Last updated: 28 October 2026.
Damaged, wet, missing or wrong items
Tell us within 48 hours of delivery, with your order number and photos, on WhatsApp +1 672-203-4941 or at support@pelletscanada.ca. We will replace the affected items or refund them, as you prefer. Please keep damaged bags until we confirm; we may need them for a carrier claim.
Cancelling an order
- Before you pay: cancel at any time by telling us on WhatsApp. Nothing has been charged.
- After you pay, before delivery: cancel at any time for a full refund, unless the order was a special order we told you could not be cancelled before you paid.
Returning items you no longer want
- Parcels (accessories, unopened BBQ pellets, charcoal, fire starters): return within 30 days of delivery, unopened and unused. Return shipping is at your cost, and we refund the price of the items.
- Pallets and bulk fuel: no change-of-mind returns once delivered, because we can’t resell fuel that has left our control. Damaged or wrong pallets are covered above.
- Opened fuel and litter: not returnable unless the product is defective.
Refunds
Approved refunds are sent by Interac e-Transfer within 10 business days of receiving the return or approving the claim. When the problem was our error (damaged, wrong or missing items), we also refund the delivery cost.
Pallets
We don’t charge a pallet deposit. The wooden pallet is yours to keep or dispose of.
Questions: contact us. Delivery details: see our shipping policy.