Frequently Asked Questions
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We are here to help! You can reach us via email firstname.lastname@example.org or our contact form. We do our best to reply to all inquiries within 48hrs, but please be patient as we are a small business.
Orders & Shipping
We currently ship to Canada (including , Nunavut, Northwest territories and Yukon) and the USA (Including Alaska, Hawaii).
We do not ship to US territories outside of Continental USA (Puerto Rico etc.) or PO boxes.
Orders are shipped from Vancouver BC. We ship Mondays through Fridays excluding holidays.
We aim to get your order our as soon as possible. Please allow 1-4 days for order processing depending on time of year and volume.
We ship all orders via Canada Post/USPS.
Estimated travel times:
- 2-7 Business days for the majority of Canada
- 4-10 Business days for the USA
Delivery delays can occasionally occur. Canine Friendly is not responsible for delays caused by inclement weather, COVID-19, or carrier delays outside our control.
Currently, we only ship to Canada and the USA. We do not ship to PO boxes and US territories outside of Continental USA (Puerto Rico etc.).
$9.99 Flat Rate Shipping for orders of up to $500 in Canada (including Nunavut, NWT, and Yukon) & up to $375 in USA (including Alaska and Hawaii).
Exclusions: US territories outside of the Continental USA, and PO boxes.
As we aim to process and ship your order as fast as we can, it not possible to make changes once it is processed. Please contact us ASAP and we will do our best to accommodate you.
You will receive a shipment confirmation email once your order has been shipped that contains your tracking number. Please note that it sometimes takes up to 24hrs for the carrier to display the tracking info.
Sometimes, even though the package was shipped promptly, your parcel may experience carrier delays. Or the carrier may have marked it as delivered before they have actually delivered it. 9 times out of 10 a lost package will show up in a few days. If, however, it has been over 10 days since your labeled delivery date and you still don’t have the package please reach out to email@example.com and we will issue a replacement.
Returns & Exchanges
We stand behind the quality and craftsmanship of our products.
We accept returns of unused, unwashed items in new condition within 30 days of the original ship date. Please email firstname.lastname@example.org with your return request.
Please note that shipping costs are non-refundable. Customers are responsible for paying the return freight. If we sent an incorrect or damaged item please reach out to email@example.com so that we can make it right.
We do our best to respond to each return request in a timely manner. Please ensure that your claim has all the correct information filled out as that will help speed up the process.
Yes, please reach out to firstname.lastname@example.org and we will facilitate a replacement or store credit. Shipping will not be included in the store credit amount.
Unfortunately we do not support direct exchanges at this time. Please reach out to email@example.com and we will help facilitate a return and replacement order.
We stand behind the quality and craftsmanship of our products. Please head over to our warranty page here and fill out our form with some information about the issue as well a picture of the defect. We will then help send you out a replacement product. If we no longer have the style available, we will provide suitable replacements for you to choose from.
Any manufacturer defect, such as failures in stitching or buckles is included. Chewed or salt exposed product is unfortunately not included.
We do our best to respond to each warranty request in a timely manner. Please ensure that your claim has all the correct information filled out as that will help speed up the process.
Hand wash or machine wash cold on delicate cycle inside a bag or pillowcase to protect the hardware. Air dry flat. We do not recommend saltwater exposure for our collar and leash hardware. Always rinse after a beach day to extend the hardware’s life.
All Canine Friendly products are designed and made in Vancouver, BC, Canada. We partner with local manufacturers that pay fair wages and are equally committed to our high-quality standard.
Please reach out to firstname.lastname@example.org and with the details of your request and we will direct you to the correct person.
We will review these on a case-by-case basis. Please submit your proposal to email@example.com and we will get back to you.