Refund policy
At Canino, we take pride in providing premium frozen raw dog food that meets the highest standards of quality and safety. We promise you a 100% Satisfaction Guarantee for all purchases. If you receive a product that is defective, we will work to resolve the issue promptly. Please carefully review our return policy outlined below.
Satisfaction Guarantee & Return Eligibility
- We only accept returns for defective products.
- Returns must be initiated within 30 days of receiving your order.
- Products must be less than 50% consumed to qualify for a return.
- All returned products must be kept frozen and in their original packaging.
How to Report a Defective Product
If you suspect there is an issue with your product, follow these steps to report it:
1. Contact Customer Support:
Email us at customer.support@canino.ca or call 514-715-3663 within 48 hours of noticing a problem. Please provide:
- A detailed description of the issue or defect.
- Photos clearly showing the defect or problem (if applicable).
- Your name, order number, and contact information.
2. Product Review:
Our team will review your report within 48 business hours. If your product is deemed defective, we will provide instructions on the next steps for a return or credit.
3. Keep the Product Frozen:
Store the product in a freezer at the correct temperature until further instructions are provided. This is crucial for verifying product quality.
Return Process for Defective Products
If your return is approved, follow these steps:
- Prepare the product for return:
Place the item in insulated packaging with ice packs to keep it frozen during transit.
Include return documents:
Attach the return form provided by our team and proof of purchase.
- Ship the product:
Use a courier of your choice to send the product to the address provided in our return instructions. Return shipping costs are the customer's responsibility unless otherwise indicated.
- Retain proof of postage:
Keep the shipping receipt with tracking details as proof of return.
Refund or Replacement
- Once we receive and inspect your returned product and confirm it is defective, we will:
Issue a replacement product, OR
Provide a refund or store credit, depending on your preference.
- Refunds will be processed within 7-10 business days and will exclude shipping fees.
If you haven't received your refund after 10 business days, please contact us at customer.support@canino.ca or 514-715-3663 for assistance.
Important Notes
- Improperly Stored Products: Products that have thawed, spoiled, or been handled improperly may not be eligible for a return or refund.
- Non-Defective Product Returns: Due to the perishable nature of frozen raw food, we cannot accept returns for reasons unrelated to product defects (e.g., preference changes).
Frequently Asked Questions
1. What should I do if my frozen product arrives thawed?
Contact us immediately at customer.support@canino.ca or 514-715-3663 with photos of the item and packaging as it arrived. We will assess the issue and determine the next steps.
2. What if I ordered the wrong product?
Unfortunately, we do not accept returns for incorrect orders. Please carefully review your cart before completing your purchase.
3. How do I return frozen items safely?
Use insulated packaging with ice packs to ensure the product remains frozen during transit. Detailed instructions will be provided if your return is approved.
4. Can I return opened products?
Opened products are only eligible for return if a defect is confirmed. Products more than 50% consumed are not eligible for return.
5. What if I purchased my product through a reseller?
For purchases made through third-party retailers, returns must be requested directly from the place of purchase and follow their return policy.
Contact Us
If you have any questions or need help with your order, our Customer Support Team is here to assist you:
Email: customer.support@canino.ca
Phone: 514-715-3663
Thank you for choosing Canino for your pet's nutrition. We are committed to providing the best quality for your furry friends and ensuring your satisfaction!