1.Policies, Procedures and Returns
We understand that our products are not custom and may not be a perfect fit for all pets which is why we have a return policy where as many other companies in this industry do not. We try hard to keep our prices affordable and with the help of you our valued customer we ask that you please read/understand our policies and follow them to avoid disappointment or additional money on unnecessary shipping.
We want to make sure your shopping experience is excellent and are glad to give full credit (less shipping cost) for products returned that are in new, unused resell-able condition, with the exception of the Walkin’ Wheels dog wheelchair which has some special conditions described on the “Walkin’ Wheels Warranty Return Policy” page. We will offer you a full refund under these conditions:
Our return policy covers that if during initial sizing assessment it is determined that the size is not correct then it can be returned for exchange or refund.
The best way to Assess the condition of the product you are returning is to think if you received this product from HPC in this condition and it had some fur or any damage on it would you accept this as a new product? If the answer is no then your product is more than likely not returnable and used as this is how we access returns when we receive them from you and we appreciate your understanding.
Procedure for returns
- To qualify for a return on ANY item, you must call us within 14 days of receiving the original order item to request your RMA #.
- We simply ask that it be returned in unused, new, clean, undamaged condition you received it in
- If you see fur on your return you will see a restocking fee.
- Fill out one of our HPC Return form other products with your RMA#.
- The item must be shipped back to us with the return form within 7 days after you are given your RMA#
- RMA# are only issued once per original order
- All Balto Products are Final sale No Return or exchange as listed below
Please note that products returned without a return materials authorization number and signed form will not receive credit and will be returned to sender.
Full Refund
Full Refund – Like New – To Qualify for a full refund, try garments on your pet over a tee shirt. Try boots on over a sock. Products that qualify for a full refund are ones that were tried on Briefly once for sizing, over a sock or tee shirt, didn’t fit, were repackaged and returned within 14 days of delivery.
- There is NO hair, fur, dirt, soil
- No smell on the product, this includes cigarette, perfumes or deodorizers.
- The product is in its original packaging, folded as delivered. If you carefully removed staples to open the package, DO NOT re-staple it. We will take care of that.
If you see any fur on your return you will see a restocking fee!
And must be returned with our HPC Return form other products including your RMA# issued by calling us on. (778-809-7421)
Partial Refund
Partial Refund – Cleanable. The product was tried on Briefly once for sizing, a tee shirt or sock was used and there are a few hairs on it. If we feel that we can restore the product to “new” by removing the light hair, you will be charged a 20-50% restocking charge depending on the amount of light fur removal & repacking necessary and must be returned with our HPC Return form other products including your RMA# issued by calling us on. (778-809-7421)
No Refund
No Refund – Items that have been used or not tried on over a tee shirt or sock, has any damaged (even just a few scratches or scuffs from being tried on), soiled or have too much fur, our staff feels it’s just too gross or has been washed due to soiling as we cant and don’t sell used items.Diapers, diaper suspenders are not returnable. The SleePee Time Bed cannot be used prior to return and must be received in new condition in order to get a refund.
Items returned that are not resell-able we will consider donating the product to a shelter. If you specify, we will donate the product in your pet’s name. Items ordered from other companies through HandicappedPetsCanada.com are warrantied through the manufacturer and cannot be returned to HandicappedPetsCanada.com.
The best way to Assess the condition of the product you are returning is to think if you received this product from HPC in this condition and it had some fur or any damage on it would you accept this as a new product? If the answer is no then your product is more than likely not returnable as this is how we access returns when we receive them from you and we appreciate your understanding.
If you send a product back to us, you may specify that the product be donated if a refund is not available or will be returned to sender
Final sale No Return or Exchange
All Balto Products
Due to hygiene reasons Diapers, disposable or washable, Diaper suspenders, Male Wraps, Sanitary pads and Sleepy Time Beds are not returnable for refund if original sealed package is opened.
Items that have been discounted for any reason, including clearance, sale items, or used items, are a final sale and custom ordered products are non-refundable.
2. Shipping
1 – We will make every effort to ship your order within 1 business day. Express, Overnight and Second Day orders are usually done first.
2 – Whenever possible, we will send you a tracking number you can use to find out when your product will be delivered.
3 – We do not refund shipping charges for any reason. If your shipment is delayed by the carrier and you are entitled to a refund, you will need to deal directly with the carrier. If necessary.
