Policies & Returns

Returns Policy Pages:

Within each of the 3 following pages, you will find specific return forms designated for your item, click on the appropriate returns page.

1. Walkin’ Wheels Cart/Wheelchair Returns Policy and Procedure
2. All Other Products Returns Policy and Procedure
3. 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 Full 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.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.

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. Our Return policy is common sense and we do not accept used products for return!

We will assess your products upon return according to the following categories to complete your refund, we don’t want you to waste your money on shipping so please check your products condition closely prior to returning to ensure a full refund and avoid additional restocking fees as we follow our policies closely as you expect us too.

If you see fur on your return you will see a restocking fee!

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.

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

Please note that products returned without a return materials authorization number and signed form will not receive credit and will be returned to sender.

Final Sale / Non returnable items

All Balto Products are Final sale No Return

OrthoDog Hip Hound products are Final Sale No Return

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.

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

Final sale No Return or Exchange

All Balto Products

OrthoDog Hip Hound

No Refund – Items that are clearly used and 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 (Carts, Ramps, Steps, etc.) are warrantied through the manufacturer and cannot be returned to HandicappedPetsCanada.com.

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

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.

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.Products