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Exchange/Return Policy

Exchange

  If you need to exchange an item, you can return it within 30 days of purchase, provided that it has not been worn, is not soiled in any way (NO HAIR, PLEASE), is in its original packaging and has its header card intact.  However, you must arrange for the shipment of the products back to us at your own cost and also pay for any difference in style/size, the new shipping charge, as well as the minimal charge applied to clean the item, if applicable.  

MOST OF OUR ITEMS ARE CONTAINED IN ZIP-LOCK BAGS FOR EASY REMOVAL AND INSPECTION, WITHOUT THE NEED TO DAMAGE THE PACKAGE OR THE HEADER CARD.
 
  In the meantime, the new style/size required will be sent to you and applicable  costs will be charged to your account.  A final adjustement to your account will be made once all items, if any, to be returned, have been received by us.
 
Refund

  If you are not completely satisfied with your purchase, simply return the item within 15 days of purchase and a full refund will be issued, provided the product has not been worn, is not soiled in any way (no hair), is in its original packaging and has its header card intact.  All returns will be credited minus the freight charge incurred and the minimal charge applied to clean the item.  You are also responsible for the shipping cost of returning the products back to us. 

Purchases returned after an unreasonable delay will not be refunded.
 

Defective products

 

 We continuously strive to offer the highest quality products and service.  However, in the unlikely event that you receive a damaged, defective or wrong item, please call us at 1-888-DOG-SHOE (1-888-364-7463) or e-mail us at info@neopaws.com within 5 days of receipt of your order.  After discussing the problem with you, we will gladly send you a replacement item(s) and incur the shipping charge required.


Return instructions
 
  When returning from anywhere outside Canada, please do so via Postal Service or any Courier Service and describe the shipment as CANADIAN GOODS RETURNED WITH A VALUE OF $15.00 U.S. DOLLARS for customs purposes.  Please see cut-out below. 
 

  We are not responsible for lost or stolen items, nor for any brokerage fees or duty payable on items not returned as indicated above. If the goods come back to us and duties are charged, they will be charged back to your account.
 

   CUT THE FOLLOWING AND TAPE IT TO THE OUTSIDE OF THE RETURN PACKAGE.
  
  ---------------------------------------------------------------------------------------------
  
  Return to :
  NEO-PAWS INTERNATIONAL
  125 River Street
  Toronto, ON; M5A 3P5
  CANADA
  --------------------------------------------------------------------------------------------

  The enclosed are Canadian Goods Returned with a maximum value of U.S. $15.00.
 
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