Member?
Nope! Our membership is 100% free.
What are the benefits of downloading the Korna Loyalty App?
Easily track your loyalty points, frequent buyer status, and the latest offers at Korna Pet. Opt in for mobile notifications to stay updated on deals and never miss a special offer. Your info stays secure, and we welcome your feedback to keep improving. With real-time updates and a simple interface, managing your pet’s needs—and enjoying exclusive rewards—has never been easier!
What are your Frequent Buyer Program guidelines?
We keep track of your purchases, so you don’t have to! To join Korna Pet’s Frequent Buyer program, just ensure your Korna Loyalty account is complete. Taxes, including sales tax on free items, must be paid at redemption. Offers can’t be copied, transferred, or combined with other promotions, and they have no cash value. While points are earned in-store only, the Frequent Buyer program is available both in-store and online at kornapet.com.
To validate purchases, participating suppliers receive only the necessary details—your name, address, phone number, proof of purchase, and free item eligibility. We never sell or share your information beyond this. Korna Pet may update, modify, or discontinue the program at any time, including canceling participation in cases of fraud or abuse. By signing up, you consent to these terms so we can continue providing you with great rewards!
How do your Loyalty Points work?
Join our Loyalty Program by providing us your information at any of our store locations!
🔹 Earn 1 point per $1 spent on non-sale items.
🔹 Redeem points for savings:
- 200 points = $8 off
- 500 points = $25 off
- 1000 points = $60 off
Rewards must be used on purchases of equal or greater value and cannot be exchanged for cash.
Points expire five years from the date they are earned.
Seniors Day
Seniors (60+) get 10% off all regular priced when they shop at any of our physical store locations on the last Thursday of every month.
If you are eligible for the Seniors Day discount, please let us know at the counter, and we will happily apply it for you.
Does my pet get any goodies on their birthday?
Yes!!! Visit us during your pet’s birthday week for a special gift—because we love making their day extra special!
I already have an account, do I have to sign up again?
Yes, you'll need to sign up again online, but your accounts will be linked. When creating your online account, be sure to use the same information as your in-store account. This way, your Frequent Buyer Punches will accumulate for online purchases and will be automatically redeemed when you're eligible. Please note that Loyalty Points are only available for in-store purchases.
Local Deliveries
Orders submitted before 3 pm will be dispatched the following day, while orders received after 3 pm will be dispatched the day after.
If we happen to run into any issues that would delay your delivery, we will let you know ASAP.
For all delivery inquiries please email delivery@kornapet.com
The frozen foods, cat posts, and some crates on our web store are only available for local delivery and cannot be shipped Canada-wide.
Canada Post Shipping
Orders will be shipped within 2 business days. If you choose express shipping, you'll receive an email with your tracking number.
PAYMENTS
Important Information About Our Website's Payment Processing
Please note that our website utilizes AVS, which requires that the billing address and name on the credit card used match.
Thank you for your understanding.
Are you guys hiring?
We are always on the lookout for passionate pet lovers to join our team. Check out our Join The Team page for any active openings, or feel free to drop by any of our store locations and say hi and drop off your resume! Even if we are not actively hiring, we are always happy to make new friends for any future opportunities that may arise.