Policies
SHIPPING POLICY
Last updated February 26, 2023
We do not currently ship outside of Canada. All of our products are shipped via Canada Post Standard Shipping. Packages will take 2 - 8 days to arrive from date order has shipped. Customers will be provided with a tracking number via email for their packages after they have shipped. We are a small business, and some products are made to order, and as such take time to prepare. Please allow 2 - 5 business days for us to prepare your order before shipping.
We offer free shipping on orders totaling over $100 before applicable taxes and shipping rates. Shipping rates for orders under $100 are calculated at checkout based on the size and weight of the item, and the distance in which the package will be shipped.
Once a package is shipped, any questions regarding its whereabouts or arrival time can be answered by contacting Canada Post and providing the tracking number for your order. We cannot take responsibility for any shipping delays that may be caused by third party shipping companies. We strive to ship out your orders in a timely manner, however once it leaves our facility, shipping times may be affected by weather, holidays, postal strikes, courier error, natural disasters, war, pandemics, etc. Such delays are, unfortunately, beyond our control.
If you lose your tracking number, please reach out to us at info@poshpetsupply.ca (proof of order, or verification of customer information will be required before we can provide you with your tracking number.)
In the case of a lost package, please reach out to Canada Post to make a claim. If the issue is not able to be resolved by Canada Post, and you do not receive your order, please contact us at info@poshpetsupply.ca and we will work to correct the situation. We take these claims very seriously, and will investigate. If we find that a customer has made a false claim, we reserve the right to discontinue business with said customer and deactivate their account from our website.
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If you have any issues with the state in which you receive your package, please reach out to us with photos at info@poshpetsupply.ca. We appreciate your feedback, and are constantly working to improve our business, and your shopping experience.
RETURN POLICY
Last updated February 26, 2023
We offer a 21 day return policy for any new, unused products, in their original packaging.
Returns will be assessed on a case by case basis, and photos of the products condition must be provided via email to info@poshpetsupply.ca for approval, along with reason for return. Products must be in a condition that is resalable, and we reserve the right to refuse to issue a refund for items that do not meet that criteria. A refund will not be issued for any returns that are sent without prior approval.
For approved returns, details will be provided via email along with a return shipping label. Refunds will only be issued once the package returns to our facility and is reviewed by a member of our team. Return shipping fees will be the responsibility of the customer, and will be deducted from the refund amount. To reduce risk of fraud, refunds can only be made to the card or account that was used during the initial purchase, and our processed through our website via Wix payments.
WARRANTY POLICY
Last updated February 26, 2023
We have spent countless hours developing and testing our products to ensure they live up to our standard of quality that we strive to provide. If your product arrives in a condition that does not live up to that standard, let us know! You can reach us at info@poshpetsupply.ca. We will need to see photos of the product in question to asses your claim.
If we find that a product has arrived with manufacturing defect(s), we will issue a full or partial replacement as needed. Claims for products that have arrived with defects must be made within 3 days of receiving your order. Claims will be reviewed by our team, and a response will be returned within 2 - 3 business days. If our team finds that the defects in the product are preventable and caused by error in the manufacturing process, we will approve your claim, and further instruction will be provided on how to receive a full or partial replacement of the products as needed.
If we review your claim and find that the defect(s) are within our standard manufacturing tolerances, are caused by improper use, normal wear and tear, or damage caused by chewing, scratching, biting, or tugging from an animal in a way that the product was not designed for, we reserve the right to deny the claim.
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Our products carry a 14 day manufacturers warranty which covers defects caused by the below factors
- Missing or damaged parts upon arrival
- Unravelling seams of sewn products not caused from excessive tugging
- Manufacturing defects that are preventable and outside the scope of our standard tolerances
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Not covered under this warranty
- Missing parts misplaced by user
- Fabric that is torn where no seam is present, caused by misuse, or animal damage
- Cracked, broken, scratched, splintering, or gouged wooden parts caused by misuse or animal damage
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Although these types of damage are not covered under our warranty policy, replacement part may still be purchased for all multi-piece products. Simply reach out to us via email at info@poshpetsupply.ca and we can send you the necessary parts.
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Please note: Due to dye lot variation, we can not guarantee an exact colour match from one product to the next. Although we manufacture all of our products, we purchase our materials from other sources, and as such, prints, colours and patterns used, may be discontinued at any time by their supplier, making them unavailable to us. Products may change without prior notice as a result of these discontinuations, and therefore, dye lot or colour variations between products is not considered to be a defect.
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Variation in colouring in wood products is expected due to natural variations in the tree. Such variations can be caused by UV exposure, sap content, mineral streaking, and lumber processing. This is not considered to be a defect, and is a typical property of a wood product.
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Any further questions about our policies can be addressed by reaching out to us at info@poshpetsupply.ca