Frequently Asked Questions
How do I place an order?
Note: You must create an account and be logged in to place an order.
Once you’re on the BlueBarn.Shop page, search for the items you would like to order. You may use the search bar at the top to type in what you’re looking for. You could also Shop by Brand if you know what you’re looking for. Or, use our menu near the top of the page to choose your pet, then the category of item you’re looking for.
Once you’ve found what you’re looking for, choose the size (if required) and then add it to your cart.
At this point you can either keep shopping or checkout. To keep shopping, go through the search process again. To checkout, click on the cart symbol on the bottom right of the screen.
On the Checkout page, add your name and address to find out what your shipping fees will be.
Note: We only ship within in Canada.
We accept VISA and Mastercard, as well as e-transfers for payment.
Once you’ve reviewed your order, click the box to accept our Terms and Conditions, then click Place Order. You should receive an email confirmation within a few minutes. We will stay in touch to let you know when your order is being shipped or when it’s ready to be picked up.
When will I be charged?
If you’re paying by credit card, payment will be processed immediately. If you’re paying by e-transfer, you will receive an email with instructions on where to send payment. All e-transfer payments may be sent to [email protected]. Please use your order number as a reference.
Why is my credit card not working?
Make sure you’re using only Mastercard or VISA. We do not accept American Express.
Make sure the billing address matches the address on file with your credit card. Enter your name, address, postal code and credit card number exactly and be sure to add the CVV as well.
Before you click on the Place Order button, check that you have clicked the Terms & Conditions box.
If your credit card is still not working, it’s most likely that some of the information doesn’t match with what your financial institution has.
How do I check on the status of my order?
You can check the status of your order by clicking on My Account, on the top right of the BlueBarn.Shop page.
If you can’t find the information you’re looking for, please email us at [email protected].
You will receive regular emails from us once your order is placed that should also keep you up to date!
Once your order is placed, a confirmation email will be sent to you. If you don’t receive it, please check your junk or spam folder. If you can’t find it, please contact us immediately.
Once we have your package shipped you’ll receive another email with your tracking number. (Watch for this email from Canada Post)
If your tracking information shows that your package was delivered, but you can’t find it, do the following:
- Verify the shipping address in your Account profile
- Look for a notice of attempted delivery
- Look around the delivery location for your package
- See if someone else accepted the delivery
- Check your mailbox or wherever else you receive mail. (This could be at the post office, a mall, etc)
- Wait 48 hours; in rare cases, packages may say delivered up to 48 hours before arrival.
- If there’s still no sign of the package contact the carrier using the information here.
How do I reach customer service?
Just click Contact Us on the home page or email us at [email protected]. You can also phone 778-460-2583 and Press 1.
Please leave a message if we’re not able to answer the phone, and we’ll get back to you as soon as possible.
What payment methods do you accept?
We accept Visa, Mastercard and Electronic Transfer (EFT). All EFT payments must be made within 24 hours or the order will be canceled.
How do I cancel or change an order?
You can cancel your order any time, as long as the package hasn’t yet been shipped. You can contact us to make those changes. Please phone 778-460-2583 or email [email protected].
What if the product I ordered isn't available?
We try to keep the status of all products on our website as accurate as possible, but occasionally your order may contain items that are out of stock. In this case, we will contact you before shipping your order.
If we don’t hear from you, we reserve the right to substitute similar items of equal or higher value, or we may cancel that portion of your order and issue a refund.
Do you offer in-store pickup?
Yes, just choose the “Local Pickup” button at Checkout and we’ll get it ready for you! Please wait for an email confirmation to let you know that it’s ready to be picked up.
Do you save any of my information like credit card number, address, etc?
We do collect personal information in order to complete your orders and to set up your account. Our website is secure and we never sell your information to third parties. Your credit card information is encrypted and is processed through our Payment Gateway. We never see any credit card numbers.
I have a promo code, how do I use it?
If you received a promo code, when you’re on the Checkout page, look for the box that says Promo Code and type it in! Click Apply and you should see the discount reflected in your cart.
If your code doesn’t work, please let us know. Some promo codes require a minimum purchase, some may not be used on sale items, and they may only be used once.
