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 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
| Procedure for 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. |
| 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 once, over a sock or tee shirt, didn’t fit, were repackaged and returned within 14 days of delivery.
And must be returned with our RETURNS AUTHORIZATION FORM including the RMA# issued by calling us on. (778-809-7421) |
| Partial Refunds |
| Partial Refund – Cleanable. The product was tried on once, but a tee shirt or sock was not used and there are a few hairs on it. If we feel that we can restore the product to “new” by cleaning it, you will be charged a 20-50% restocking charge depending on the amount of cleaning & repacking necessary.
Partial Refund – Discountable. The product was tried on once and was slightly soiled or scratched. It is still in good condition, but is no longer new. If your return cannot be brought to ‘new condition’ we will offer you a refund and re-sell the product as used at a discount. The refund is usually between 25% and 75%. No Refund – Open packages of diapers and any items that have been soiled 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. These items must be returned directly to the manufacturer: Heavy Duty Harness, Vehicle Travel Hammock, Travel Ramp, Expanding Pet Steps, Foam Steps, Hold a Dog Harness, Canine Icers, and Stuffed Animals. If these items are accidentally returned to us, you will be charged shipping to the manufacturer or back to you. |
| 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 or has been washed due to soiling, 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.
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.
