DATE OF LAST UPDATE: January 8, 2025

This Refunds and Returns Policy applies to all purchases made through the https://shopondown.com website.

Questions about returns and refunds?  Please contact our customer service at:

Email: [email protected]

Phone: 780-628-5534

Address: 

8248 93A Avenue NW

Edmonton, AB  T6C 1V6

Business Hours:

Monday-Friday

9:00 am to 5:00 pm MST

Please allow 1-2 business days for a response.

Returns

Return Window

Customers in the United States of America have the right to cancel their purchase and return the product within 30 days of the delivery date without providing any reason.

Return Instructions

Notify Us: To initiate a return, email our customer service at [email protected] with your order number and the reason for your return.

Authorization: After reviewing your request, we will send detailed instructions and, if applicable, a prepaid return shipping label.

Packaging and Shipping

Place the item in its original packaging, ensuring all tags and labels are intact.Include the return authorization form and any supporting documentation.Use the prepaid shipping label (if provided) or arrange shipping as per the provided instructions.

Return Costs

For Defective Products: Returns are free of charge when the item is damaged, defective, or incorrect.For Change of Mind: Customers are responsible for return shipping costs if the return is due to personal reasons such as incorrect size or purchase remorse.

Specific Conditions for Returns

Change of Mind: Items must be returned unused, undamaged, and in their original packaging within 30 days of delivery.

Defective Goods: If the product is defective, contact us immediately. https://shopondown.com will cover return shipping costs and provide a replacement or refund.

Damaged Goods: Notify us within 48 hours of receiving damaged goods and provide photos. We will review the claim and arrange for a return if necessary.

Incorrect Items: If you receive the wrong product, contact us, and we will cover the return shipping cost and send the correct product.

Non-Delivery: If your order hasn’t arrived, contact us to initiate a courier investigation. If unresolved, we’ll issue a refund or replacement.

Order Cancellation: Orders can be cancelled before shipment. If shipped, the return process applies.

Refund Timelines and Processing

Return Window: Return requests must be made within 30 days of delivery. Returns must be shipped within 14 days of approval.

Inspection: Once we receive your return, we will inspect it and notify you of the outcome within 7 business days.

Refund Processing: Approved refunds will be processed to your original payment method within 7 business days after inspection.

Exceptions to the Return Policy

The following items cannot be returned:

Custom or personalized products

Hygiene-related items (e.g., socks, underwear) unless unopened and unused

Return Address

Send all approved returns to:

Great At Pets

Re: Returns

Canada Office:

8248 93A Avenue NW

Edmonton, AB  T6C 1V6

Shipping Methods and Fees

Carrier: USPS, UPS, Fedex, or another preferred courier company with tracking

Restocking Fees: None

Legal Rights

This policy does not affect your statutory rights under applicable laws.

Questions?

Still have questions about your return? Contact customer service at [email protected]

 or 780-628-5534.

Shop On Down

Re: Customer Support

Canada Office:

8248 93A Avenue NW

Edmonton, AB  T6C 1V6

Canada