4 – Some items are drop-shipped directly from the manufacturer. Their policies and ship times may differ.
5- All shipping prices generated by the online store will be verified manually and if the checkout system has miscalculated you will be notified to either pay the difference for the requested service or refunded if you were over charged for shipping and handling.
Please Note: All orders are shipped once payment has been received. Orders paid by check will not ship until payment has cleared.
Items Not Received
All items are shipped by a traceable method. This means that if you do not receive your order, we can find out from the shipper where and when it was delivered. If you do not receive an item that Fedex or the Post Office claims was delivered:
1 – Check with your neighbours. We have many cases where a neighbour has taken a package and forgotten to notify someone.
2 – If your package was left on your step and stolen, please file a police report. Send a copy of the report to your homeowners insurance company and the shipper. Your homeowners insurance may cover the cost of stolen items. If the shipper has a dishonest driver, this will alert them.
3 – If a complete investigation shows that we did not ship the package, or we shipped it to an address other than what was provided by you, or that we were at fault then we will re-ship it at our expense.
Note that if you signed a note for Fedex or the Post Office saying they can leave packages at your door, then you also agreed not to hold them responsible if something is missing.If you believe your package is lost or not delivered we will initiate a claim with Canada Post or Fedex and once the investigation is concluded by Canada post or Fedex we will then take appropriate action based on the outcome of the claim.
International Shipping
Payment may be made by credit card where the credit card companies will guarantee security.We’ll gladly ship anywhere on the planet. You will be responsible, though, for shipping and handling charges. Some times the automated International shipping quotes are incorrect so Email us for a quote on international shipping, . All international orders will be verified with customer service thru email before shipping.
IMPORTANT: Many countries charge taxes, duties, and import fees. You are responsible, and agree to find out if any additional charges apply and pay for all of these charges.Please note that the timing indicated is a guideline only. These times can vary depending on several factors, including adverse weather conditions, holidays or other unforeseen circumstances beyond our control.
Refused Delivery
Please do not refuse delivery as we do get charged for this. If you refuse delivery, you will be charged a 10% restocking fee, plus the shipping charges for the return of your product.
3. Warranties
- All Product manufacturers warranties are covered by the manufacturers and their individual policies. Please contact us for information on the warranty policy for your specific product.
- Items to be returned to manufacturer – Ramps, Custom Carts, Steps, and selected other items need to be returned directly to the manufacturer. Call us if you’re not sure. If these items are accidentally returned to us, you will be charged shipping to the manufacturer or back to you.
- Any products replaced on behalf of a manufacturer under warranty by us does not include shipping, any and all shipping fee’s charges and costs are the responsibility of the customer.
HPC Return form Non Wheelchair products
4.Our Restocking Fee
The restocking charge covers some of our costs associated with making the product ready to be used on another dog while we regret the needed to charge restocking fees on items that are returned to us the costs of packing and shipping the item are real. While we could increase our prices on all of our items to cover these costs on the ones that are returned as some sellers do, we choose to keep our prices as low as possible and only recover the cost of returns from those items that are actually returned. While we understand your disappointment with being charged a restocking fee for this return, we also understand that maintaining the most competitive price possible benefits the vast majority of our buyers and is possibly the reason you chose to purchase this item from us in the first place.
HandicappedPetsCanada.com has the highest level of customer satisfaction and the best return policy in the industry. In addition we make every effort to make sure that our return policy is understood by every customer before purchasing the product.
Our mission is to help your dog walk, and we will do whatever we can to accomplish that.
5.Shipping
While we regret the need to charge shipping on items that we ship to our non local customers which we understand can be quite high for overnight service. While we could increase our prices on all of our items to provide “free shipping” as some sellers do, we choose to keep our prices as low as possible as free shipping is never “free” and is always built into the initial cost which is just not fair for our local customers and believe in full disclosure of costs associated with your purchase.
We also do not cover return shipping costs as these would also have to be built into the initial cost and not fair for the vast majority of customers that don’t need to return the product purchased. While we understand your disappointment with having to pay a return shipping fee and not being refunded on your initial shipping cost for this return, we also understand that maintaining the most competitive price possible that benefits the vast majority of our customers and is possibly the reason you choose to purchase this item from us in the first place.
Again we apologize for your disappointment but hope you understand the need for the shipping charges.
Finally
If we have not acted in accordance with the terms and conditions stated here, please let us know immediately and we will do whatever we can do make things right.
