By completing the purchase, you agree and comply with our policies.

Important Update

- Because of the current COVID-19 situation, our warehouse workers have become limited. And because of limited warehouse staff, the orders will take a longer time to prepare for shipping. The preparation estimated time is 2 to 3 business days. We feel sorry if this has caused you any inconvenience. 

- We do not ship to PO BOX.

- Please note that all cat litter's brown outer box is the original shipping box of pidan cat litter. It is a customized box that fits four bags of cat litter. Each box is sealed with pidan packing tape and is correctly labeled. All packaging is done and weighed in the manufacturing plant before shipping overseas.

When the products arrive in Teddybob's warehouse, Teddybob does not open the boxes. So, all the boxes remain sealed when stored at Teddybob's warehouse.

Before any shipment to buyers, Teddybob's warehouse measures the dimensions and weight of the product because they are necessary information for buying the courier's shipping label. And the size and weight are shown on the shipping label. Teddybob buys the shipping label according to the dimension and weight are shown on the shipping label.

If the package you received got damaged or weighs lighter than the weight shown on the shipping label before you opened the package, DO NOT open the package. You must let us know about this matter within seven business days starting on the date that the courier delivers the package.

Please DO NOT throw away the brown boxes because we need you to take clear pictures of each side of the shipping box and its shipping label and send them to us. So, we could submit damage or missing claim with the courier. The courier will spend time investigating. We will provide you with an investigation status whenever we receive an update, or you could ask us about the status anytime.

We could not help you further if you could not provide clear pictures to us or if you did not let us know within seven business days starting on the date that the courier delivered the package.

The possible outcomes are packages opened by US customs and damaged or missing during transport.

If US Customs open the package, there is nothing we can do.

If the courier damages or loses the package during transport, the courier will compensate us. Once the courier gives us the money, we will issue you a refund.

If the courier finds the package, we will have the courier deliver the package to you.

Thank you for your cooperation and understanding, and patience!

Shipping Terms

During a sale event, you will receive your order in 3 to 12 business days.

All orders will be shipped out from our British Columbia or Ontario warehouse.

Our warehouse workers will pack your order as fast as they can. And then, we will schedule a carrier to pick up your parcel and ship it to you. We will tell the courier to safe drop your parcel at your doorstep. If the shipping address is an apartment building, you must provide your buzzer number. Also, you must let us know if your building's concierge could receive the parcel for you. If the carrier could not safe drop your parcel and provide you with a pickup notice or brought your parcel back to their facility instead, you must contact the carrier to assist you with the situation further first. Please be noted; we will no longer be responsible for your parcel when the carrier's tracking system shows that the parcel is delivered.

If you don't like the carrier to safe drop the parcel at your doorstep, you must let us know by leaving us a note by clicking "add instructions for seller." Or, you can tell us by emailing us at customerservice@teddybob.ca before we fulfill your order. (However, we can no longer instruct the carrier what to do after we fulfill the order). We will tell the carrier not to safe drop your parcel at your doorstep. However, you will need to follow the instructions of the carrier to get your parcel. For example, a signature is required to pick up your parcel, or you may need to go to a designated location to get your parcel.

When the carrier accepts the shipment from us, we'll forward the tracking number to you, provided by the carrier. Please use the tracking number to check the delivery status of your order. For questions regarding the delivery status of your shipment, please contact the carrier.

(If your package is shipped by Canada Post, you can choose a Delivery Preference before the package arrived on the Canada post website on your parcel tracking page.)

For any reason, if your parcel is transferred to a post office or smart post, make sure you pick the parcel up within 5 business days from the arrival date at the post office or smart post counter. Otherwise, the carrier will likely return the parcel to our warehouse.

If your parcel got returned to our warehouse by the carrier, you could request a gift card of equivalent value as a form of refund. However, a restocking fee of $1 per item and, if any, the return shipping fee will be deducted from the refund. A request to ship the parcel again is possible. However, the shipping cost for shipping it again will be your responsibility.

We always make sure we ship the parcel to the shipping address provided by you. However, if anyone at the provided shipping address rejects the package for any reason and the carrier must return the package to us, we'll not be responsible for a refund.

If any item in your order is temporarily out of stock, your order will be pending until that item is available in stock again.

We decide the carrier being used. So, unfortunately, you cannot specify which carrier we use.  

If you find that an item is missing after receiving the parcel, please carefully check whether the package is damaged when received and whether it is in good condition (if there is damage, please take a photo and send it to our customer service email). Please open all the fillings in the parcel and check carefully. If you still can’t find it, please tell us the name and quantity of the missing product, and we will help you check the monitoring. If it is found to be unshipped, we will ship or refund you the product. However, we are not responsible for missing items after seven days, starting from the day the carrier marked your parcel as delivered.

If you have any further questions, please contact us by email. Our customer service e-mail address is customerservice@teddybob.ca.

Shipping Rate

By completing the purchase, you agree and comply with our policies.

