Refund / Return Policy

1. DAMAGED ITEMS
Occasionally, items may get damaged during shipping. Dogwatercity will refund or replace damaged items. For quality assurance reasons, we may ask for you to provide a picture to help us understand how products are damaged in the mail system. We may require you to return the original damaged item, with return shipping covered by Dogwatercity. Alternatively, we may ask you to destroy the item further and provide satisfactory photo evidence before issuing a replacement or refund. Claims for damaged items must be submitted within 20 days of the “Delivered” status for Tracked Option items and within 25 business days of the “Item Shipped” status for Standard Lettermail Options.

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2. LOST IN THE MAIL ITEMS
Our policy varies based on the shipping option selected. Please review the details below. It is the recipient's responsibility to ensure that the provided address is accurate and capable of receiving Canada Post Lettermail or Canada Post Tracked Options.

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Canada Post Standard Lettermail (within Canada)
Claims for items lost using this shipping method will be assessed on a case-by-case basis. We cannot guarantee refunds for this delivery type. Dogwatercity records video evidence of each item being deposited into the mail system. If the recipient has not received their mail within a reasonable timeframe after shipment confirmation, evidence of mail deposit can be provided upon request.

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Canada Post Tracked Options (within Canada)
For items lost using tracked options, claims will be processed in collaboration with the recipient and Canada Post. Canada Post’s policies will guide the appropriate course of action for issuing a refund.

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3. INITIATING A CLAIM
To initiate any refund or return claims, please contact contact.dogwatercity@gmail.com or use the form on the "Contact Us" page before taking further action. If your refund claim is approved, please allow up to 45 days for processing.

12/24/2024

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