Help Center
How can we help?
Everything you need to know about ordering, shipping, and our single-ingredient fish — all in one place.
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Orders & Support
Take Me ThereQuestions about placing an order? Find everything on payment options, order processing, tracking your shipment, first-order discounts, and getting in touch. If you need more help, our team is happy to assist!
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Shipping & Returns
Take Me ThereWondering about shipping times, costs, or how to track your order? Here you'll find our shipping process, delivery times, free-shipping threshold, and what to do if something arrives damaged or incorrect.
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Product Info
Take Me ThereCurious about our products? Learn about ingredients, sourcing, how each product is made, feeding and storage, and what makes our single-ingredient, single-species food special.
Orders & Support
What is the status of my order?
Once you've placed your order, we'll send a confirmation email. When it ships, you'll get another email confirming the expected delivery date and a tracking link (where the delivery method allows). You can also track your order any time from the "Order history" section of your account page.
Can I change or cancel my order?
We can only change or cancel an order that hasn't been processed for shipping yet. Once it's marked "preparing for shipping," "shipped," or "delivered," we can no longer edit it. To request a change, reach out through our contact form as soon as possible and we'll do our best.
What payment methods do you accept?
You can pay with any major debit or credit card. We also support PayPal, Amazon Pay, Apple Pay, and Google Pay — just choose your preferred method at checkout.
Which currency will I be charged in?
We charge in CAD and USD. If your card uses another currency, your bank will apply its own conversion rate at the time of purchase.
Do you offer a discount for new customers?
Yes! Take 15% off your first order with code WELCOME at checkout. Sign up for our newsletter and we'll send it your way, along with the occasional offer and new-product news.
How do I get in touch?
We're a small team in Langley, BC, and we're happy to help. The fastest way to reach us is through our contact form — we'll get back to you as soon as we can.
Where can I find you in person?
You'll find us at select farmers markets around BC, plus a growing list of retail partners. Check the Markets link in our menu for where we'll be next.
Do you offer wholesale?
We do — Shay's Way is stocked by a growing number of independent pet shops and retailers. If you'd like to carry us, reach out through our contact form and we'll get you the details.
Shipping & Returns
How long does it take to ship my order?
Orders usually take 24–48 hours to process. From there, standard delivery times are:
- Canada: 5–7 business days
- United States: delivery times vary by destination — you'll receive tracking so you can follow along.
Where do you ship?
We're excited to ship across both Canada and the United States!
How much does shipping cost?
Enjoy free shipping on orders over $99 within Canada. For orders under that — and for U.S. orders — shipping is calculated at checkout based on your location.
How can I track my package?
After you order, you'll receive a confirmation email with your tracking information. Any questions about your package? Reach out and our team is happy to help.
What if my order arrives damaged or incorrect?
We're sorry if that happens! Contact us through our contact form within a few days of delivery — a quick photo helps — and we'll make it right.
Can I return my order?
Because our products are perishable, single-ingredient pet food, we're unable to accept returns on opened items for safety reasons. If there's ever a problem with your order, get in touch and we'll do everything we can to make it right.
Product Info
What does "single-ingredient, single-species" mean?
Every product is one species of fish and nothing else — no fillers, no blends, no additives or preservatives. We keep each species completely separate through the whole process, so a single-ingredient product stays exactly that.
Our meal topper varieties:
- Atlantic Salmon
- Steelhead Salmon
- Pacific Herring
- Sockeye Salmon
- Pink Salmon
Where is Shay's Way made?
Shay's Way is proudly Canadian — the brand and the products are made in beautiful British Columbia, in small batches at our CFIA-regulated facility in Langley.
We use fish that's wild-caught or responsibly farmed from trusted North American waters, with no fillers, preservatives, or additives — just real fish. From ocean to bowl, we're committed to transparency, sustainability, and quality.
What does "upcycled" mean for Shay's Way?
It means we use the nutrient-rich, underutilized parts of the fish — skin, frames, milt, and tails — that human food lines typically don't use. Nothing we make competes with the human food supply; we put the good parts most people overlook to good use. See how it works →
What are Meal Toppers?
Soft, single-ingredient fish you spoon over your pet's regular food to boost flavour, variety, and protein. Each pouch is one species of fish, gently pressure-cooked (retort) so it's tender and ready to serve. For our salmon toppers, that slow cook also softens the bones from the frame into a natural, bioavailable source of calcium.
What are Split Tails?
Here's where the name comes from: we take a whole wild salmon tail and split it in half down the middle, then gently air-dry it into a naturally chewy, single-ingredient treat. No artificial preservatives, no high-heat processing — just fish. The result is firm, flavourful, shelf-stable, and ready to serve.
What are Marine Collagen treats?
Made from 100% wild Pacific cod skin, slowly air-dried into a crunchy, single-ingredient treat. Cod skin is one of nature's richest sources of marine collagen and protein. Available as chips, sticks, and canes — nothing added.
What are Salmon Milt Puffs?
Made from salmon milt — one of the ocean's most nutrient-dense and most overlooked ingredients — gently air-puffed into a light, crunchy treat. Naturally rich in protein, omega-3s, and nucleotides, and low enough in calories to use as everyday training rewards.
Are these a complete meal or a topper/treat?
Our Meal Toppers are meant to be added on top of your pet's regular food. Split Tails, Marine Collagen, and Milt Puffs are treats and chews. None are formulated as a complete-and-balanced diet on their own — think of them as the real-fish upgrade to the bowl.
Is it safe for both cats and dogs?
Yes — our single-ingredient fish is a hit with cats and dogs alike. Cat owners especially love the Pacific Herring Meal Topper and Salmon Milt Puffs. As with any new food, introduce it gradually.
My pet has allergies — can they eat this?
Single-ingredient fish is often a great fit for pets sensitive to common proteins like chicken and beef, because there's only one thing in the bag. If your pet has a diagnosed fish allergy or a medical condition, check with your vet first.
How much should I feed, and how do I serve it?
For Meal Toppers, start with a spoonful over your pet's usual food and adjust to their size. Treats and chews can be given as rewards — always supervise chewing and keep fresh water nearby. Every pet is different, so use your judgement and your vet's guidance.
How do I store it, and how long does it last?
Our treats and chews (Split Tails, Marine Collagen, Milt Puffs) are shelf-stable — keep them sealed in a cool, dry place. Meal Topper pouches are shelf-stable until opened; once open, refrigerate and use within a few days.
Is your fish sustainably sourced?
All our fish is wild-caught or responsibly farmed, chosen with care for both quality and environmental impact — and we only say "wild" where it's genuinely wild-caught.

