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How do I place my order?

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Start by selecting the food you need for your pet. For example, 'Dog Food'. From there, select the approximate age of your pet, food type (wet/dry), and flavour. Once you've selected your preferences, simply tap the 'Add to Cart' button. Once you're done adding items for your pet(s), you can press the 'Check Out' button.

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The checkout page will collect your contact and address details, and provide you the option for delivery or pickup. Upon completing all required fields at checkout, simply tap 'Complete Order' and your order will be added to the queue.

When will my order arrive?

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This program is run by incredible volunteers, and we have a high volume of requests. Orders will be sent out as a 'First Ordered, First Delivered' basis. Your order may take 30-60 days to deliver, depending on the volume of orders at any given time. We cannot provide an estimated delivery date until your order has been scheduled.

What if I can't wait for my delivery?

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At any time, should you be unable to wait for your Pet Pantry order to be delivered or available for pickup, we invite you to visit any of our Pantry Partners found below. To be fair to everyone, we cannot ‘bump-up’ or adjust your position in the queue for delivery or pickup.

Can I request specific brand or specialty food?‍

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All of our supplies are donations. We cannot guarantee that we will always have specialty diet or a specific brand of food. Even if you have received a specific brand or specialty diet of food from us before, it does not guarantee we will have it in-stock for future deliveries. We will do our best to accommodate requests, when possible.

How often can I order?

This is an emergency-only program designed to supply families with enough pet food for between one and three months. It's a short-term support program. We will only be able to accommodate a delivery to each household once every 1 - 6 months. Due to the high-demand of our Emergency Pet Pantry Program, please do not submit additional or repeat orders, as this will reset your order in the queue (your initial order will be removed).

Why has my order not been delivered?

Orders are fulfilled on a 'First Ordered, First Delivered' basis. We support thousands of pets in our community through this program, which means orders can take up to 30-60 days before you receive a confirmed delivery date.

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Due to the high-demand of our Emergency Pet Pantry Program, please do not submit additional or repeat orders, as this will reset your order in the queue (your initial order will be removed). For clarity, any new order you place before your first order has been delivered, will replace your original order and place in the queue.

I forgot to add something to my order. How can I change it?

To edit an order, simply resubmit a new order with everything you need. This will replace your original order. Please note, placing a new order will reset your order in our queue, leading to a later delivery date. Please note, we cannot accommodate special requests to modify orders at a later date.

Can I order medication?

Through the Pet Pantry Program, you cannot order prescription medication or food.However, if you are looking for over-the-counter Flea and Tick medication, we do sell this through our website (which can be delivered at the time of your Pet Pantry order).

What if I don't receive enough food?

As we are limited by the number of volunteers we have and our donated supplies, we try our best to accommodate each order, and provide as much food supply as we can. We cannot guarantee the amount of food you will receive with your order. We distribute food equitably and fairly for all Pet Pantry orders.

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Please note, a this time, we are only able to supply food for a maximum of 4 pets maximum per household. This is the maximum number of pets allowed as stated in both the Hamilton and Burlington City By-Laws.