Effective Date: 1st June 2026  |  Applies To: Canada Only  |  Last Updated: 10 June 2026

Our Promise: At Whisker's Kingdom, we stand behind every product in our store. We operate through Shopify Collective, which means your order is fulfilled directly by our trusted suppliers. While we don't handle physical inventory, we are fully responsible for your customer experience — including returns and refunds. We will try our level best to get you what is right. Your satisfaction is our responsibility, not our suppliers'.

Quick Reference Summary

Use this table to quickly find the return and refund rule that applies to your situation.

Scenario	Return window	Resolution	Who pays return?
Item arrived damaged	48 hours of delivery	Replacement or full refund	N/A
Wrong item received	48 hours of delivery	Correct item sent + return arranged	N/A
Item not as described	10 days of delivery	Full refund or exchange	N/A
Change of mind	10 days of delivery	Refund (original packaging required)	N/A
Item never arrived	Contact us	Investigation + refund if unresolved	N/A
Opened consumables (food/treats)	N/A	Non-returnable	Non-returnable
Used / unsanitary / Sales / Customized and Promotional items	N/A	Non-returnable	Non-returnable

1. Return Window

We offer a 10-days return window for most items, starting from the date your order is delivered to your Canadian address. To be eligible for a return, items must be:

• Unused and in original condition

• In their original packaging with all tags, accessories, and documentation included

• Accompanied by proof of purchase (your order confirmation email or order number)

Important: Returns requested after the 10-days window will not be accepted. In those cases, Canadian consumer protection law applies and we will work with you to find a resolution regardless of the time elapsed.

2. How to Start a Return

To begin a return, please follow these steps:

1. Email us at return@whiskerskingdom.ca with the subject line: Return Request — Order # [your order number]

2. Include your order number, the item(s) you wish to return, and a brief reason for the return

3. For damaged or incorrect items, please attach clear photos of the item and its packaging

4. Our team will respond within  2 – 4 business days with return instructions and, where applicable, a prepaid return shipping label

5. Once we confirm your return, ship the item back using the instructions provided. Do not ship items back without prior authorisation — unauthorised returns cannot be processed

Shopify Collective note: When a return is approved, it is automatically forwarded to the relevant supplier through Shopify Collective. You do not need to contact the supplier directly — all return communication goes through Whisker's Kingdom.

3. Refund Process & Timeline

Once your return is received and inspected by the supplier, we will notify you by email. Approved refunds are processed as follows:

Refund method

Refunds are issued to your original payment method (credit card, debit card, or PayPal). We do not issue refunds as store credit unless specifically requested by you.

Refund timeline

• Supplier inspection: 2 – 5 business days after the returned item is received by the supplier

• Refund processing: 1 – 3 business days after approval

• Bank processing: 3 – 5 additional business days depending on your financial institution

Total estimated time from return receipt to refund appearing in your account: 6 – 13 business days.

Quebec Residents: Under Quebec's Consumer Protection Act, merchants must refund all amounts paid within 15 days of a cancellation or accepted return. Whisker's Kingdom is committed to meeting this timeline for all Quebec customers.

4. Damaged, Defective, or Incorrect Items

Under Canada's Sale of Goods Act and equivalent provincial legislation, all products sold must be of merchantable quality and fit for their intended purpose. If your item arrives damaged, defective, or is not what you ordered, you are entitled to a remedy — regardless of our standard return window.

Damaged on arrival

Contact us within 48 hours of delivery with your order number and photos of the damage. We will arrange a free return and full replacement or refund at no cost to you.

Defective item

If a product stops working or fails due to a manufacturing defect within 5 days of delivery, contact us. We will assess the defect and offer a repair, replacement, or full refund as appropriate. We will connect you with supplier if the product is under warranty. 

Wrong item received

If you receive an item that does not match your order, contact us within 48 hours. We will send the correct item immediately and arrange collection of the incorrect one at no cost to you.

