Return Policy

At Fortune Pet Mart we try our best to satisfy our customers and keep them happy. If a Customer is not satisfied with any item purchased from us than we do exchange or refund based on this Policy.



For In store Purchases: 

We will refund purchases returned in original packaging with a receipt within 30 days from the original date of purchase. Refunds will be issued in the same form of tender with which the product was purchased.

*All pet food and treats (except raw food) can be returned in the original packaging as long as there is more than 80% of the food or treat remaining.

If a Customer earns points on a purchase and use those points to purchase any product from Fortune Pet Mart and then decide to return the original purchase. In such case the customer will only be eligible for a store credit. (Credit will only be issued within 30 days of the original purchase).

If a customer has returned more than three (3) items with or without receipts within a 30-day period, NO more returns or exchange will be accepted from such customer for 90 days.


Returning Items Purchased online from

We have 30 days web return policy for non food items .

For all food items and treats, we have 15 days web return policy.

Please send the items back to us in the original packaging, and make sure that the merchandise is in the same, new condition. The customer is responsible for the cost of return shipping / delivery to our physical location.

If the return is the result of an error made on our part, we will cover the cost of shipping and issue the refund PROVIDED the customer MUST report to us any error in the shipment (wrong item, damaged item, short shipment) within 48 hrs of receiving the shipment by emailing us  at [email protected]. Please send us the pictures of the items received with the order details in the email. If the error is not reported to us within 48 hrs of receiving the shipment then no refund will be issued based on error.

Please mail or deliver the returning product(s) to:

Fortune Pet Mart

345 Douro Street, Unit B

Stratford, Ontario



  • Please call us at 519-508-6464 before returning the item so that we can document it.
  • You can return your purchase within 30 days of the purchase date. (15 days for all food items and treats)
  • Products must be in the condition you received them and in the original box and/or packaging for a full refund.
  • Food bag(s) and Food can(s) to be returned must be UNOPENED.
  • Defective/damaged products may be returned for a full refund or exchange within 30 days. Anything beyond 30 days of the purchase date will be handled under a manufacturer's warranty.
  • Please do not send your purchase directly back to the manufacturer.

Once we receive your returned item(s) and inspect it (usually within 72 hours of receipt), your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 3 days. Please note that depending on your credit card company, it may take an additional 2-5  business days after your credit is applied for it to appear in your account.

If you have any questions regarding our return policies or processes, please email us at [email protected] or call us at 519-508-6464.


Exceptions- for ALL Purchases (online and from store)

There are some exceptions to our policy regarding returns and refunds. These include:


Crates and Pens
Clearance Items 
Special Orders
Raw Food
Litter Pans
Sanitary Products (Pet Diapers)
Cat Trees
Fleas and Ticks Treatments