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FAQ

Company

Is Fetch Fitters a Canadian Company?

We are proudly Canadian and based in Saskatoon, Saskatchewan. We manufacture our bandanas here in the prairies and select clothing products. Other products are externally sourced from our partnered suppliers and shipped directly to you.

What is your company's values?

We operate with the following values:

-Accountability

-Respect

-Collaboration

-Honesty

Do you have a physical store?

We do not have a physical store and operate as an online store 24/7.

What type of products do you offer?

We offer a wide range of products; dog apparel, accessories, and toys. A lot of our products are unique and will make your pooch stand out. We provide quality and affordable products. We try to beat our competitors!

Shipping

Where do you ship the orders from?

We ship your orders from Saskatoon, SK and from our partnered suppliers around the world (i.e. United States, China). You may chat with us if you want to know where a specific product(s) will ship from.

How long do you process an order?

Orders are processed from 1-7 days from the day of order. Please contact us if you don't receive a shipping notification within that timeline so we can tell you the status of your order.

How long does shipping take?

Standard shipping takes about 14-21 days from the time your order is processed.

Expedite shipping takes about 7-10 days from the time your order is processed.

Note: Above is only an estimate. We do not guarantee the time of arrival.

My order is delayed, where is my order?

Delays occur due to many reasons. Most common delays are due to custom delays and delayed flights due to harsh weather conditions. Contact us if your order is delayed by more than a week so we can investigate if your order is lost in transit. If we are able to confirm that your package is lost in transit with the carrier, we will offer to send the order again or provide a full refund.

Note: Due to increased Covid related restrictions shipping may take longer than normal.

How much will I get charged for shipping?

Standard shipping is free for all orders within Canada and US no matter the total amount of the order.

Expedite shipping is available at additional cost. Please see the rate at checkout.

I am charged with duty and taxes, will you provide a refund?

We will refund the amount of customs paid by the customer with no more than $25 CAD. Customers should contact us providing the order number and a copy of the waybill.

Returns

What do you accept for returns?

It is our company's goal to make our customers happy.

We will accept refund requests based on the following conditions:

-the product arrived damaged

-the product did not arrive within 60 days

-you received the wrong product

What is the returns & exchange process?

Our return/exchange process is easy and quick. Send a return/exchange request through our return centre. Provide your email and order number. Choose the item(s) in your order that you want to return. Provide brief explanation for the return.

One of our team members will review the request and respond if your request is approved. If your request is approved, you can send the product to us.

Will I get a refund if my product is damanged?

We will provide a full refund if the product is damaged upon arrival. Contact us immediately or up to 7 days from arrival and provide a proof of damage. One of our team members will get in touch with you regarding the request.

How long can I return a product?

You may return a product for up to 45 days from the time you receive your order.

When will I receive my refund for my return?

You will receive your refund after we receive the product. We will provide a refund and it should appear on the method of payment within 1-4 business days depending on your bank institution.

Lifetime Warranty

What does your lifetime warranty covers?

Personalized Dog Harness

We offer a maximum of two replacements if the harness is torn or damaged during normal use. Please contact us and send us a clear picture of the damaged harness. Normal wear and tear will not be replaced. If your dog bites on the harness, this is not a normal use and is not insured.

Personalized Dog Tag

We offer a maximum of one replacement if the dog tag has snapped or damaged during normal use. Please contact us and send us a clear picture of the dog tag. Normal wear and tear will not be replaced. If your dog bites on the tag, this is not a normal use and is not insured.

Payments

Is your payment system secure?

Our payment system is PCI compliant and fully secure for payment processing. You can place your order without thinking about security issues.

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Free Returns
45-Day Return Policy
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