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Customer service

You'll find here all the information about our online order process.


Processing time

Online orders are processed by our team monday through thursday, between 9 am and 4 pm (EST). If you place an order on thursday night, it will be processed the following monday.

Processing time can go up to 10 business days. Special orders (custom sizing or designs from the PIGMA collection) processing time can go up to 15 business days as these products are custom made.

If you want an update on your processing order, feel free to contact us with our contact form by selecting the "Update / Modification for a processing order" message subject.

Purchases made outside Canada

Customs duties and import taxes may be charged by the country of destination. These additional costs are the responsibility of the buyer. Nahak has no control over these fees and can not estimate the amount. For more information, please refer to the border services of the country of destination.

Purchases made in Canada

For deliveries within Canada, the sales taxes charged depends on the destination of the order, ie the province where the order is delivered.

Order cancellation

If you wish to cancel an order, please contact us with the contact form by selecting the "Update / Modification for a processing order" message subject.

We will check the status of your order and will confirm you if it's possible to cancel it.


Refusal, unclaimed packages or delivery to the wrong address

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 parcel 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 this happens, shipping costs for the returned parcel are automatically charged to us by Canada Post. As such, if your order is returned to us for one of the previously listed reasons you'll be charges an extra shipping fee of :

  • Canada : 20$* + tx
  • United-Stattes : 40$*
  • International : 70$*

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 can be higher for oversized packages (ex : kicksled).

Shipping fees

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.

Shipping time

Within Canada orders are shipped via the Expedited ParcelTM Canada PostExpected 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 international deliveries including orders from the United States, the delivery service used will vary depending on your location. Delivery times associated with international shipments can vary from 5 to 10 business days. Unfortunately, at Nahak we cannot guarantee delivery times for international orders as subcontracting to local postal companies and customs processing times can increase the time it takes for your order to arrive.

Free shipping in Canada above 100$

It's with great pleasure that we offer free shipping on all orders over $100 (before taxes and after discounts) to our customers within Canada.

* This promotion isn't available on oversized products (ex : OMEGA kicksled)


Returned products must be in perfect condition

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.

30 days returns policy

If you wish 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 the "Return / Exchange" message subject.

Unless there was a mistake on our part (ex : wrong product sent), shipping costs for returns are to be paid by the customer and are :

  • 8.50$ + tx in Canada
  • 20$ in United-States
  • Will vary for international

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 "Return / Exchange" message subject.

Example : if you want to exchange a medium size dog harness because a large would be a better fit for your companion, you only have to do 2 things :

  • Place a new order for the Large harness on our online store;
  • Contact us, as previously explained, through our contact form to start the return / refund process;


Nahak guarantee

Nahak products are rigorously tested before they are sold and are covered by a warranty against manufacturing defects. 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 and make sure to select the "Warranty on product" and provide these informations :

  • 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.

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 !

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