Terms & Conditions

Sizing:

All of our collars, harnesses and pet apparel are sized in inches.  However, since many manufacturers vary somewhat in their sizing, please measure your pet carefully and order accordingly for each product.  We are unable to tell you your pet's size based on its breed or weight, as all pets come in many different shapes and sizes.  Please refer to our Sizing Chart and guidelines for information on how to accurately measure your pet.

Out of Stock Items Policy:

We do our best to keep all items listed in stock. From time to time our suppliers will be out of stock or discontinue on certain items and we cannot ship them to you right away. If an item is out of stock and we cannot ship your order within 7 business days we will contact you by e-mail to find out if you would like us to ship the remainder of your order, chose a different item or wait until all items can be shipped together.

Damaged Items and Lost Packages:

Most packages reach their destination without incident but if an item is lost or damaged, please contact Urban Pets. If the box appears damaged upon receipt, do not sign for, or accept it and it will be returned to us. We will send an exchange or credit you for the item.

You must contact us within 30 days of order placement, if your item has not arrived. We will not be held responsible for notifications after that time.

Non-Deliverable, Refused & Unclaimed Orders:

Any parcel returned for the following reasons; Refused, Unclaimed, Invalid Address, Unknown Address, or Insufficient Address will be subject to a 25% cancellation fee of the entire purchase price, less shipping fees; shipping/Insurance, packaging, handling and postage fees will not be refunded.

Returns & Exchanges:

If any (please see Exclusions below) UrbanPets.ca purchase fails to meet your expectations, simply return your merchandise to us in its original and unused condition within 30 days of receipt for a merchandise exchange. Contact info@urbanpets.ca to obtain authorization for the return of your item(s).

Please ship the unused product in its original packaging with all accompanying materials IE: instructions, etc.

For your protection, we suggest you send your return via Federal Express (or a courier company of your choice) or by Canada Post with insurance and delivery confirmation for tracking purposes.  Return shipping is at the purchaser's expense.

Damaged or Defective Items:

Urban Pets does its best to pick products from around the world that meets our highest level of quality standards. We check every item for quality assurance before shipping to make sure there are no manufacturer defects. If in any case you are not satisfied with your purchase, Urban Pets will happily exchange your merchandise within 30 days of receipt. To request an exchange simply return the original and unused merchandise.

Urban Pets is not responsible for any returned packages lost in shipping. If a returned item becomes lost, it is the customer's responsibility to file a claim with the shipper to recover their loss for their merchandise.

US & International Customers are recommended to track and mark your package clearly as a return/gift so as to not incur any further custom charges.

Exclusions:
Our apologies, but we do not issue store credit and cannot accept returns or exchanges for Special Orders, items that have been used, or are not in original new condition, Sale, personalized and perishable items, if the return has not been authorized or returned after 30 days. We are not responsible for any damage that is caused by your pet to the merchandise and cannot the durability of toys based on your pet’s level of play.  We cannot accept returns COD or postage due.  We do not reimburse shipping charges.

Order Cancellations & Changes:

Urban Pets strives to process and ship all orders as promptly as possible.  If your order has not yet entered the shipping process, you may cancel or revise your order.  Please contact info@urbanpets.ca regarding your cancellation request or order change. Be sure to include your name and order number.  Please note:  Orders for custom or personalized items cannot be cancelled or changed at any time.  We encourage you to measure your pet as accurately as possible and carefully proofread your order confirmation for any errors or typos.  Sorry, but we cannot be responsible for the shipping costs for any orders that cannot be cancelled before they are sent.

Prices, inventory and availability of all products are subject to change without notice.

Our Privacy Statement:

When you purchase from our online store, we collect your name, billing and shipping addresses, phone number, e-mail address, and credit card information. We respect your privacy and Urban Pets will not sell or provide access to your information to any other merchant or third parties without your consent.

Online Security:

Your credit card is completely safe.

The checkout process employs Secure Sockets Layer (SSL)* technology to insure your safety. *Secure Sockets Layer encrypts your order information and sends it to a secure server, making it impossible for that information to be decoded by a party outside of the store you shop with.

This website is hosted on a server which uses 256 bit high-grade encryption to give you the maximum level of security as demanded by most banks.

Errors and Omissions Policy:

Urban Pets is not liable for any misprints, errors or omissions which include, but are not limited to, graphics, incorrect pricing or product specifications.

Web Site Content:

All information contained on this web site is the property of UrbanPets.ca and is not to be copied or used in any way without prior authorization.