Information

A) Privacy Policy: Our Commitment to Privacy

We at timpets.com value, you our customer, and respect your privacy.
We collect customer information in an effort to improve your shopping experience and to communicate with you about our products, services, contests, and promotions.

We recognize that we must maintain and use customer information responsibly.
We do not sell or rent the information you provide to us online to third parties.
We do not collect your credit card information, the credit card information you provide to complete the sale, is sent to your bank for approval using a secure connection (see our security policy for more information) and held by your bank.

This policy describes the personal information we collect about you, why we collect it, how we use it and when we share it with third parties.
Our policy also describes the choices you can make about how we collect and use your information. If you have any questions about our privacy policy, click here to contact TimPets.com customer service via email , call us at or write us at Tim Pets #275 2083 Alma Street, Vancouver, BC V6R 4N6, Canada.

If our information practices change in the future, we will let you know by posting the policy changes on our Web site or by communicating directly with you.
We will notify you of any such change before we use your information in a manner not previously disclosed in our privacy policy. You will have the opportunity at that time to opt out of any new use of your information.

What kind of information does timpets.com collect?
We collect information (such as your name, email address, mailing address, and phone number) that you provide when you place an order, save your information with us or participate in a contest, promotion or survey. We also maintain a record of your product interests and your purchases online and in our stores. We may acquire customer names, email addresses and mailing addresses for select mailings from third parties.

How does timpets.com use my information?
When you make an online purchase from timpets.com, we use your information to process your order. We will also send you emails to confirm your order, and we may need to contact you via phone, postal mail or email if we have other questions regarding your order.
When you save your information with timpets.com, you can choose to receive email updates. If you participate in a contest or promotion (online or over the phone, or at one of our retail stores), you may choose to receive email updates about our products, services, contests, and promotions.
If at any time you would like us to remove you from our email or postal mailing lists, feel free to click here to contact timpets.com customer service via email , call us at , or write us at Tim Pets #275 2083 Alma Street, Vancouver, BC V6R 4N6, Canada.
Note, it may take up to three weeks to remove your name from our email and mailing lists.
From time to time, we may also send you emails to help us learn more about your shopping preferences.
In addition, we may use information about your product interests and purchases to help us improve our site design and your shopping experience. If you make a purchase online or over the phone, we may also send you notices about our products, services, contests and promotions through postal mail.
To serve you better, we may combine information you give us online and in our store as well as information about your product interests and purchases. In addition, we may combine information you provide with demographic information that is publicly available. We use this combined information to enhance and personalize your shopping experience with us, and to communicate with you by email or postal mail about our products, services, contests, and promotions that may be of interest to you.

Does timpets.com share my information with third parties?
We contract with third parties to assist us in maintaining and managing our customer information to fulfill promotions and to communicate with our customers. We do not authorize any of those third parties to make any other use of your information.

What are cookies? How does timpets.com use cookies on its site?
A cookie is a small data file that Web sites often store on your computer's hard drive when you visit their sites. A cookie may contain information (such as a unique user ID), that is used to track the pages of the sites you've visited. We use cookies but do not store personally identifiable information in your cookie.
We use cookies in order to improve your shopping experience. When you visit timpets.com, your cookie helps us keep track of your order as you shop at our site.
If you have saved your information with us, your cookie allows us to recognize you when you return to our site and provides you with access to your account information. If you saved your information with or order from us, we also use cookies to monitor and maintain information about your use of our site.
If you have not saved your information with or ordered from us, we may monitor and maintain information about your use of our Web site in a manner that does not identify you. In either case, this information helps us serve you better by improving our site design, as well as our products, services, contests, and promotions.
We also use cookies to track and maintain the identity of the Web site you visited immediately prior to ours to further improve our site design and to fulfill contracts with our business partners. We do not otherwise track any information about your use of other Web sites.
You can refuse cookies by turning them off in your browser. If you turn off cookies, though, we will not be able to track your order or enable you to make a purchase from our site. Nor will we be able to recognize you as a signed up user to allow you access to your account information.

What about links to other Web sites and services?
timpets.com may contain links to other sites that are not under our control. These Web sites have their own policies regarding privacy, which you should review before visiting them.
We have no responsibility for linked Web sites and provide these links solely for the convenience and information of our visitors.
If you have any questions about our privacy policy, you can contact timpets.com customer service via Email, call us at , or write us at Tim Pets #275 2083 Alma Street, Vancouver, BC V6R 4N6, Canada.

B) Site Security

Shopping is Safe at TimPets.com.
At timpets.com we don't just stand behind our merchandise. We also do our best to provide a safe and convenient online shopping experience.
That means we safeguard the integrity of our customers' credit card information. If your credit card or debit card ("credit card") is used in an unauthorized manner on our site (as determined by your credit card company), we will cover whatever amount your credit card company doesn't -- up to $50.
If you're not quite comfortable shopping online, or would prefer to make your purchase via telephone, just give us a call at (for our callers outside Canada or the US please include country code 1 when you dial). Our Customer Service representatives are standing by from 9:30 am - 6:30 pm Pacific time, or after hours you can leave a voice mail and we will return your call within 48 hours. We will be happy to take your order right over the phone.

