FAQ

Here you'll find all the information you need to make a purchase from our online store.

Order

Processing time

Orders placed on our online store are processed Monday to Thursday, between 9 am and 4 pm (EST). Therefore, if you place an order on Thursday evening, it will not be processed until the following Monday.

Our processing times can take up to 10 business days depending on the time of year and the products ordered. For custom orders (e.g., PIGMA collection), processing times can take up to 15 business days as these products are custom-made in our workshop.

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 a processing order".

Purchases made in Canada

For deliveries in Canada, the sales tax charged depends on the destination of the order, i.e. where the order is delivered.

Order cancellation

If you wish to cancel an order, please contact us with the 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.

Shipping

Free shipping in Canada above 119$

We're pleased to offer our customers free delivery anywhere in Canada* on orders of 119$ or more**, before taxes and after applicable discounts.

* Orders eligible for free shipping are shipped via Canada Post - Expedited parcel;.
** This promotion is not applicable to the Northwest Territories, Nunavut and Nunavik postal codes;
*** This promotion is not applicable on oversized products: drag mats, runners and our OMEGA kicksled..

Delivery times

Our orders are shipped via Expedited ParcelTM Canada Post. Delivery times within Quebec are 1 to 3 business days* and can be up to 7 business days for orders delivered to the rest of Canada.

* Please note that delivery times are independent of processing times and are therefore added to them.

Shipping fees

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

If you'd like to know the delivery costs associated with your order before you finalize it, simply go to your basket and enter your delivery address.

Refusal, failure to claim or delivery of a parcel to the wrong address

Nahak is not responsible for shipping fees and other charges relating to the return of a shipment to our production workshop 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 / carrier warehousel;

  • You have provided an incorrect or incomplete delivery address;

When one of these situations occurs, the carrier 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: $25* + applicable taxes

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 above-mentioned reshipment costs.

*These fees may be higher for oversized products such as kicksleds.

Returns

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 free of any unusual odors or pet hair. Returned equipment must not have been washed under any circumstances.

Please note that all products are carefully inspected upon receipt.

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

60 days returns policy

If you want to return a product for refund, you have to put a request within 60 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 + applicable taxes in Canada for regular products;

  • To be determined for oversized products such as our kicksled, drag mat and runners.

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.

Exchange

In order to simplify the process and speed up the time it takes for you to receive your new item/size/color, we do not exchange products, only refund them.

If after receiving your order you would like a different color or size, simply place a new order with the desired product. Placing this second order eliminates the need to wait for a refund, and allows us to ensure that the right 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.

Guarantee

Nahak guarantee

Nahak products are rigorously tested before being put on the market, and are covered by a 1-year warranty against manufacturing defects. As a result, any equipment found to be defective due to a manufacturing defect will be exchanged or repaired, depending on the type of defect, at no additional cost to the customer.

Please note that we do not cover damage caused by normal wear and tear of our equipment, damage caused by a dog (e.g. chewing), damage caused by an incident (e.g. a blunt object cutting or piercing one of our products) or damage caused by improper use of our products. Any modification of our equipment voids 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 breakdown 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.

Whatever the nature of the breakage, don't hesitate to contact us so we can help you find a solution to your problem, even if it's not covered by the warranty. Dogs aren't always delicate!