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COVID-19 Prevention Policy

As the situation with Covid-19 evolves day-to-day, our top priority during these challenging times continues to be the health and safety of our co-workers, customers and communities.

At Reaulk, taking care of both our community and our employees is important to us. All employees are working from home and they are being paid full salary during this time.

All contract workers and agents at our storage locations have being trained on proper hand washing protocol, work areas are cleaned prior to shipping each package and all employees wear vinyl gloves when packaging orders.

 

General F.A.Q Regarding COVID19 and Our Store

1. Can I place an order? Will Reaulk deliver the package?
Yes, Our
sales are currently continuing. However, delivery times may be longer than usual and our selection of items available for international shipping may be temporarily reduced. You can find updated delivery times on theSHIPPING POLICY page.
Do not use delivery addresses for buildings that may be closed due to the current provisions (e.g. schools).

2. What's the status of my order and delivery? Can I change the address on my order?
You can track your order and deliveries from Track Orders.
From our main webpage.You can change the delivery address for an order until it ships.
Please read our 
REFUND POLICY page.
Once your order has shipped, you can find tracking information in your order details.
Please note that the update of tracking information may be longer than usual (about 5-10 business days)

3. Why are some items taking longer to ship?
As COVID-19 has spread, we have seen an increase in people shopping online. To serve our customers while also helping to ensure the safety of our associates, we have changed our logistics, transportation, supply chain, purchasing to prioritize stocking and delivering items that are a higher priority for our customers. This has resulted in some of our delivery time being longer than usual.
Please read our
REFUND POLICY page.

4. Is it safe to receive orders?
For guidance on Coronavirus, please refer to the 
World Health Organization website.

5. Is it possible to reduce contact with drivers when they deliver my orders?
Yes. 
Pet Royal's delivery partners have been advised to reduce contact with customers by placing packages at the customer's doorstep and stepping back. If an ID check is required, these are now performed at a distance.
You can also choose a safe location where the driver can leave your package if you are not able to answer the door.

6. Why was my order canceled
Here are the most common reasons canceling orders
1. There was no response when we contacted you.
2. Your receiving address does not have a suitable shipping method, due to the COVID-19.
  3. We reserve the right to refuse or cancel an order for any reason including limitations on quantities available for purchase, inaccuracies, or errors in product or pricing information, or problems identified by our credit and fraud avoidance department.
4. If your order is cancelled, we will refund you. All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 20~30 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
 
7. Why did my order(package) tracking number changed?
Before your package is shipped, we will check your receiving address. Due to COVID-19, if your address cannot be delivered in the original shipping method, we may change the shipping method, so your order tracking number may be changed.
Our email address is support@reaulk.com, and we will reply to you within 24-48 hours due to the quarantine measures to keep our employees safe.

 

I’d like to recall the measures we are taking to stay connected during this time. Please note that if you will like to get in touch with us for any reason, you can always do this through the following avenues:

Facebook Messenger: m.me/103627824650894

Post: 330 St Mary Avenue Suite 300, Winnipeg Manitoba R3C 3Z5

Email: Support@reaulk.com

SMS: Toll Free - (855) 572-6006

Please note that Due to the impact of COVID-19, many countries have taken emergency measures one after another. Reaulk will process orders normally now, but please give courier  staff additional time to get your order to you.

We appreciate your patronage at this critical time and truly hope we do our best to make you happy always.

Please stay safe, much love to you.

 

From all of us at Reaulk

Reaulk is managed by RielEx Limited, a Canadian owned Incorporation.

Alberta Corporate Access Number: 2022486803

Business Number: 745247478