Delivery & Shipping Info

How Naturally Urban gets Pet Food to your Door.

 Thanks for checking out how we operate. There's a lot of information below, but know that we are here if you have any questions. Just send us an email at info@naturallyurban.com or give us a shout 604 PET-FOOD. 

Our #1 goal is to get your pet food to your door (with a smile) when you need it.

 Our 1st questions to you are:

1.) Are you a local delivery customer (a resident of Vancouver, the North Shore, Burnaby, New Westminster, and Port Moody)
2.) Are you planning to pick up your order at our East Vancouver warehouse?
3.) Are we shipping it to your address?

*Note: We are also testing Richmond deliveries at the moment and are planning to serve the City of Richmond in the months ahead.

We now ship across Canada and the United States at very competitive rates (with free shipping for those in Southern British Columbia).

Store Pick Up:

You are always welcome to pick up at our store at 101-229 Keefer Street during business hours. If you need a pick up outside of these hours, call us at 604 PET-FOOD or email us at info@naturallyurabn.com  Our owner lives a couple of blocks away, and if he's free, he'll happily meet you there.


For Local Pet Food Delivery:

 Hello neighbour, we're stoked that you want to know how our deliveries work.

 We suggest thoroughly reading below. However, if you are in a Pet Food Emergency 911 – please give us a call (604 PET-FOOD) so that we can try to sort it out STAT.

Is it in stock?

To find out if we have your item in stock, please go to your product of interest. If you don't see a note in red saying it's out of stock – then we've got it!

We have three types of orders:

Everything is in stock
Excellent! If you are not in a rush, we will usually get this to you in 3 business days (except Port Moody which we deliver Thursday or Friday). In many cases, it's delivered sooner, but we like to under-promise and over-deliver. Suppose you need it sooner - no problem. Just send an email to orders@naturallyurban.com, and we'll get it to you ASAP.

Part of the order is in stock.
In this case, we have some of your items in stock while other things are on backorder. If you'd like, we can deliver what we have on hand, or you can wait for the rest to arrive. Drop us a line at orders@naturallyurban.com for partial delivery. If we do not hear from you, we will assume you are good to wait for your other items to arrive. (see below)

Nothing is in stock.
We need to wait until we have them in stock. Please look below to see how product arrivals work.
 

    Product Arrival details:

    If you order before Tuesday at 10 am: 

     We should receive your product by the end of the week. Please note that a few brands arrive bi-weekly (such as Natural Instincts, IrRAWsistible, Acana, Orijen and MDF); if there's ever an issue, we will let you know.

    If you order after Tuesday at 10 am:
    There is still a 50/50 chance that it could even arrive in this week's shipment. Otherwise, it won't come until the end of next week ☹.

    Of course, this is dependent upon our suppliers having the items in stock. If they are out of stock, we will let you know as soon as we can and offer alternatives. Most of the time, we can get these items out to you by the end of the week. 


    For the friends we ship to:

    We're excited to let you know that we offer free shipping in Southern BC if you spend over $100 (aside from remote locations). We also ship to the rest of Canada and the United States at a 50% discounted Canada Post rate. The exception is frozen products which we only ship in Southern BC.  This is done via special request so please email info@naturallyurban.com to get yourself set up.

    Orders then fit into 3 possibilities:

    Everything is in stock
    Excellent! We'll usually get this to you in 3 business days. It often goes out sooner, but we want you to manage your expectations. If you need it ASAP, please email (Info@naturallyurban.com) or give us a call at 604 PET-FOOD.

    Part of the order is in stock.
    In this case, we have some of your items in stock. If you would like, we can ship what we have on hand or wait for the rest to arrive. If you want us to send it separately, we will have to charge additional shipping fees. Please email info@naturalyurban.com to sort this out.

    Nothing is in stock 
    We need to wait until we have them in stock. Please look below to see how Product Arrivals work.

      Product Arrival details

      If you order before Tuesday at 10 am: 
      We should receive your product by the end of the week. Acana and Orijen are the only exceptions; their cut off is Thursday the previous week.

      If you order after Tuesday at 10 am:
      There's a 50/50 chance that it may arrive in this week's shipment. Drop us a line, and we can let you know. Otherwise, it won't come until the end of next week ☹.

      Of course, this remains dependent upon our suppliers having the items in stock. If they are out of stock, we will let you know as soon as we find out and offer you alternatives.

      Most of the time, we can get these items out to you by the end of the week.

      Expected shipping time frames:

      Southern BC: overnight service
      Rest of BC, plus some parts of AB: 2 to 3 days
      AB, SK, MB: 3 to 4 days
      ON, QB: 5 to 6 days
      The Maritime: 6 to 7 days
      The USA:1-2 weeks

      If you have any questions, please feel free to give us a call at 604 PET-FOOD or send us an email at info@naturallyurban.com.