Refund policy

100% SATISFACTION GUARANTEE!

Please take the time to review our Return Policy before purchasing our Products.

Subscription Product Replacements

If you find any of our Products to be defective, please let us know so we can investigate. Any Products found to be defective are subject to replacement at our discretion. All claims of defective items must be made within thirty (30) days from the date you received the shipment and postal service notifications may be required. Please send us clear photos and/or videos of the defective Product, if it is deemed defective by us, we will ship you an item of similar value and type in your next subscription box. This would mean you will receive an ‘extra’ item in your next shipment. Unfortunately, we cannot guarantee that identical Products will be available at any given time, however if you want a certain item or have any special requests, please send us an email at hello@durapaw.ca and we would love to help as best we can!

At DuraPaw, we offer FREE SHIPPING throughout Canada and the USA. If you are unsatisfied with your purchase and would like to start a return, we will refund your full order amount minus the associated shipping costs. If you are not 100% satisfied with the Products, reach out to us and we will always do our best to make it right!

One-Time Purchase Replacements

If you encountered an item in one of your subscription boxes that you absolutely loved and want again you can re-order them here! If you receive a defective Product, please send us clear photos and/or videos to hello@durapaw.ca and explain what the deficiency as best you can. All claims of defective items must be made within fifteen (15) days from the date you received the shipment and postal service notifications may be required. If at our discretion, the Product is deemed to be defective, we will ship you a new Product of similar value and type as soon as reasonably possible. Please be aware that the investigation period may take up to two (2) weeks.

If for any reason you are simply not satisfied with the Product, whether it be the quality, color, or incorrect size for your dog, please send us a message at hello@durapaw.ca and let us know. Every order will be a case-by-case scenario based on the item reasoning, amount spent, and whether shipping was included or not. Ultimately, it is our goal to ensure everyone is happy at the end of the day!

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@durapaw.ca. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@durapaw.ca.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Purchased incorrect item

If you purchased an incorrect item, whether it be size or color, your return may be subject to a $10 return fee.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@durapaw.ca.