Credit Card Safety
Protecting the safety of your credit card information is important to us.
We use Secure Sockets Layer (SSL) technology to protect the security of your credit card information as it is transmitted to us.
SSL is the gold standard in Internet encryption technology, which is a fancy way of saying that it's a highly sophisticated method of scrambling data as it travels from your computer to our website's servers.
In the unlikely event where someone steals your credit card information or uses your credit card in an unauthorized manner on our site (as determined by your credit card company) -- through no fault of your own -- we'll cover up to $50 of the charges your credit card company doesn't. What's more, we'll do what we can to make the whole process as hassle-free as can be.

What about my bank or credit card company?
Your bank or credit card company will not hold you liable for more than $50 of unauthorized or fraudulent charges on a credit card. Your liability for unauthorized use of a debit card may be higher, but most debit card issuers voluntarily apply the $50 limit to their cards, as well. If your bank does hold you liable for any amount up to $50, timpets.com will cover the liability imposed on you, up to $50. timpets.com will cover this amount only if the unauthorized use of your credit card occurred at timpets.com and through no fault of your own.
Remember: If unauthorized use of your credit or debit card does occur, you must notify your card provider, in accordance with the agreement you have with the company.

How do I know my credit card information is secure?
To make sure you are accessing our secure server before you submit personal financial information, look at the lower left-hand corner of your browser. If you see an unbroken key or a closed lock (depending upon your browser), then SSL is active. To double-check for security, look at the URL or Location line of your browser.
If you have accessed a secure server, the first characters of the address in that line should change from "http" to "https."
Some browser versions and some firewalls don't permit communication through secure servers like the ones we use to process orders at TimPets.com. If for any reason you cannot access the secure server, please feel free to place your order with us by phone at 604 221 1891. Our Customer Service representative will be happy to assist you.

C) Pricing Policy

Our Prices are in listed in Canadian Dollars.
All charges will be made in Canadian dollars and converted to local currency by you credit card company. Please note that exchange rates change daily and the exchange rate given by your credit card company will determine the final cost of the item in your currency.

We strive to keep the information on our site accurate and up-to-date. However, despite our best efforts, mistakes to occasionally happen. We will verify pricing after your order has been placed, and if there is any mis-pricing we will follow these standards:
1) If the correct price is lower than the stated price, then we will charge you the lower amount and ship you the product(s).
2) If the correct price is higher than the stated price, then we will contact you before shipping.

Product Availability
Unless an item is marked as a "Special Order" or is marked "Out of Stock" we normally keep the item in stock. If you order a "Special Order" item or an item marked "Out of Stock" please allow for 1 to 2 weeks for delivery on these items (we will contact you with an estimated time of delivery). As we process you order, if we discover that an item that is normally in stock, has become out of stock or there will be a delay in shipping the item to you we will contact you for further instructions.

D) Shipping Rates and Standards

timpets.com is the right place for great deals at the most famous brands for natural pet foods and premium pet supplies online!

Orders are sent via Canada Post unless otherwise specified.

Right now, we ship to only Canada and USA.
And dog, cat foods, cat litters and heavy items are available by Store Pickup only.

We appreciate your business, and understand that you want your products as soon as possible. We make every effort to ship orders within 24 hours of acceptance.

Please note we cannot guarantee delivery on any shipment as we have no control over the carrier, or any delays which may occur once the package is out of our hands.

Store Pickup is available any time.
Make your purchase online, and select "Store Pickup Only" shipping option at the checkout.
You will be notified via e-mail when you order will be ready for your pickup.

Visit us at our offline store on Alma Street and 4th Avenue, Vancouver.

When you have filled your cart, press "Click to calculate shipping" and your shipping charges will be calculated for you. If you would like to use an expedited shipping method, please contact us for rates and options.

You will receive a shipment confirmation via email when your order has shipped; tracking information will be included on all shipments so that you have the ability to prepare for your delivery date, if needed.

Standard Shipping Options
- In Canada
Under $50.00-----------$10.00
$50.00 - $150.00-------$13.00
$150.00 - $300.00------$10.00
Over $300.00-----------Free Shipping

- In USA
Under $50.00-----------$15.00
$50.00 - $150.00-------$18.00
$150.00 - $300.00------$15.00
Over $300.00-----------Free Shipping

E) Returns and Exchanges

We will accept any merchandise back for exchange or refund within 30 days of purchase (on non sale items - note sales on marked down "sale items" are final and there are no exchange or refund privileges on these items or on items which are special orders).
The merchandise must be clean, unwashed, and unused in order to be returned (gift items must be sealed in the original packing). You will be responsible for the cost of freight for returning the item, and for Exchanges we will charge you the cost of the frieght to send you the replacement item.
We will only refund shipping charges if we've sent the wrong item or if the item sent is defective.
If you receive an item and it is broken...please note the condition of the packaging and call us at 604 221 1891. If your package was insured we may be able to claim for damages on your behalf. Please note that the TimPets.com is not responsible for items broken during shipment. We will only be responsible to replace items that were poorly packaged or that we determine may have been broken before shipment.

How to return items for Exchange or Refund:
The envelope must be postmarked within 60 days of the invoice date noted at the top of the invoice. We cannot accept photocopied invoices.
For Exchanges, we will send the replacement item to you once we have received the item to be exchanged and are satisfied it is in good condition.
On Refunds, we will credit the credit card used for the original purchase.
Pack and seal your return securely, in the original package if possible, and include a note detailing the reason for the return or exchange. Also make sure to include the original invoice with the item being returned. Packages must be returned prepaid -- we do not accept C.O.D. deliveries.

Send or bring returns to our store:
Tim Pets - RETURNS
#275 2083 Alma Street,
Vancouver, BC V6R 4N6,
Canada.