5. Non-Returnable Items

The following items cannot be returned for hygiene, safety, or consumable reasons:

• Opened pet food, treats, or nutritional supplements — unless defective or causing adverse reactions

• Used grooming tools or hygiene products (brushes, nail clippers, shampoos once opened)

• Bedding, litter, or nesting materials that have been opened or used

• Personalised or custom-made items

• Digital products or downloadable content

• Items returned without original packaging or in unsanitary condition

• Products that are on sale/promotion/seasonal sale

Exception: If any of the above items are defective, contaminated, or cause harm to your pet, please contact us immediately. Consumer protection law overrides our non-returnable policy in cases of defective goods.

6. Exchanges

We offer exchanges for the same product in a different size, variant, or colour where available. To request an exchange:

6. Contact us at support@whiskerskingdom.ca with your order number and exchange request

7. We will confirm availability with the supplier before approving the exchange

8. Return the original item using the instructions provided (original packaging required)

9. Once the supplier receives the return, your exchange item will be shipped to your Canadian address

If the desired exchange item is unavailable, we will issue a full refund to your original payment method.

7. Return Shipping Costs

Who covers return shipping depends on the reason for the return:

Whisker's Kingdom covers return shipping when:

• The item arrived damaged or defective

• You received the wrong item

• The item was significantly not as described on our website

Customer covers return shipping when:

• Returning due to a change of mind

• Ordered the wrong size, variant, or quantity

Canadian Law Note: Under consumer protection legislation in provinces such as Quebec and British Columbia, if you received the wrong item or a misrepresented product, the merchant is responsible for paying return shipping costs. Whisker's Kingdom will always honour this obligation.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it. Since orders are forwarded to our suppliers through Shopify Collective quickly, cancellations are only possible if the order has not yet been fulfilled by the supplier.

• Unfulfilled orders: Can be cancelled for a full refund with no penalty

• Fulfilled (shipped) orders: Cannot be cancelled — please follow the standard return process once your item arrives

To request a cancellation, email support@whiskerskingdom.ca immediately with the subject line: Cancellation Request — Order # [your order number].

9. Returns on Multi-Supplier Orders

If your order contained products from more than one Shopify Collective supplier, each item may need to be returned separately to its respective supplier. This means:

• You may receive separate return labels for different items in the same order

• Each return will have its own processing and refund timeline

• You will be notified separately for each item's return status and refund confirmation

We will coordinate all returns on your behalf so you never have to contact individual suppliers directly. One email to us handles everything.

10. Your Rights as a Canadian Consumer

Whisker's Kingdom fully respects and complies with Canadian consumer protection legislation. Key rights that apply to your purchases with us include:

• Right to a remedy for defective goods — under the Sale of Goods Act and provincial equivalents, all products must be of merchantable quality and fit for purpose

• Right to cancel online contracts — most Canadian provinces allow cancellation of online purchases under certain conditions, including misrepresentation or failure to disclose required information

• Right to refund for undelivered orders — under Ontario's Consumer Protection Act, if an order is not delivered within 30 days of the promised date, you are entitled to a full refund

• Quebec-specific rights — under Quebec's Consumer Protection Act, you may cancel a purchase within 7 days of receiving your contract copy if required information was not clearly disclosed, and the merchant must refund within 15 days

• Right to choose the remedy — for defective goods, the seller may offer repair, replacement, or refund. You have the right to negotiate which remedy is most appropriate

Our commitment: These legal rights are the minimum we will always honour. In many cases, Whisker's Kingdom will go above and beyond these legal minimums because we believe every Canadian pet owner deserves a trustworthy shopping experience.

11. Contact Us

For all return, refund, or exchange enquiries, please reach our Canadian customer support team:

• Email: support@whiskerskingdom.ca

• Subject line format: Return Request — Order #[number] or Refund Request — Order #[number]

• Response time: Within 1 – 2 business days

• Hours: Monday – Friday, 9:00 AM – 5:00 PM EST

• Location: Canada

Whisker's Kingdom is a Canadian-owned pet store committed to the highest standards of customer care for every Canadian pet owner. If you have a problem, we will solve it — because your pet's kingdom deserves nothing less.