Returns, Exchanges, Shipping & Free Pickup
- Processing times posted on the product listing does not include shipping time.
- Most items are made to order so refer to the product listing for the most accurate turn around times.
- If your items all have varying turnaround times, your items will be shipped altogether based on the items with the longest turnaround times.
All items are final sale. No refunds or returns. Thank you for understanding.
However, we do accept exchanges for manufacturer’s defects (See below).
We only exchange items if they are defective during manufacturing up to 60 days. Collars and leashes are under different terms. See below.
While we endeavour to maintain a high level of quality control, occasionally, you may encounter a manufacturing issue with your item.
Items shall be repaired or replaced at the discretion of Nose & Hearts Scentwork Supplies.
For local (Cowichan Valley area in B.C, Canada) item drop off and pick up due to a manufacturer's defect, contact [email protected]
Canada only: For shipped items, it will be at our expense for the first time at regular parcel mail rates. Any other faster shipping service is at the expense of the purchaser. After the first time, all shipping costs are at the expense of the customer.
Outside of Canada: For shipped items, it is at the expense of the purchaser to and from Nose and Hearts.
Do consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and can not replace an item that is lost during shipping.
Warranty repairs on collars and leashes for as long as it is available from the manufacturer
See Warranty for more detailed information.
Shipping, Duties and Pickup
We offer shipping to Canada, USA & Australia automatically at checkout on the website. Australia: We do not ship to PO boxes or parcel lockers at this time.
We can offer world wide shipping on a manual basis by contacting us.
Delivery times: Based on the standard times found online at Canada Post/USPS and Ascendia for Australia.
USA, Australia & Worldwide shipping: Any duties or customs fees are calculated outside of your order, Nose and Hearts Scentwork Supplies are not responsible for these fees. All international orders accept all responsibility for any customs or duty fees that may be charged by the country shipped to. They vary based on destination and are to be borne by the customer.
Australia: We are unable to ship to P.O boxes and parcel lockers at this time
PICK UP: We do offer free pickup in Cobble Hill (Vancouver Island). Pick up is near Sitka Way & Hutchinson Road. Exact address is provided only when your order is ready for pick up.
We no longer are offering free pickup in Coquitlam as of 2023 due to lower volumes and increased in shipping costs overall
Lost or stolen packages
Nose and Hearts Scentwork Supplies is not responsible for shipments that are lost by the shipping agent or stolen in transit or at their final destination.
If there is an issue with your parcel or letter mail, check your tracking number and confirm your mailing address or contact the shipping company.
There may be delivery delays due to interruptions (weather, major events etc) or higher than normal volumes (seasonality etc).