Regularly stocked unused merchandise may be returned for any reason within fourteen days of purchase. All special orders and sale items are final sale. We are unable to accept the return of merchandise in unsellable condition or without the original packaging, tags, etc. Any refunds given will be in the tender paid. Gift receipts are 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 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 a 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 [email protected]. We will be happy to assist you with a hassle-free return.
Please do not ship any returns without our acknowledgement and a 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 it will be considered a new order and your card will be billed.
All shipping charges due to return for any reason other than warranty-related are the responsibility of the customer. Delivery fees are non-refundable. 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.
For a safer return, please consider sending your return with a tracking number and insurance, we don't guarantee that we will receive your returned item.
We do stand behind the products we sell and carefully select the best of the best. Pet products are made for real life, not forever — manufacturers' guarantee isn’t for normal wear and tear, and no dog product is indestructible.
We value your feedback as it helps us serve our customers even better. Please let us know if you have any questions or concerns and we will work together with you to resolve it to everyone's satisfaction.
If something happens to your product and it is still covered under the manufacturer’s warranty, you can contact the manufacturer to make the claim. Their contact information should be included in the packaging, but if you can’t find it, or if you need any help making this claim, contact us and we will gladly help you in any way we can. We are not able to process warranty claims.