Below is information to help you with your order including how to pay, delivery & shipping information, and returns/exchanges.
If you have any further questions or need help with sizing, please contact us on email@example.com and we will get back to you within 24 hrs. If you are with a dog club, charity or working dog unit and interested in a bulk purchase, please contact us for details and possible discounts.
The product prices exclude delivery charges (see below) - these are added separately at check out.
We despatch most orders within 24 hrs of us receiving them - if we receive your order before noon we will aim to despatch it that day. If we cannot meet this timeframe (for example if the item is out of stock), we will let you know by email within 24 hrs.
Most of our products are despatched from our Auckland warehouse except the D-Fa range which is despatched separately from the South Island and the SurfDog range which will despatch from Australia.
Our postal charges are straight forward and are calculated automatically at checkout:
To PO Boxes rural and RD addresses are sent via NZ Post and are targeted to arrive in 2-4 days.
*We check all addresses on NZ Couriers site to confirm if the address is Rural - they will be updated as necessary.
Australia Despatched items - Will be sent via untracked Air Mail and typically arrive in 3-10 days. please note that we do need to allow 15 business days to raise a case tracking on these items.
International orders are most welcome. Please contact us on firstname.lastname@example.org to let us know what you are interested in purchasing and we will get back to you with costs and estimated delivery times. Additional local duty and taxes may be required to be paid in certain countries to enable receipt of the goods - these will be the responsibility of the customer.
Please note that once an order has been processed and despatched it cannot be cancelled and often the address can't be changed. If an order is refused by the customer, the customer will be charged outgoing and return shipping charges.
If the order can't be delivered for any reason (e.g., incomplete address), the customer will be charged the return charges and charges to resend the package.
To return your product, please contact us on: email@example.com quoting your order number. We will email you a return form that you can print out and include with your return.
We allow returns and exchanges on Regular Priced items within 14 days. Exchanges are handled as a new order and will incur new shipping charges of $8.95. Sale Priced items may be exchanged only for a like item if available or items of equal value within 14 days of receipt. We cannot accept back items received after this timeframe without prior consent. All CLEARANCE items are final sale.
To qualify, all items must come back 'as new' - clean and free of all dirt, dog hair & odour - with original packaging and all tags attached as new.
Please note, CLEARANCE items and all DOG SOCKS (due to health considerations) are final sale and can NOT be returned or refunded. Dog Socks include the Pawks, Sport Pawks and Bark'n Boot Liners.
All return details will be on the Returns Form we email you. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. All items are subject to inspection and if they are deemed by Canine Spirit as being not 'as new', used or marked, we will not be able to process your refund or exchange.
We recommend trying the product on your dog indoors, on clean paws (for the boots) and do not leave the product on your dog too long to minimise the chance of it picking up an odour. If the product has been tried on and has picked up any pet hair as a result, please ensure all is removed before it is returned to avoid a cleaning fee. If we receive a product back with hair, we will clean it if possible and there will be a $25 cleaning fee. Any product received back with an odour (pet odour, cigarette, etc) will not be accepted.
Allow 7-10 business days of us receiving the product back for an exchange or refund to be processed. If you are exchanging an item and need the replacement quickly, we recommend you place a new order and return the current item for a refund.
Refunds will be automatically be applied to the credit card used for the purchase or original method of payment. Please allow a few extra days for your credit card company and bank to process and officially post your refund. Refunds exclude any original delivery costs you were charged. Exchanges are handled as separate transactions. Please note re-shipping charges are not included in the exchange and will be additional as specified on the return form. If there has been a price change since the original purchase, the new / current price is applicable.
We will not be held responsible if there is a delay in delivery. Customers will be responsible for the return shipping and handling charge. In the event that your product is lost in transit, Canine Spirit will not be held liable and therefore recommends you send all returns via a Registered or Tracked service.
For all WARRANTY queries, please contact us on firstname.lastname@example.org with your order number and details of the fault. Please attach a picture/s.
We uphold all suppliers warranties which guarantees gear against defects in materials and craftsmanship. We reserve the right to replace or credit defective products at our discretion. We will not cover normal wear and tear (damage that naturally and inevitably occurs as a result of normal wear or aging), damage from the canine, such as chewing, incidental damage, like tearing, or wear incurred from improper sizing or use. Modifications, alterations, negligence or use for a purpose other than for which it was designed is also not covered.
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© 2018 Canine Spirit NZ.
Canine Spirit Ltd. - Registered in New Zealand 95-418-493 :: The WagLab Pty. Ltd. - Registered in Australia ABN 74604174227 | All rights reserved
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