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Terms and Conditions

Our promise

Your satisfaction and your pets' well-being are our top priorities. Nothing makes us feel better than knowing that we could help. Questions, comments, concerns — regardless what it is we would like to hear it. And even if you have a question that is not store-related, we would be happy to help.

Return policy

Regularly stocked unused merchandise may be returned for a credit or exchange for any reason within fourteen days of purchase. All custom orders and sale items are final sale. We are unable to accept the return of merchandise in unsellable condition or without the original packaging. Any refunds given will be in the tender paid. Gift receipts valid for exchange or store credit only. Returns may be limited or declined at our discretion. Other restrictions may apply.

Several types of goods are exempt from being returned. These include: sale items, perishable items, gift cards, any products that are intimate or sanitary goods, any items that are intended for a temporary use only including but not limited to post-surgery cones (unless returned within 24 hours), items that cannot be returned for hygienic reasons, hazardous materials, flammable liquids or gases, and shipping costs.

For purchases made in-store receipt is required. Registered customers do not require a receipt.

For an easy return of a purchase drop by the store at 181 Smithe Street in Vancouver or give us a call at 604 559 2663 or email us at info@bonesps.com. We will be happy to assist you with a hassle-free return.

Please do not ship any returns without our acknowledgement and Return Form.

We will process the return or exchange upon receiving the returned merchandise and will notify you by email or telephone. In case of an exchange please do not place a new order, otherwise we will consider it a new order and bill your card.

All shipping charges due to return for any reason other than warranty-related are the responsibility of the customer. In case additional charges are required, such as shipping charges or the difference in case of an exchange, we will contact you prior to billing your card.

Please consider sending return with a tracking number and insurance for safer returns. We don't guarantee that we will receive your returned item.

Product availability

While we are striving to have all items in stock and ready for immediate shipping, if for any reason we are sold out, we will let you know promptly. We will advise you of the estimated availability date, suggest a similar item or offer a refund.

Customer account

You can shop with us without creating an account. After you checkout you will be prompted to create an account. We recommend you do so, as it is very easy and will allow for even faster checkout with your next order. Creating an account does not put you on any mailing lists automatically. We will never share your personal information or contact you with any promotions.

Sales tax

All Canadian customers are required to pay all applicable taxes based on destination province.

Shipping

We are only able to ship to a verified Billing address.

US and International customers

At this moment we only ship within Canada.