Returns, Shipping, Refunds
Free Canadian shipping over $100

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.

Returns

  • All items are final sale.  No refunds or returns. Thank you for understanding. All of our items are either used on, or used in very close proximity to dogs and it is to ensure we all stay safe and healthy. However, we do accept exchanges for manufacturer’s defects (See below).

Exchanges 

  • 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 item drop off and pick up due to a manufacturer's defect, contact [email protected]

  • Canada only: For shipping items due to an exchange, 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 shipping items due to an exchange, it does not include shipping to and from the purchaser and is at the expense of the purchaser. 

  • 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. 

Free lifetime repairs on collars and leashes for as long as it is available from the manufacturer

  • All our collars and leashes come with free lifetime repairs that are a result of our manufacturing but does include regular wear and tear.

  • While we hope you'll never need them, should something break as a result of our manufacturing, we'll repair your item free of charge 

  • Canada only: Repair service does include regular parcel shipping to and from the purchaser for the first time but subsequent or faster shipping will be at expense of the purchaser.

  • Outside of Canada: Repair service does not include shipping to and from purchaser outside of Canada and is at the expense of the purchaser.

  • 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. 

  • While we endeavour to maintain a high level of quality control, occasionally, you may encounter a manufacturing issue with your item.

  • We are not responsible for any damage that is not due to manufacturing. (dog chews up a leash, regular wear & tear etc). See Warranty for more detailed information.

  • Items shall be repaired or replaced at the discretion of Nose & Hearts Scentwork Supplies. Please contact us at [email protected] prior to shipping any items back to us.  

  • For local item drop off and pick up due to a manufacturer's defect, contact [email protected] 

Shipping & Duties

  • For shipping to Canada & international countries we use Canada Post. We offer shipping to Canada & USA on the website and can offer world wide shipping on a manual basis by contacting us.

  • Delivery times are based on the standard times found online at Canada Post.

  • Any duties or customs fees are calculated outside of your order and 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.

  • We ship all our items out on Fridays, Saturdays or Sundays. 


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 lettermail, check your tracking number and confirm your mailing address or contact Canada Post.

  • There may be delivery delays due to interruptions (weather, major events etc) or higher than normal volumes (seasonality etc). 



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