Returns, Refund & Shipping Policy

This policy explains how we ship orders and how returns and refunds work. It applies to orders placed through this website; in-person point-of-sale purchases are picked up on the spot and aren't shipped, but the same return and refund terms apply.

Shipping

• Orders are shipped within 1-2 business days of being placed, Monday to Friday, excluding statutory holidays.
• We currently ship to addresses within Canada only.
• Standard shipping — delivered in 3-7 business days, anywhere in Canada. Free on orders over 150 CAD; otherwise a flat rate calculated by your province at checkout.
• Express shipping — priority handling, delivered in 1-3 business days, priced at checkout.
• Delivery estimates start from the day an order ships, not the day it's placed, and are estimates rather than guarantees — weather, courier delays and remote addresses can extend them.

You'll receive an order confirmation by email once your order is placed. If your order hasn't arrived within the estimated window, contact us and we'll look into it with the courier.

Returns

• Unused items in their original packaging can be returned within 30 days of delivery for a full refund.
• For hygiene reasons, items that have been used by a pet - worn collars and harnesses, chewed toys, opened grooming products - can't be returned unless they're damaged or defective.
• Custom, made-to-order or clearance items marked as final sale are not eligible for return.
• To start a return, contact us with your order number and the reason for the return before sending anything back — items returned without prior contact may be delayed or refused.

Damaged or defective items

If an item arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery with your order number and a photo of the issue. We'll arrange a replacement, repair or full refund, including return shipping, at no cost to you.

Refunds

• Once we receive and inspect a returned item, we'll notify you of the outcome by email.
• Approved refunds are issued to your original payment method within 5-10 business days.
• Outbound shipping charges are non-refundable unless the return is due to our error or a damaged/defective item.
• Unless a return is due to our error or a damaged/defective item, return shipping is at the customer's expense.

Cancellations

You can cancel an order for a full refund any time before it has shipped — contact us as soon as possible. Once an order has shipped, our standard return process applies instead.

Purchases made on Amazon

Some of our products are also, or only, sold on Amazon. An order placed on Amazon is an Amazon order: it's shipped, returned and refunded under Amazon's own policies, and Amazon's customer service handles it. We're still happy to answer questions about the product itself.

Point of sale purchases

Items purchased in person are exchanged or refunded under the same Returns terms above; bring your receipt or order number when you contact us.

Contact us

To start a return, ask about an order, or report a delivery issue, contact us at contact@sylkommerce.ca.