At Canine's tale, we want to do our best to ensure you are happy when shopping with us. Even though we are a new and small business, we do not offer a refund but, there is a 14-day change of mind policy for our products after tracking is 'delivered'. But, if there is any reason and you really want a refund, there is a 20% restocking fee. Refer to our refund and restocking fee section for more information. Please note purchasing the incorrect size is not our fault. You are responsible to pay additional for returns and shipping with the correct size.

If you purchased and noticed there may be any problems with our product (for example, the difficulty with the side-release clip being hard to use), please fill in our returns form and we will see what we can do.

There are exemptions when it comes to getting a refund which are either: it was badly damaged upon receiving, order was incorrectly sent to you (in which we will provide you a returns parcel paid by us), or other complications.

Please do not further destroy the product as an excuse for a refund from us. If we know it was purposely damaged, the whole returns request will be terminated even if you have shipped the products back to us. It will cost you an additional $10 for us to mail the destroyed product back to you (if you want it back) or we will keep the product and you will not receive a refund at all.

We would like to let you know that we check all items before shipping them out to you but, if you believe there are any faults or damages from the delivery, please contact us with the description and photos before returning to us for an exchange and refund. Any return shipping costs are paid at the buyer's expense unless it's Canine's Tale's fault.

We are not responsible for any missing parcels that are returned by you. So please ensure you have a tracking number or purchase shipping insurance.

To be able to receive a refund or exchange, the item must be in its original condition, meaning there must be no tears, marks, stains, smell, and/or furs. Restock fee may occur if it is not met.

Please note that gift cards cannot be refunded.

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Local Orders

If you purchased and picked up your order locally, we are more than happy to provide you an exchange. Send us an email before coming to our location by filling in our provided form. We cannot process your request until you do so. Please bring your proof of purchase and your products.

If you purchased through face-to-face, we cannot refund at all as you would have checked before purchasing.

The same conditions still apply; the restocking fee still applies if it's not in its original condition.

Restocking Fee

• There will be a 15% restocking fee of the total order if the product is returned and not in its original form that we know is not Canine's Tale's fault (meaning it was either stained, torn, damaged, marked, bad odour, and/or have lots of furs that was made by you or your pup).

• There is also a restocking fee of 20% of the total order paid if you request a refund on your purchase.

• There will be no refund and exchange possible after 15 days.

 

Returns for store credit

• You will receive a store credit based on the amount you paid on the order. Unlike a full refund, a $9.50 or $12.50 deduction won't occur for orders that had free shipping if selecting the store credit option.

• You will receive an additional 10% credit on the amount you spent.

• Example 1: If you purchased a total accumulated of $100, you will receive $110 store credit.

• Example 2: If you purchase a total accumulated of $200 and you received free shipping, $200 + 10% ($200+$20) = $220.

• You will still receive free shipping for purchases over $70.

• Store credit code does not stack with discount code so please ensure you use your store credits to its fullest potential as the code can only be redeemed once.

• Once ordered, there will be no refund and exchange if discount credit was used.

• 110% opportunity is only valid once per customer.

 

Refund

• There is no refund simply for a "change of mind".

• To be eligible for a refund, it must be reasonable.

• We would like to let you know that we check all items before shipping them out to you but, sometimes people make silly mistakes.

• Any return shipping costs are paid at the buyer's expense unless it is Canine's Tale's fault.

• Free shipping that is paid by us will be deducted from the total return value, which is $9.50 for Standard and $12.50 for Express.

• Example: If you purchased a total accumulated of $200 and Express shipping was paid by us; $200 - $13 = $187 refund. This is because the order is over $150 which received free Express shipping.

• Gift cards cannot be refunded.

• If you really want a refund without a reason, there will be a restocking fee of 20% of the total order paid.

• Example: You paid $100 for the order and received free standard shipping ($100 - $9.50 = $90.50).

• $90.50 x 0.2 (20%) = $18.1 is 20% of $90

• $90.50 - $18.10 = $72.40 will be refunded.

 

Bundles

• If you purchased a bundle from Canine's Tale, you cannot request a return for the individual part, it must be returned as a whole bundle.

• If you used our discount code when checking out, you will be refunded the amount you paid – not the original price.

• Free shipping that is paid by us will be deducted from the total return value.