Shipping

You will receive an order confirmation email which includes the order number after you complete the purchase. If you did not receive order confirmation, either you did not complete the order correctly or did not provide a correct email address.

Your order will get forwarded to our warehouses in Canada. Either one of the warehouses will confirm receiving the order, typically the next business day. Then, the warehouse staff will pack your order into a parcel or parcels within seven business days. The warehouse staff could get your order prepared within two business days. Still, when the warehouse gets extremely busy, the warehouse staff may take up to seven business days.

Once the order gets packed into a parcel or parcels, we will schedule a carrier to pick up your parcel or parcels. After picking up the parcel or parcels, typically, the carrier takes an estimated three to six business days to transit the parcel or parcels to you. Also, you will receive a tracking number from us by email. So it is essential to provide us with your correct email address.

We schedule a carrier to pick up every business day, and usually, they come to pick up every business day. However, they limit how many parcels they can pick up per day. So the orders typically get picked up in order sequence. And we request the carrier to pick up as much as they can.

We request that the carrier safe drop the parcels at your doorstep. However, we do not guarantee that the carrier will always do as asked. If the carrier did not do as requested, you must contact the carrier and follow their instructions.

Please note:

Please ensure you provide your full shipping address and information and correct it. We could still edit your shipping information before receiving a tracking number but not after.

After the carrier picks up your parcel or parcels for shipping, we are not held responsible for any mistake you made in the shipping information.

If your shipping address is an apartment building address, you must provide your buzzer number. Also, you must let us know if your building's concierge could receive the parcel for you.

We do not ship to PO BOX.

Suppose there is a pre-order item in your order. In that case, we will wait for the pre-order item to arrive at our warehouses and send the item together with other in-stock items. We don't ship the in-stock items first.

Lost parcel or parcels

When the carrier's tracking system shows delivered, you didn't actually receive the parcel or parcels. Therefore, you must contact the carrier company first and file a claim as the consignee. The carrier company will provide you with a claim number, and you need to forward the claim number to us. Our email address is customerservice@teddybob.ca.

And then, we will also file a claim as the sender. Only when both the consignee and sender file a claim will the carrier take this claim seriously.

Only after the carrier company approves the claim and sends us a refund will we issue the refund to you.

We are not responsible for any lost parcels caused by the carrier. However, we will help you with the lost claim as much as possible.

Damage

If the carrier delivered a damaged parcel or parcels, do not open it or them. Because we could no longer assist you with this damage claim if you open up the parcel or parcels.

You must take self-explanatory pictures of ALL SIDES of the parcels and send them to us along with your order number. Our email address is customerservice@teddybob.ca.

And then, you must contact the carrier company and file a claim as the consignee. The carrier company will provide you with a claim number, and you need to forward the claim number to us. Our email address is customerservice@teddybob.ca.

And then, we will also file a claim as the sender. Only when both the consignee and sender file a claim will the carrier take this claim seriously.

After the carrier company approves the claim and sends us a refund, we will issue the refund to you.

We are not responsible for any damaged parcels caused by the carrier. However, we will help you with the damaged claim as much as we can.

Return and Exchange

Because all sales are final, there is no return or exchange for the sold item. 

Defective Product

Suppose you think you received a defective product. In that case, you will need to take clear pictures or record a video and include a description to tell us where the defect is and how it is a defect and send it to us. Our email is customerservice@teddybob.ca.

If you cannot provide good pictures or videos to show the defect, you need to ship or bring the product to our warehouse. However, you are responsible for the return shipping fee. The warehouse address is only provided when requested by emailing customerservice@teddybob.ca.

And then, we will forward the pictures or videos to the brand. Then, the brand will review and determine whether it is a defect or wear and tear. If the brand confirms it is a defect, we will issue you a refund for the defective product.

We are not responsible for any manufacturing defect product because the responsibility is of the brand. However, we will help you with the defective claim as much as we can.

Please note that you cannot claim a product defective after thirty days, starting from when the carrier's tracking system marks your parcel or parcels as delivered.

Warranties

We do not offer any warranty on any electronic products.

Cancelations

You cannot cancel your order after you receive a tracking number.

Also, you cannot cancel a pre-order item.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@teddybob.ca 

Contact Us

We are here to answer your questions. Please email us at customerservice@teddybob.ca

*Mandarin Service Also Available*

We will reply to you in 1 or 2 business days.

Hours of Operation

Monday: 9:00 am to 6:00 pm Pacific Standard Time (PST)

Tuesday: 9:00 am to 6:00 pm Pacific Standard Time (PST)

Wednesday: 9:00 am to 6:00 pm Pacific Standard Time (PST)

Thursday: 9:00 am to 6:00 pm Pacific Standard Time (PST)

Friday: 9:00 am to 6:00 pm Pacific Standard Time (PST)

Saturday: Closed

Sunday: Closed

Statutory Holidays: Closed