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Customer service

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

Order

Processing time

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.

Order fulfillment can require up to 10 business days. PIGMA collection orders, can take up to 15 working days as these products are individually customized and made to measure.

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 in the United States

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.

Purchases made in Canada

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

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.

As soon as we receive your request, we will confirm the progress of your order and determine if cancellation is possible.

Shipping

Delivery refusal, unclaimed packages or delivery to the wrong address

Nahak is not responsible for postal charges, customs duties and other taxes relating to the return of a shipment to our production workshop if:

  • You refuse to take possession of your package upon delivery;
  • Your package is unclaimed after a certain number of days of waiting at the post office;
  • You provided an incorrect or incomplete delivery address;

When one of these situations arises, Canada Post automatically charges us the return costs. Therefore, if your order is returned to us for one of the previously stated reasons, the following reshipping costs apply:

  • Canada: $20* + applicable taxes
  • United States: $40*

If your package is returned to us, our customer service department will contact you to initiate the return procedure. If, after 10 working days, we have not heard from you, we will refund your order less the re-shipping costs mentioned above.

*These fees may be higher for non-standard size products like the kicksled or the dog sled.

Shipping fees

Thanks to a large volume of annual shipments, Nahak is proud to offer competitive delivery rates throughout Canada and the United States.

If you want to know the delivery costs associated with your order before you finalize it, simply enter your delivery address in your shopping basket and fees will be automatically calculated for you.

Delivery delays

Orders delivered within Canada are shipped via Canada PostExpedited Parcel TM service.Within the province of Quebec expect 1 to 3 business days for delivery. Throughout the rest of Canada, expect delivery to take up to 7 business days. When your order is shipped, a confirmation email with a tracking number is automatically emailed to you.

For deliveries in the United States, the delivery service used varies depending on your location. Delivery times may vary from 5 to 10 business days, and cannot be guaranteed by Nahak. Sub-contracting to local delivery companies and customs processing times may extend the expected times.

Free shipping in Canada above 100$

It is our pleasure to offer customers free delivery anywhere in Canada for all orders of $100 or more*, before taxes and after discounts.

* This promotion isn't available on oversized products like the kicksled or the dog sled.

Returns

Returned products must be in perfect condition

All products returned to Nahak must be in brand new condition. They should be as clean as when they were shipped to you, free of any unusual odors or pet hair. Under no circumstances may any returned equipment have been previously washed.

Please note, upon arrival at our workshop all returned products are carefully inspected.

Nahak reserves the right to refuse a return that does not meet these conditions. In this case, items will be shipped back to the buyer at their expense.

30 days returns policy

If you wish to return a product for refund, you must initiate the process within 30 days of receiving your order through our contact form by selecting the "Return / Exchange" message subject.

Unless there is an error on our part for example wrong product sent, the delivery costs for returns are the responsibility of the customer and are as follows:

  • $10.50 + tax in Canada
  • $20 in the United States

No refunds will be issued if you return your order to us without having contacted us beforehand via the contact form.

We only process the return of orders placed through our online store. If you have purchased a Nahak product in one of our retailers, you must do business with them directly.

Exchange

In order to simplify the process and speed up the time with which you will receive your new item / size / color, we do not exchange products, instead we exclusively offer returns.

If, after receiving your order you determine you need a different color or size, simply place a new order for the desired product. Placing this second order eliminates the need to wait for the refund to be issued, allowing us to ensure that the correct product is delivered as soon as possible.

In the meantime, you can submit a requesr a using our contact form by selecting the "Return / Exchange" message subject.

Example : if you want to return a "Medium" size harness because a "Large" would ultimately be better suited for your dog, the process is as follows:

  • Place a new order for the Large harness on our online store;
  • Contact us, via the contact form to initiate the return process for a refund on your initial purchase.

Guarantee

Nahak guarantee

Nahak products are rigorously tested before they are marketed. Our products are covered by a warranty against manufacturing defects for a period of 1 year. Any defective equipment due to a manufacturing defect will be exchanged or repaired, depending on the type of breakage, without the customer assuming any additional costs.

Please note that we do not cover damage related to normal wear and tear of our equipment, damage caused by a dog (eg chewing), damage related to an incident (eg blunt object that cuts / pierces one of our products) and damage related to improper use of our items. Any modifications of our equipment voids 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

You will be contacted once our team has had a chance to analyze and review your warranty claim. Any product returned without first contacting us will automatically be returned to the customer at their expense

All products returned for repair must be clean and free of dog 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 expense of the customer.

Dogs are not always delicate so regardless of the nature of the breakage, do not hesitate to contact us. Even if the problem is not covered by our warranty, we’ll help you to find a solution!

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