Policies & Returns

Returns Policy Pages:

Within each of the following pages, you will find specific return forms designated for your item.

Walkin’ Wheels Cart/Wheelchair Returns Policy and Procedure
All Other Products Returns Policy and Procedure
Rental Cart/Wheelchair Policy and Procedure

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.
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.
6 – We have a strict no safe-drop policy. Someone must be home to receive your package, or a notice card will be left indicating where you can pick up your item. We do this to ensure that your package is never lost or stolen.

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, we shipped it to the wrong address, 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.
 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.

1.Policies, Procedures and Returns

Discounted Items
 Items that have been discounted for any reason, including clearance, sale items, or used items, are a final sale and are non-refundable.
 New Unopened Refund
 New unopened products returned because they were no longer needed and are still in original packaging with the seal in tacked will receive a full refund (not including shipping) and must be returned with our RETURNS AUTHORIZATION FORM including the RMA# issued during a telephone or email correspondence. (778-809-7421)
Like New and Partial Refunds
 To Qualify for an like new refund, try garments on your pet over a tee shirt. Try boots or splints on over a sock. Products that qualify for an as new refund are ones that were tried on once, over a sock or tee shirt, didn’t fit, were repackaged in original package with all instructions etc included and returned within 14 days with our RETURNS AUTHORIZATION FORM including the RMA # issued.
There is NO hair, fur, dirt, soil, smell, scratches or damage on the product.
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. A 10% restocking Fee will be charged on all unsealed like new refunds. Please scroll down to view the explanation of the re-stocking fee.
Cleanable – Partial Refund
 The product was tried on once, but a tee shirt or sock was not used and there are a few hairs on it with no scratches, marks or damage. If we feel at our discretion  that we can restore the product to “new” by a light cleaning it, you will be charged a 20%-50% restocking charge depending on the amount of cleaning & repacking necessary.Return with our RETURNS AUTHORIZATION FORM including the RMA # issued.
No Refund
If the product has been used, soiled, or damaged (even just a few scratches or scuffs from being tried on) or our staff feels it’s just too gross to clean, or is otherwise 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 (Carts, Ramps, Steps, etc.) 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 returned to you if a refund is not available. You will be asked to pay shipping. If you decide to refuse the package we will need to charge you for the return shipping

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.