Frequently Asked Questions

Frequently Asked Questions

Frequently Asked Questions

Q: Where are you located?

A: We are a proudly Canadian owned and operated boutique.

Q: I have a discount code, where do I enter it?

Discount codes need to be entered in the checkout portion of your order. On mobile you will need to click "show order summary" to enter it. The cost will automatically be adjusted once entered.

If your discount code is not working, contact us on Instagram @akioka_pets and we will have it fixed for you.

Q: How does currency affect my purchase? 

A: We are priced in American Dollars. We offer a conversion tool while shopping to automatically convert prices to your desired currency, at no cost to you.The last page of checkout will be displayed in USD. When you place your order, your credit card will adjust to your desired currency.

Q: I ordered something, when will it arrive?

A: Shipping times can vary however most orders arrive within 2-3 weeks of purchase. Please visit our Shipping Policy here for further information.

Q: How can I track my order? 

A: We offer an order tracking tool here which will help give you an estimate on when your order will arrive. Once courier tracking becomes available, you will receive tracking numbers via email/SMS notifications. If you need assistance with tracking your order, please inquire with our Help Desk at helpdesk@akiokapets.com.

Q: How can I get free shipping? Why is my order charging shipping?

A: Free shipping is automatically triggered in the cart when your order total prior to shipping is valued over $39.00 USD. You can find our Shipping Policy here for further information.

Q: What if I have any problems with my order?

A: We have a 24 hour Help Desk where one of our Customer Service Specialists will assist you with any concerns you may have as soon as possible. Email us at: helpdesk@akiokapets.com.

Q: I am interested in being an Ambassador, what do I need to do? 

A: Please message our Instagram account @akioka_pets with an inquiry and we will work together to see if our Ambassador program would be a good fit for you! If you have any difficulty sending us a message on Instagram, please forward your inquiry to our Help Desk at helpdesk@akiokapets.com.

Q: How do I exchange/return something?

A: All exchanges and returns are handled through our Return Center. You can find our Return & Exchange Policy, as well as a link to our Return Center here.

Q: Do you guys offer Cash on Delivery or AfterPay?

A: We are located in Canada and unfortunately neither of these services are available here at this time.

Q: I only received some of my order, where is the rest? 

A: Not to worry! In our effort to reduce overall shipping times and processing delays, we start working on your order as soon as it is placed. This can often mean that your order will arrive in multiple packages, instead of a single package at a later date. Please refer to our Shipping Policy here for further details.

Q: Can I cancel my order?

A: We provide a 24 hour cancellation policy. If you wish to cancel your order and are within a 24 hour window from your time of placement, please open a request with our Return Center. You can find a link to our Return & Exchange Policy, which also contains a link to our Return Center here.

Q: What are my obligations for Duties/Import Taxation?

A: Regulations for customs duties vary from country to country. As we offer world-wide shipping, we encourage you to familiarize yourself with your country's rules and regulations prior to making your purchase. These charges are not covered by Aki-Oka Pet Boutique and are the customer's responsibility.