Return policy
Regularly stocked unused merchandise may be returned for any reason within fourteen days of purchase. All special orders and sale items are final sale. We are unable to accept the return of merchandise in unsellable condition or without the original packaging, tags, etc. Any refunds given will be in the tender paid. Gift receipts are valid for exchange or store credit only. Returns may be limited or declined at our discretion. Other restrictions may apply.
Several types of goods are exempt from being returned. These include: sale items, perishable items, gift cards, any products that are intimate or sanitary goods, any items that are intended for a temporary use including but not limited to post-surgery cones (unless returned within 24 hours), items that cannot be returned for hygienic reasons, hazardous materials, flammable liquids or gases, and shipping costs.
For purchases made in-store a receipt is required. Registered customers do not require a receipt.
For an easy return of a purchase drop by the store at 181 Smithe Street in Vancouver or give us a call at 604 559 2663 or email us at [email protected]. We will be happy to assist you with a hassle-free return.
Please do not ship any returns without our acknowledgement and a Return Form.
We will process the return or exchange upon receiving the returned merchandise and will notify you by email or telephone. In case of an exchange please do not place a new order, otherwise it will be considered a new order and your card will be billed.
All shipping charges due to return for any reason other than warranty-related are the responsibility of the customer. Delivery fees are non-refundable. In case additional charges are required, such as shipping charges or the difference in case of an exchange, we will contact you prior to billing your card.
For a safer return, please consider sending your return with a tracking number and insurance, we don't guarantee that we will receive your returned item.
Warranty claims
At Bones Pet Stores, we stand behind the quality of our products and select only the best for our customers. We understand that pet products, including leashes and toys, are subject to the rigors of real life but are not indestructible. We want to clarify what the warranty covers and how we can assist you if there's an issue.
Understanding Wear and Tear: Manufacturers' warranties do not cover damage from normal wear and tear. Regular use of pet products can lead to natural degradation over time. Specifically, damage from chewing or biting, including visible nib marks on leashes, is considered beyond typical use and is not covered under warranty. Similarly, pet toys, even those labeled as 'tough', may be destroyed quickly depending on the nature and behavior of your pet. While no toy is indestructible, we are always ready to look into each case and assist with warranty claims to the manufacturer.
How We Can Assist You: If your pet product, whether a leash or a toy, did not meet your expectations or its intended durability, please contact us. While we are not able to process warranty claims directly, our team is here to help you connect with the manufacturer for any warranty claims. If you encounter difficulties finding the manufacturer's contact information or need guidance on how to proceed with a warranty claim, please do not hesitate to contact us. Our staff is equipped to help you understand the warranty process and ensure you have all the necessary information to contact the manufacturer directly.
Escalation Protocol: If you are not satisfied with the decision made in-store regarding your warranty concern, you have the option to escalate your case. Please send us an email detailing your issue, and our customer service officer will review your claim personally. This additional step ensures that all concerns are addressed fairly and thoroughly.
Response and Resolution: We aim to respond to all inquiries and escalated cases within 24 hours. Our goal is to resolve your issues swiftly and to your satisfaction. Direct handling of warranty claims through the manufacturer ensures that you receive the most specialized service possible.
We Value Your Feedback: Your feedback is invaluable to us. It helps us improve and choose the products that best meet the needs of our customers and their pets. Please share your experiences with our products and services, as this feedback is essential for us to serve you better.
Contact Us: Please let us know if you have any questions or concerns, and we will work together with you to address them. You can reach us at [email protected].