Customer service

Customs duties and import taxes may be charged by the destination country. These additional charges are the buyer's responsibility. Nahak has no control over these charges, and cannot estimate their amount. For more information, please refer to the border services.

For purchases made within Canada, the sales taxes charged are dependent on the province or territory where the purchase is made.

If you wish to cancel an order currently being processed, please contact our customer service department as soon as possible via our contact form. contact form by selecting the subject "Follow-up/modification of an order in progress".

As soon as we receive your request, we will validate the status of your order and confirm whether cancellation is possible.

Orders placed through our online store are processed Monday to Thursday, 9:00 a.m. to 4:00 p.m. EST. Therefore, if you place an order on Thursday evening, it will be processed the following Monday.

Our processing times can be up to 10 working days. For orders from the PIGMA collection, lead times can be as long as 15 working days, since these products are custom-made.

If you have any questions about your order, please do not hesitate to contact us via our contact form. contact form by selecting the message subject "Follow-up/modification of an order in progress".

We're pleased to offer our customers free delivery anywhere in Canada* on orders of 100$ or more**, before taxes and after applicable discounts.

* This promotion is not applicable to the Northwest Territories, Nunavut and Nunavik postal codes.
** This promotion does not apply to oversized products such as snow mats, toboggans, OMEGA snow scooters and SIGM dog sleds.A.

Thanks to our high annual mailing volume, we are proud to offer competitive shipping rates across Canada and the United States.

If you want to know the shipping cost associated with your order before you finalize it, simply access your shopping cart and enter your delivery address.

Within Canada orders are shipped via the Expedited Parcel^{Expedited Parcel} TM service.Expected delivery within Quebec is 1 to 3 business days. Orders outside of Quebec can take up to 7 business days to be delivered. A confirmation email with tracking number will be sent to you when your order is shipped.

For deliveries in the United States, the delivery service used varies according to your location. Delivery times may vary from 5 to 10 working days, but cannot be guaranteed by Nahak. Subcontracting to local postal companies and customs processing delays may lengthen expected delivery times.

Nahak will not assume responsibility for postal charges, customs duties and other taxes relating to the return of a package if :

• You refuse to take possession of your package upon delivery;
• Your parcel is not claimed after a certain number of days waiting at the post office;
• You have provided an incorrect or incomplete delivery address;

When one of these situations occurs, Canada Post automatically charges us the return shipping costs. Therefore, if your order is returned to us for any of the above reasons, the following return shipping charges will apply:

• Canada: $20* + applicable taxes
• United-Stattes : 40$*

If your package is returned to us, we will contact you to begin the return process. If we have not heard from you after 10 business days, we will refund your order, less the shipping costs listed above.

*These fees may be higher for oversized products such as snow scooters or dog sleds.

If you want to return a product for refund, you have to put a request within 30 days after reception of your order through our contact form by selecting "Exchange / Return" as the subject.

Unless there is an error on our part in your order, for example the wrong product sent, delivery costs for returns are at the customer's expense and are :

• 12.50$ + tx in Canada
• 20$ in United-States

No refund will be made on orders returned without having the approval of our customer (once you've filled the return form (link above)).

We only process returns from online sales. If you bought a Nahak product in one of our retailers, you'll have to deal directly with it.

To simplify the process and speed up the timeframe in which you will receive your new article /size/ colour, we do not process exchanges but offer refunds.

So, if you prefer a different color or size, simply place a new order with the size or color of your choice and return us the unwanted product as soon as possible. By placing a second order it eliminates the need to wait for a product exchange ensuring the desired product is delivered to you as soon as possible.

In the meantime, you can put a refund request using our contact form by selecting the subject "Exchange / Return". As soon as we receive your request, we will provide you with the procedure to follow to return the product.

Example : if you want to return a "Medium" size harness because a "Large" would be better suited to your dog, there are only two things to do:

• Place a new order for the "Large" size harness in our online store
• Contact us, as previously explained, via the contact form in order to initiate the return process for reimbursement.

All products returned to Nahak must be in perfect condition. They must be as clean as when they were shipped to you and not be accompanied by unusual odors or animal hair. Under no circumstances should the returned equipment be washed.

Please note that all products are carefully inspected upon receipt.

Nahak can refuse a return that does not meet these conditions and return it to the buyer at the latter's expense.

Nahak Sports products are rigorously tested before they are sold and are covered by a warranty against manufacturing defects for 1 year. Any defective equipment that is found to be rooted in the manufacturing will be exchanged or repaired, depending on the type of damage, without the customer having to assume additional costs.

Please take note, our product guarantee does not cover damages related to the normal wear and tear of our equipment. Damage caused by a dog (ex : chewing), damage related to an incident (ex : blunt object that cuts / pierces one of our products) or damage related to improper use of our equipment is not covered by our warranty. Any modifications to our equipment void the Nahak warranty.

Before returning a product with a manufacturers defect, contact us with the contact form by selecting the message subject "Warranty on purchased product" and providing the information requested:

• Order Number
• Picture(s) of the problem
• Context of use in which the breakage occurred

When your request is analyzed, we will give you further instructions based on your individual case. Any product returned without you having previously contacted us will automatically be returned to you.

All products returned for repair must be clean and free of hair, sand or any other dirt. Nahak reserves the right to refuse a return for repair if the product is dirty and to return it without repair and at the customer's expense.

Regardless of the nature of the damage do not hesitate to contact us. Even if it is not covered by our guarantee it would be our pleasure to help you find a solution to your problem. Dogs are not always delicate !