Return policy
Please note that all returns must be approved via email at [email protected] in advance. Your return request must be made within 15 days of the billing date.
100% SATISFACTION GUARANTEE
If you are not completely satisfied with our products within 15 days of your first order or after trying a new product, we will refund your order once we have received your return.
RETURN NOT APPLICABLE
All sales with a discount of 30% or more are final and non-refundable.
THERE IS A MISTAKE WITH MY ORDER
Errors may occur in orders, as we are human. You may be eligible for a return under the following conditions:
• YES, if an item is missing from your order:
We will send the missing item directly at no additional cost.
• YES, if the item you received is not the one you ordered:
- If you wish to keep the incorrect item, we will refund 10% of its value on your order.
- If you wish to receive the correct item, we will place a new order on your account. We will send you a Purolator return label by email, and you will need to drop off the unwanted item at the closest Purolator depot. Once we have received and inspected your return, a refund will be processed to the original payment method used for your order. You will also receive an email notification. We cannot be held responsible for packages lost in transit.
FIRST ORDER OR NEW PRODUCT TRIED
If you are not satisfied with our products after your first order or after trying a new product, you may be eligible for a return under the following conditions:
• YES, if the bag is opened but your pet is not satisfied. (Your bag must contain at least 80% of its original content to be eligible for a refund.)
• YES, if the bag(s) are unopened.
• NO, if you have multiple opened bags of the same formula, only one of them will be eligible for a refund.
I FORGOT TO CANCEL OR PAUSE MY SUBSCRIPTION
We understand that you may have forgotten to update your order, and you may be eligible for a return under the following conditions:
• YES, if the bag(s) have not been opened and/or damaged.
• NO, if the bag(s) have been opened and/or damaged.
MY TRACKING NUMBER IS PROBLEMATIC AFTER 6 DAYS
If there are issues with your shipment through Purolator (e.g., "pending," "no tracking," "in transit"), we will reach out to Purolator to request an investigation. You may be eligible for a return under the following conditions:
• YES, we will proceed with a new order on your account as per your instructions to ensure your pet has food. A signature request may be added. In accordance with applicable law, we will issue a refund for your lost order within 30 days if your package has still not arrived.
UNCLAIMED PACKAGES
You may be eligible for a return under the following conditions:
• YES, any unclaimed package returned to the sender will be refunded minus the shipping fees incurred.
THE PACKAGE WAS DELIVERED, BUT I DID NOT RECEIVE MY ORDER
Please wait 5 days after the tracking indicates that the package has been delivered before contacting us at [email protected] for any shipping issues. Note: we are not responsible for delays caused by the carriers.
• YES, we will proceed with a new order on your account as per your instructions to ensure your pet has food. A signature request may be added. We will reach out to Purolator to request an investigation. In accordance with applicable law, we will issue a refund for your lost order within 30 days if your package has still not arrived.
YES, I THINK I AM ELIGIBLE FOR A RETURN. WHAT SHOULD I DO?
Write to us to get return approval. Please note that all returns must be approved via email at [email protected] in advance. Your return request must be made within 15 days of the billing date.
Once your return has been approved:
We will send you a Purolator return label by email, and you will need to drop off the unwanted item at the closest Purolator depot. Once we have received and inspected your return, a refund will be processed (Less the shipping fees) to the original payment method used for your order. You will also receive an email notification. We cannot be held responsible for packages lost in transit.
Please write the RMA NUMBER provided by email on your package. Include the invoice inside.
Items returned without prior approval will not be accepted.
WHEN WILL I RECEIVE MY REFUND?
We will notify you once we have received and inspected your return to let you know if the refund has been approved. If approved, you will automatically be refunded to your original payment method within 10 business days. Please also keep in mind that there may be an additional delay for your bank or credit card company to process the refund.
Wilder Harrier
125 Jérémie-Pacaud Street
Princeville (Quebec) G6L 0A1
Canada