Return & Exchange

If you’re not in love with your purchase (which is rare!) we want to hear all about it! Depending on your product and its price you may be eligible for site credit, a refund, or a reshipment. We stand by our Canaeco.-branded products, and if you’re truly unsatisfied please email our team at service@canaecopet.com for your options.

 

Below are some frequently asked questions:

 

Where does Canaeco ship?

Our warehouse is located in C/O 381 S Brea Canyon Road,Walnut,CA 91789. For a complete list of countries we ship to please see below:

  • United States: 5-7 business days
  • Canada: 7-15 business days
  • Malaysia: 7-15 business days
  • Thailand:7-15 business days
  • Vietnam: 7-15 business days
  • Philippines:7-15 business days

When will my order ship and how long it takes?

Orders placed on our online store will be processed and shipped within 1–3 business days and shipped via USPS within the US. For international orders the processing time takes 2 weeks. 

What should I do if I receive the wrong product?

If you received a product different from the one that you ordered, sorry about that! Please contact us at service@canaecopet.com and we’ll be sure to get you the goodies you ordered or get compensated.

 

How do gift returns or exchanges work?

If you were gifted any Canaeco goodies but it isn't what you had in mind, you can return your items for store credit. Please reach out to service@canaecopet.com with the gifter's first and last name, email address, and the products you’d like to return or exchange (the gifter won’t be notified of any changes). Once locating the original order, we'll handle it!

 

What can I do if my payment is declined?

Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system. If you have an order in “pending” because of this, please don’t hesitate to reach out to us.

 

What forms of payment do you accept?

  • We accept international VISA and MasterCard as long as the credit card passes through our fraud screening system
  • We accept American Express, Apple Pay, Visa Debit and Electron from select countries
  • We accept Paypal.

 

What is your return policy?

Please contact our team within 30 natural days of receiving your product to see if you're elegible for a return label, a reshipment, website credit or refund.

If your package is returned to us by mistake or issues during the delivery process we’ll automatically refund you upon receipt in our warehouse, our team will process your return within 10 business days of its delivery. We do not offer automatic reshipments but you’re free to order again after your refund is processed.

If your item was damaged in transit, your order has not been fulfilled, or if you have additional questions, please reach out to our support team at service@canaecopet.com for assistance.