Do your offer senior discounts?
We do not offer senior discounts at this time.
Do you offer gift cards?
We do not offer gift cards at this time.
Shipping & Delivery
How much is shipping?
If you’re located in BC or Alberta, we offer free shipping on orders over $99 and $14.95 flat rate shipping for orders less than $99. For most other provinces in Canada, we offer $14.95 flat rate shipping on orders over $99 and $24.95 flat rate shipping for orders under $99. Heavy and oversize items have an additional handling fee of $10 per item.
When will my order ship?
We ship orders within 2-3 business days of your purchase. You’ll receive a shipment confirmation email with a tracking number once your order is shipped. You also can check your order status by logging into your account. Your package will arrive depending on which part of Canada you live in. We are located in BC. Typically packages in BC and Alberta arrive within 4 business days. Shipments to the east coast make take up to 10 business days.
Where will my order be sent from?
Orders originate in British Columbia and may be sent from any one of our locations in the province, and is dependent on availability of product in each location.
What shipping method do you use?
We use Canada Post as our shipper. Our standard shipping class is Expedited. Unless there are extenuating circumstances, orders within BC should arrive within 1-2 business days of being shipped. Orders across Canada typically arrive within 7-10 business days. We strive to ship your order within 1-3 business days; orders are not processed or shipped on weekends. Once your order has shipped, you will receive tracking information via the email you provided while placing your order so that you can track your package. Please check your junk mail if you are concerned that the tracking information is taking too long. And of course, reach out to us anytime if you have questions.
Why am I still being charged for shipping when my order is over $99?
Free Shipping does not apply to heavy items (over 15 lbs) or oversize items. If your order amount is over $99 and you see additional charges, that means your shopping cart contains one of these items, or your shipping destination may be outside of BC or Alberta.
Do you ship internationally?
No. We only ship within Canada.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of the purchase date and you will be responsible for the fees to return the item. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging and you must have the receipt or proof of purchase.
Some items are non-returnable. These include:
- Customized items like pet tags, aquarium backgrounds, (cut-to-length), etc
- Electronic items (clippers, collars, containment systems, heaters, etc). Please contact the manufacturer directly if you have issues or concerns.
- Pet clothing
- Agricultural feed
If you are dissatisfied in any way with the product once you receive it, please call or email us first, then if you wish to return the item(s), you will be responsible for paying the shipping costs. All shipping and handling fees are non-refundable for product returns and/or undeliverable packages.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your original method of payment. We do not refund shipping or handling fees for product returns and/or undeliverable packages. Please allow up to five business days for the credit to show on your account.
What is your refund policy?
If you are dissatisfied in any way with the product once you receive it, please call or email us first, then if you wish to return the item(s), you will be responsible for paying the shipping costs. Please note that some items are non-returnable. These include custom items like pet tags, plus electronics like heaters, bark collars, etc. If you have issues with any of these kinds of items please contact the manufacturer directly.
Once we receive your item, we will inspect it and notify you that we have received it. We will immediately notify you of the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your original method of payment.
Please allow up to five business days for the credit to show on your account.
What if I my order has damaged or defective items?
Please report the damaged item to us within 2 business days of receiving it and we will discuss the best way to make it right.
How can I find out when an item is back in stock?
If an item is out of stock, you will see an opportunity on the product page to sign up to be notified when it is back in stock. Just type in your email address and click Submit!
Do you support pet rescues?
Yes! We hold special events and activities throughout the year to support pet rescues and other community organizations in our hometowns. We also donate proceeds from the sale of our Fundraising Calendar and Advent Calendars to these worthy organizations. We have our own non-profit society called Blue Barn Community Cares and you can learn more here.
I have a new pet. What do I need to buy?
We have New Pet Checklists that make it easy to make sure you’ll have everything you need for a happy pet! Just click here.
How do I enter your Photo Contest?
We publish a calendar every fall that features dozens of images of pets. We accept entries from January to June of each year. Find information and rules here.
If you can’t find your answer in the FAQs – then please submit a support request below, containing the details of your issue. Our team will reply to all requests as soon as possible.
"*" indicates required fields