• An account may not have been created for you with your full name and email.
• It's possible you haven't placed an order in some time and need to reset your password due to updates on the site.

In either case, please email info@myfamily.ca.

Ordering through our B2B portal is the fastest and most efficient method. It directly accesses our live inventory, allowing you to see real-time availability. If an item is unavailable, you can easily select an alternative. The website also features a 'New Products' section to keep you informed about our latest offerings. Orders submitted via email typically require 1–2 weeks for processing. 

If your order arrives damaged, contact MyFamily immediately within 48 hours of receipt. Email info@myfamily.ca and include:

1. Store name, number, location (e.g., Dog Shop #2034 Brampton).
2. Contact person's name.
3. Phone number.
4. Sales order #.
5. Photos of damaged items.
6. List of SKUs & quantities of damaged items.

MyFamily Canada will respond within 2 business days with a resolution.

If your order is missing items, notify MyFamily within 48 hours of receipt. Email info@myfamily.ca and include:

1. Store name, number, location (e.g., Dog Shop #2034 Brampton).
2. Contact person's name.
3. Phone number.
4. Sales order #. 
   
5. List of SKUs & quantities of missing items.

MyFamily Canada will respond within 2 business days with a resolution.

If your order includes items you didn’t request, contact MyFamily within 48 hours of receipt. Email info@myfamily.ca and include:

1. Store name, number, location (e.g., Dog Shop #2034 Brampton).
2. Contact person's name.
3. Phone number.
4. Sales order #.
5. List of SKUs & quantities of extra items and missing items

MyFamily Canada will respond within 2 business days with a resolution.

You can add items to your cart until you confirm your order. If you've already confirmed your order, call 514-360-1945 or email info@myfamily.ca with:

1. Store name, number, location (e.g., Dog Shop #2034 Brampton)
2. Contact person's name
3. Phone number
4. Sales Order #
5. List of SKUs & quantities to add

If your order has been processed and shipped, additional items may incur a small shipping charge. MyFamily Canada will respond within 2 business days regarding your request.

You can place a special order for one or two tags by phone or email. Please note, there will be a $3.00 shipping charge via Canada Post. 

To update shipping details, email info@myfamily.ca with:

1. Store name, number, location (e.g., Dog Shop #2034 Brampton)
2. Contact person's name
3. Phone number
4. Old address
5. New address
6. Reason for change

MyFamily Canada will respond within 2 business days regarding your request.​

Email info@myfamily.ca with:

1. Store name, number, location (e.g., Dog Shop #2034 Brampton)
2. Contact person's name
3. Phone number
4. Sales Order # or invoice #
5. Details outlining the issue

MyFamily Canada will respond within 2 business days regarding your query.

Orders are processed within 72 business hours. The delivery time varies from 3-10 business days, depending on the carrier we select at the time of shipping.

The minimum order is $450 before taxes to receive free shipping.

You can cancel your order within 24 hours of placing it. Once an order has been processed and shipped, cancellation is not possible. To request a cancellation, call (514) 360-1945 or email info@myfamily.ca with your store name, number, and Order # that can be found on the top left-hand corner of your order and begins with an S.

Tags can only be returned from the initial stocking order delivered with the engraving machine. They may be returned within 3 months, provided they are in sellable condition and without stickers. To initiate a return, please email info@myfamily.ca with:

1. Store name, number, location (e.g., Dog Shop #2034 Brampton).
2. Contact person's name.
3. Phone number.
4. Sales order #.
5. Photos of damaged items.
6. List of SKUs & quantities to return.

MyFamily Canada will respond within 2 business days regarding your return request.

If the engraving machine damages a tag, email MyFamily at info@myfamily.ca with:

1. Store name, number, location (e.g., Dog Shop #2034 Brampton)
2. Contact person's name
3. Phone number
4. Sales Order #
5. List of damaged SKUs & quantities
6. Photos of damaged tags (front and back)

MyFamily Canada will respond within 2 business days and typically send a replacement tag.

MyFamily Canada guarantees tags for 2 years. If within this timeframe, direct the customer to email info@myfamily.ca or call 514-360-1945 ext. 232. We'll require:

1. Store receipt
2. Photos of the damaged tag (front and back)

MyFamily Canada will respond to the customer within 2 business days, typically replacing the tag.

Yes, we accept credit card payments for your convenience. You can securely enter your credit card information on our B2B website during checkout. Alternatively, you may provide your details by emailing info@myfamily.ca or calling 514-360-1945. We support major credit cards including Visa, MasterCard, and American Express.

Certainly! Select ‘Pay by Cheque’ at checkout. Make your cheque payable to MyFamily Canada and include your order number on the memo line. 

Mail it to: MyFamily Canada
237 Ave. Labrosse, Suite 100
Pointe-Claire, QC
H9R 1A3

Absolutely! Make payments via direct deposit into our bank account. Send your e-transfer to payables@myfamily.ca and include your order number in the message.

For any issues with your engraving machine, visit our Technical Support page. If you cannot find a solution, contact our support team at 514-360-1945 ext. 226.