FAQs

Popular Questions

Orders

Can I pick up my order ?
Yes, our warehouse is located at 10 Humber St, Stratford, Ontario, N5A 6S4.  We are open 8:00am-4:30pm EST Mon-Fri.  Please call ahead to confirm your order has been picked and packed.  1-800-361-3860.
How can I ensure that I do not lose the items in my cart ?
If you are logged in to your thefinnandfletcherco.com account, the items you add to your shopping cart will be available for 30 days on any browser and computer in which you use. The items will only be removed when you check out or remove them from your cart manually. However, if you are not logged in to your account, the system remembers the items you have added to your shopping cart for 3 days, and only on the browser and computer on which you added the items.
How do I cancel or change an order ?
You can cancel or change your order and obtain a refund at any time BEFORE we ship out your order. Please Email Us or call our customer service.
Are all items priced in Canadian Dollars ?
All our products are priced in Canadian Dollars and we are based in beautiful Stratford, Ontario, Canada.
What payment methods do you accept ?
We accept Visa/Visa Debit, Mastercard/Mastercard Debit & American Express/American Express Debit.
How can I check on the status of my order ?
Once your order is placed, an order confirmation email will be sent to your inbox. As soon as your package has left our warehouse, you will receive another email with your tracking number so you can find out when your order will arrive. You can also go to My Account to get the latest of your order status.
How do I contact a Human for service?
Simply call us at 1-800-361-3860.  We are open 8:00am – 4:30pm EST Monday- Friday.  If you do not need immediate service, you can also send us an email via the Contact Us page.  

Shipping & Deliveries

Do you ship internationally ?
Yes, we can.  Call for special conditions that may apply.
Do you ship to P.O Box addresses ?
Sorry we can’t ship to P.O Box addresses.  We will need a physical street address.
Why I am still being charged for shipping when my order is over $50 before tax ?
Free Shipping does not apply to certain pet food, bulky & heavy items as well as remote area. If your order amount is over $50 but still being charged for shipping, that means your shopping cart contains one or more bulky items, or you are located in remote area. For more info, visit our Shipping Policy page.
What shipping method do you use ?
All orders will be shipped by UPS except some Large & Heavy items that will be shipped by best method possible.  You will be notified if this happens.
Where will my order be sent from ?
All orders are shipped from Stratford, Ontario Canada.
How much is shipping?
All orders over $99.00 are shipped free!  Please refer to our Shipping Info page for more information.

Returns

What if I received damaged or defective item ?
In the event you have received an item that is defective, has been shipped incorrectly, or has been damaged in shipping, it may be returned to us at no charge to you. Please see our Shipping & Returns policy & Contact Us and we will give you instructions on how to return it to us.
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