Returns & Refunds

*Despite our best efforts, items may not always be exactly as shown online.

We have a 14-day return/exchange policy, which means you have 14 days after receiving your item to request a return/exchange. 

To be eligible for a return/exchange, your item must be sent back in re-saleable condition the same condition that you received it, unworn or unused, with tags, and with its original packaging. You’ll also need to have the receipt or proof of purchase shipped back with the item. Any item that is returned in used condition and/or without the original packaging/tags removed could be rejected and shipped back at customer's expense or partially refunded after deducting  a 20% restocking fee. Please note that the restocking fee will be included on the approval of your return request but will be waived if the item is returned back to us in a new condition in its original packaging with all tags on.

To start a return/exchange, please use the "Start a return" on your orders page. If your return is approved, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

For returns/exchanges, all shipping charges must be paid by the customer.

Exchanges
The fastest way to ensure you get what you want in a timely manner is to place a separate order with the replacement item you want rather than waiting for your returned item to be received.

Alternatively you can ship back the item that you would like to exchange. As soon as the item is received, it will be inspected, if approved a refund will be issued. Then you can place a separate order for your replacement item.

For returns/exchanges, all shipping charges must be paid by the customer.

Email: info@hunterpetshop.ca

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can assess the issue and make it right for you. Claims of damaged items received after more than 72 hours from delivery of the item(s) will not be considered.

Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as opened packs/containers of pet food/chews/treats/supplements/petcare products), toys that have been chewed on, and custom items (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Refunds 
After your returned item has been received and inspected, if a refund is approved you’ll be automatically refunded to your original payment method less any shipping charges. Please remember it can take a few business days for your bank or credit card company to process and post the refund to your account.

If your order qualified for free shipping based on the number of items and/or total amount ordered then you decided to return a few of the items for a refund making your original order amount less than the free shipping threshold. Your refund will be issued less any outbound shipping fees applicable to the final total amount of your order.

Delays due to carrier operations

We work with reputable and reliable carriers to ensure your orders are delivered safely and efficiently. However, please note that we are not responsible for any shipping delays caused by events such as carrier strikes, operational disruptions due to weather, force majeure events, or other unforeseen circumstances.

Once your order has been handed over to the carrier, it is out of our control. As such, we do not accept refund requests for delayed shipments as long as the package remains in the carrier's possession, regardless of the reason for the delay.

We appreciate your understanding and patience during such situations, and we encourage you to track your shipment using the tracking information provided. For further assistance, you may contact the carrier directly.