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Order FAQs

What to Expect If You're New.

We believe that nutritional recommendations should be made by the veterinarians who have the educational background and specific knowledge of your pet. We use your veterinarian's name and clinic information to verify that the diet you are purchasing is in line with your veterinarian's recommendations. If you have a copy of your vet's recommendation, please email it to canada@raynenutrition.com or ask your veterinary team to call us at the time of your first order.

After you place your first order, our Customer Care team will reach out to your veterinarian to get confirmation for your order. If you have a written copy of your vet's recommendation already, please email us at canada@raynenutrition.com with a photo attachment or ask your veterinary team to give us a call at 855-850-1410.

A great way to save money on your pet's new food is by signing up for our auto-ship program. Not only do you get the convenience of never running out of food, but you also get 5% off all of your subscription orders. Also, be sure to subscribe to emails so you can be the first to hear of any other promotions.

Signing up for auto-ship gets you an additional 5% savings on all subscribed products as well as the peace of mind that your pet will not run out of their diet. Our Feeding Calculator can help you determine how to schedule your order frequency, as can our Customer Care Team by calling 855-850-1410.

Carefully transitioning your pet onto their new diet is vital for their success and avoiding digestive upset. For many pets, a gradual transition over ten days is usually sufficient, but for some this may need to happen more slowly. That's ok! Read more about how to stay the course and help your pet HERE.

The best place to purchase any Rayne diet or treat is directly from your veterinarian. You can also find Rayne products online through myvetstore.ca.

Shipping.

Free ground shipping is available once your cart subtotal (before applicable taxes) reaches a minimum of $80.

Otherwise, a ground shipping cost of $9.99 will apply.

Transit/delivery time depends on your location, so please plan for 1-2 business days for processing and 3-9 business days from shipment to delivery (dependent on location). Please also allow for shipping delays due to holidays and high-traffic shipping times with carriers.

Orders typically take 1-2 business day(s) to process and then ship via Standard Canadian Postal Service from our Ontario warehouse.

You will receive a shipment confirmation via email when your order has shipped and tracking information within 24-48 hours of shipment. If you have any concerns, please call our Care team at 855-850-1410.

Please email us at canada@raynenutrition.com or call at 855-850-1410 if you are having problems placing your order.

We collect sales tax as directed by the province that the food is being shipped to. If your province collects taxes for other online shopping, then we will likely have to do the same.

Changing Your Order.

Please contact our Care Team at 855-850-1410. We will be able to help problem-solve and do deeper dives into tracking or order errors, and can arrange returns or replacement orders, as needed.

Some orders are broken into multiple boxes to keep the weight reasonable for shipping. If you have received all shipped packages but you are still missing an item, please give us a call and we will get the missing item shipped as soon as possible.

Please call our Care Team at 855-850-1410 as soon as possible, ideally before you have received a shipping notification. We will help you make any necessary adjustments to your order.

If you are not completely satisfied with a Rayne product, we will gladly replace the product or refund your money as long as it is within 90 days of your purchase.

Please contact our Care Team at 855-850-1410 for more information.