FAQ
Delivery
Clicking on the tracking number link may result in an error message. This means your order has not yet been processed by the delivery company. We suggest checking again the next business day. Your package will then be processed and the tracking number will be available.
Good news! We offer free shipping on orders of $49 or more before taxes.*
For orders under $49, you can estimate shipping costs directly in your cart.
* Subject to change without notice. Additional fees for heavy or bulky items, such as litter boxes, may apply. If this is the case, these additional fees will appear in the order summary of your cart.
In-store delivery is always free.
All Club Câlin members can have their order delivered to one of our stores free of charge.
You must choose this option under the “Delivery Method” tab.
You have the option of having the items ordered delivered to your home via Canada Post, Nationex or Courrier Plus (if you are in an area served by the service).
In the case of Courrier Plus, you can confirm whether your address corresponds to the service area at the “Payment method” step when you complete your transaction.
You can also opt for in-store delivery, which is always free! You will then need to pick up your order directly from the store you selected.
As we know that you are eagerly awaiting your order, we deliver it to you within the shortest possible delivery time!
Home delivery times, Montreal, South Shore and Laval:
- Courrier Plus is the exclusive carrier for these regions. Delivery times are four business days for orders placed before 5 p.m., Monday through Friday. You can confirm whether your address is in a service area in the "Delivery Method" step.
Home delivery times, other regions:
- Nationex: delivery time is 5 to 7 working days.
- Canada Post: Delivery time is 7 to 9 business days.
Exceptions to home delivery times for all regions: Web-exclusive products may take 7 to 15 business days for delivery.
Do you live in Quebec or Ontario? We will ship your order to your door!
Certain regions of Quebec are excluded from our delivery territory, particularly northern regions. Please refer to our delivery policy to ensure that your postal code is within our service areas.
There are two possibilities depending on the delivery method chosen:
- Your package will be delivered to your door if you choose Nationex or Courrier Plus delivery. During your transaction, you can add a personalized note to the delivery person, such as where to leave the package if they are not there.
- Your package will be delivered to the post office assigned to your home if you have chosen delivery with Canada Post.
The main difference is in the delivery service if you're not home. Nationex and Courrier Plus courier services will drop off your order at your door, while Canada Post will return it to the post office serving your home.
Please note that for some regions, only certain delivery methods may be available for delivery to your home.
Of course! As soon as your package leaves our warehouse, you'll receive an email with your order's tracking number. Simply click on this number to track your package on the carrier's website.
We can deliver almost all of our listed products, with a few exceptions which will be specified on the item sheet.
Payment methods
This means that the billing address entered in your payment information does not match the address linked to your credit card.
This means that the billing address entered in your payment information does not match the address linked to your credit card.
Please note that the shipping address may differ from the billing address.
We accept Visa and Mastercard credit cards, all other credit cards are not accepted.
Of course! Câlin points are considered a payment method just like cash.
Visa and Mastercard prepaid cards are accepted on our online store.
The invoice will be charged to your order at the time of assembly in our warehouse, i.e. a maximum of 24 hours after your purchase confirmation or the Monday following your order if you placed it during the weekend.
Malheureusement non, seuls les codes promotionnels Para dis despattessont valides.
Return and Refund Policy
Please see our return policy for all the details.
General questions
When the Available in store/check availability message appears and it is not possible to include the item in your cart, this means that this item is unavailable at our Distribution Center for an indefinite period.
We suggest you choose another format, or a different flavor or color.
Given the current situation, it is difficult to give a precise date for the return of the product.
For advice on replacing the desired product, please contact Customer Service at the following link:
For any questions regarding online ordering, please contact our online ordering helpline by calling 1 450-977-0610 .
We will be happy to answer your questions. You can contact customer service by phone or at our toll-free number. 1 450-977-0610, or via our formulaire de contact.
Do you no longer wish to receive information about promotions and circular offers? If you are sure, simply follow the link at the bottom of the newsletter.
Are you sure you entered the correct email address and password? If you still can't log in, contact our customer service by phone or at our toll-free number. 1 450-977-0610, or via our web form. We will help you!
These things happen! To regain access to your account, you can send a new temporary password to the email address associated with your Câlin account. You can also contact customer service by phone or at our toll-free number. 1 450-977-0610 , or via our formulaire de contact.