* COVID-19 UPDATE * - During the COVID19 pandemic and until further notice, our exchange/refund policy may change from time to time. We strongly encourage you to check this page and this section on a regular basis and review our most up to date return and exchange policy. You can also contact us at email@example.com for updates. We currently only offer exchanges as any returned items will not be restocked into our inventory even if they are claimed to be unused. We want to ensure every product that our customer are purchasing are brand new and comes right from our assembly line.
There are a few options for exchanges. To initiate an exchange and review options, please contact us at firstname.lastname@example.org and your email will be answered within 1 business day. Due to the high volume of emails we have been receiving , please mark your email subject line as "exchange" for a priority response otherwise, our standard response time is currently 2 business days.
Please further note, no refunds will be provided if your order is still marked as in transit from Canada Post or any of our couriers. During COVID19, there has been delays with transit times. Please be patient as our courier partners are trying their best to deliver your products. As long as your order is marked in transit, it does not mean it's lost.
For Local pickup and exchanges, you must prearrange it with our team at least 1 business day in advance so we could schedule a specific time and assist with curb-side pickup and exchange. Please contact us at email@example.com for assistance with curb-side pickup request. Masks are mandatory during pickup within our facility as part of the new rules and regulations from Health Canada.
What are your refund, cancellation and exchange policy?
This policy may change from time to time without notice.
If you do not like our products for any reasons, we will gladly exchange, issue a store credit or exchange qualified purchase within 30 calendar days less shipping and handling charges. (Please see exclusions and exceptions below). To be eligible for a return/exchange, the product must be purchased in full price (non discounted price). The product must be in perfect reusable condition and all original tags must be intact. We do not accept any product returns that have been used or damaged. We will examine all returned products and if the product is not in a perfect and resalable condition, your return will not be approved. Please note, the purpose of our 30 day exchange window is to provide you with an opportunity to feel the product in an indoor environment and is not intended to be used and returned. Product that comes with tracking and is currently marked as in transit will not qualify for any refunds. Refunds will not be issued if the product is sent to the wrong location that you have provided, rerouted to us because your location did not accept the packages (i.e. security or attendant rejected the shipment etc). You will be responsible for any additional shipment costs and fees as a result of any reshipments and shipping errors from your end.
All sale items are final sale and exchanges may be permitted under certain circumstances. Sale items are marked with a sale tag or during a sales event (For Example. Promotion for Black Friday, Cyber Monday, Boxing Day, Flash Sale, Spring Sale, Warehouse Sale and other promotions).
All LAB IX collection products are non-refundable. Only exchanges for different size may be permitted. If the requested size is out of stock, we will provide you with an in-store credit of your purchase.
All EXCLUSIVE items such as mystery boxes and other seasonal items marked for exclusive release are final sale. No refunds or exchanges are permitted for exclusive holiday items.
Store credit purchases are final sale.
Customized orders are non refundable and nonexchangeable such as an added component. (for example, requesting for an 8 feet leash, downsizing or swapping a different buckle).
* Exclusions * - Please note due to sanitary reasons, we do not offer exchange or refund for pet apparel such as bow ties, bandanas, beds and play tents/Teepee. We do not offer refunds or exchanges for customized orders. Please ensure you provide us with the correct measurements for all customized orders to avoid any issues with the fitting.
Please note we do not offer any exchanges and/or refunds for the following patterns listed below as well as patterns that have been discontinued and no longer listed on our website as they are part of our limited runs or marked for final sale.
- All Adventure collection patterns ( such as Pixel, Smart Casual, Royce, Spring, Coast, Digi-Camo, Desert Camo, Sharp, Orca, Comic, Aztec, True North)
Order Cancellations and Exchanges:
Our order fulfillment system is automated and once an order is received, our system will generate the shipping labels immediately. Once it enters our shipping process we cannot cancel the item . If your order is marked as shipped or fulfilled, we cannot cancel the order. You will be responsible to ship the item back to us if your product qualifies for returns less shipping and handling charges.
A lot of costs goes into our fulfillment of orders from picking and packing to delivery, packaging, postage and postage supplies. Please note if a refund is warranted for any reason, a restocking fee will apply for all returned orders and restocking fee is charged on a per item basis. For starter kits and sets, the restocking fee will be 15% of the sale price. Exchanges for different size is permitted and a restocking fee will not apply. Please ensure you are measuring your dog based on the size chart we have provided to avoid having fitting issues. Please note, different brands have different collar measurements. Please ensure you check our size guide to ensure you have selected the correct size.
Please obtain approval from us before shipping the products back to us at firstname.lastname@example.org quoting your invoice number otherwise, the product will not be refunded. In order to keep our products at the most favorable economics to our customers, we do not offer complimentary return shipping labels, you will be responsible to deliver the product back to us in new condition and our product tag still in tact. If the product is deemed excessively used and or tags are missing, we may provide a website credit based on our discretion. Woof Concept will not be held responsible for lost or stolen packages or if you provide us with the incorrect shipping address.
Refunds will not be issued for non-deliverable items that has been sent to the address you have provided. If you exceed the maximum holding period offered by our shipping partners and the order is shipped back to us, you will be responsible for paying the shipping cost if you require the order to be shipped to you or to another shipping address. Refunds will not be issued if you made a mistake on the address. Please check the address carefully before submitting your order. In the event one of our partner couriers have made a delivery attempt to your address and was unable to deliver at the time, your order may pend for pickup at your local post office. Order pending for pickup at the post office is at the sole responsibility of the purchaser. If your order is marked as delivered to a post office and exceeds the maximum holding period, you will be responsible for the reshipment cost.
If and when your order has not arrived after 30 business days have passed, please reach out to us immediately for next steps so that we can assist with your order replacement.
How do I exchange my product if it doesn't fit or I want to exchange it to a different pattern?
If you’d like to exchange your item, please contact us within seven days at email@example.com. All items must be in perfect condition and show no signs of use. Your only responsibility will be the cost of shipping the item(s) to us. Please see exclusion and restrictions above.
Exchanges can only be given within seven days of your receipt of the item(s). We do permit exchanges of a different patterned product of equal or lesser value.
To initiate an exchange request, please email firstname.lastname@example.org
*If there are any conflicting information provided on our website, please contact our webmaster at email@example.com immediately so that this could be rectified. If such conflicting information arise, the information on this page will prevail*
What if I received a defective product or an incorrect item?
If you received an incorrect or believe your order is defective upon receiving it, please contact us immediately at firstname.lastname@example.org quoting your order number. We will work with you for a replacement or exchange your items. Please note, this replacement is only offered if the product you received is defective (i.e. webbing sewn incorrectly or we provided the incorrect sizing etc.).