SECURITY

The site operated by Canada-k9.ca offers you the exclusivity of several renowned brands through its online catalogue. Security measures have been implemented to protect the personal information of buyers and provide optimal protection against identity theft. You will find the protection system’s authentication certificate on the home page.

GUARANTEE OF QUALITY

Products are inspected prior to each shipment to ensure quality. Still, it is possible for an item to be defective. According to prevailing law, you have 30 days to return the merchandise. Beforehand, however, you must contact us by email. Note that you must provide us with the order number and proof of your payment in order for your return to be accepted.

METHOD OF PAYMENT

Canada-k9.ca offers you a secure and reliable way to purchase: PayPal services. You are not required to create a PayPal account to pay for your purchases. You can pay by credit card or wire transfer. The time frame for processing transactions varies based on the payment method and financial institution chosen. You will receive an invoice and payment confirmation at the email address you have provided.

Products offered are sold based on the information provided in the Canada-k9.ca online boutique. All prices shown are in Canadian funds and do not include federal or provincial taxes depending on the client’s province of residence. Note that these are subject to change without prior notice.

PROCESSING, DELIVERY AND SHIPPING CHARGES

An average flat rate of $16.00 is applied to all deliveries within Canada, excluding taxes which are added to the total order. Canada-k9.ca offers standard parcel service for flat rate delivery. You may choose another delivery method at your discretion, they are also available and visible on screen in the checkout page.

Regular order processing time is 3 to 5 business days, during peak periods this period can vary from 10 to 15 business days. Processing times may vary depending on the day the order is received, the method of payment used in PayPal, available stocks and the carrier.

DELIVERY WILL BE VIA CANADA POST

If no one is present at the time of delivery, the package will be dropped off at the nearest post office counter. If the parcel is not picked up, or if the delivery address is incorrect, the costs of returning the parcel and those of the second delivery will be charged to the customer. If the order is cancelled following the return of the package, the transport costs will be deducted from the refund.

In collaboration with Canada Post, Canada-k9.ca offers you four delivery modes: standard package, expedited package, Xpresspost and Priority, all delivery modes are visible on the screen, you will be able to choose another delivery mode than the flat rate mode offered by Canada-k9.ca before making the payment of your order.

Delivery times are the exclusive responsibility of Canada Post. The approximate standard delivery time is 3 to 5 business days in Canada depending on the region. A tracking number will be provided to you so that you can follow the shipping process.

RETURN POLICY

If the items delivered have obvious material or manufacturing defects, including possible transport damage, please contact us by email using the “order confirmation” email to notify us.

Canada-k9.ca will accept the return of merchandise free of charge if you are not completely satisfied with an item, within 10 days of receipt of your order, after the 10 day period following its receipt the return of merchandise will be made at the customer’s expense.

For any return of merchandise, you must contact us by email using the “order confirmation” email so that we can send you the labels that will allow you to make your return free of charge. We recommend that you identify your shipment, e.g. the delivery slip, otherwise it will be held pending a claim.

A credit note (store credit) will be issued in the customer’s name, the credit note can be used at the customer’s discretion, it will not have an expiration date. The shipping charges paid by Canada-k9.ca to Canada Post are not refundable, as well as the related taxes, they will be deducted from the credit note.

Canada-k9.ca reserves the right to refuse returns that fail to comply with the following conditions:

  • packaging must be returned and contain all literature (instruction manual and others)
  • items’ condition must be suitable for resale
  • damaged labels will be refused.

GENERAL POLICIES

All personal data will be kept confidential and every measure will be taken to ensure the protection of your personal information, in compliance with our legal obligations. Information needed to process commercial transactions will be recorded and can be transmitted, when processing the order, to related companies (Canada Post, for example).

When ordering an item from our catalogue, you are agreeing to accept our policies and the commercial approach we have adopted to carry out transactions and send you the goods.

Given the complexity of managing e-commerce and its components, Canada-k9.ca estimates that the processing of your orders and delivery should not exceed 15 business days. It is possible, however, that due to circumstances beyond our control (the fault of the manufacturer, overseas transportation, customs or Canada Post), we are unable to respect this time frame. Should this occur, we sincerely apologize and will do everything in our power to ensure your satisfaction. Please do not hesitate to contact us if the 15-business day time frame has been exceeded.

It is also possible for orders consisting of more than one item to require additional time. In fact, the order will not be shipped until all items in the order are in stock. In this instance, you will be advised of the delay.

LEGAL NOTICES

The following conditions apply to all contracts and deliveries as well as all other services. We specifically refuse all contradictory third-party conditions. All other notices must be confirmed by us, in writing.

  • For all communications use this email to ensure better communication.
  • Our office hours are from 9am to 5pm Eastern Time. You can reach us at 1 888 800-1771. Please leave a message with your name, phone number and order reference number.

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