Shipping and Returns

SHIPPING TIME FRAMES

Dispatch Times We aim to dispatch your order by the next working day, but because many of our products are handmade in small batches, some items may require extra time to be handmade specifically for your order. Please allow up to three days of production for apothecary products and up to 7 days of production for leather products.

Delivery Times

Please note these delivery times are not guaranteed especially during promotions and around busy periods such as Holidays and Christmas / New Year.

 

 

RETURNS & EXCHANGES 

30 Day Return Policy

We take great pride in the quality of our goods but if for any reason you aren't satisfied, we do accept the return of items unused, in the original condition and packaging within 30 days of your purchase. If 30 days or more have passed since your purchase, we cannot offer you a refund or an exchange. Buyer must take into account the description of the item before requesting a refund. If the item matches the description by the seller and the buyer is unsatisfied, seller is not responsible for refund. Exchanges are granted on a case-by-case basis.


Exception: Ointments may be used and if unsatisfied, returned within 30-days of purchase for a full refund. We believe everyone should have the chance to try our apothecary products, stress-free.

In circumstances where you consider that a product is defective, you should promptly contact Allan at allan@loyalcanineco.com with details of the defect.

Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within a reasonable period of time, whether you are entitled to a refund or replacement as a result of the defect. If you are eligible, we will send you a replacement product or we will refund your purchase.

To follow-up on the status of your return, please contact Allan at allan@loyalcanineco.com


Please Note:

Refunds do not include any shipping and handling charges shown on the packaging slip or invoice. Shipping charges for all returns must be prepaid and insured by you. You are responsible for any loss or damage to the goods during shipment. Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.
International Returns/Exchanges Please mark 'Returned Items' on both your parcel and on all paperwork enclosed to try to prevent it from incurring import charges and taxes. Loyal Canine Co. is not responsible for any return custom charges made.
'SALE' Items

 "SALE” ITEMS ARE NOT ELIGIBLE FOR THE 30 DAY REFUND/EXCHANGE PERIOD.


Any "SALE" items returned within 7 days of receipt are eligible for a refund/exchange. Anything returned after the 7 day period is NOT eligible for a refund or exchange. If you are unable to get the items back to Loyal Canine Co. within 7 days, we will accept a notice within that period and a further 7 days for your goods to arrive.

Please note "Discounted" items where a code was applied at checkout are eligible for a refund or exchange within the 30-day return period.
Returns Address

Please send all exchanges and returns to the below address, ensuring you include a returns form or sufficient information to process a return/exchange.

Loyal Canine Co.
73 Arkell street
Hamilton, ON. L8S 1N6
Canada
Returns/Exchanges form

 CLICK HERE TO DOWNLOAD OUR RETURNS FORM

 

CUSTOMS & MISSED PARCELS 

Customs and Duties Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges and cannot determine what the cost might be as customs policies and import duties vary from country to country. We advise that you contact your local customs office to find out current charges before you order.

The customer must take full liability for any parcels returned to Loyal Canine Co. due to unpaid customs charges or ignored/unseen emails from your customs office or carrier. Postal charges, return shipment costs, customs charges and handling fees will all be deducted from any refund, gift card or requested exchange due.

Missed Parcels Any items not delivered due to the recipient not being home will generally be returned to a local depot after the second delivery attempt, items not collected from the depot will be returned to Loyal Canine Co. and we will issue a refund of goods MINUS our postal charge and an admin cost for returned items. We advise customers to select an address that they can guarantee someone being there to receive the item (home or place of work) as they will need to be signed for.
Undelivered Items For Canadian deliveries, contact the selected courier via the instructions in their shipping email (if applicable) and use your tracking number. For International, contact the relevant carrier and refer to your tracking code. Once it leaves our hands it is the carriers responsibility to deliver your package to you. We have very little if any power to influence any non-delivered items. The carrier will explain their procedures as well as any compensation claim processes.