Shipping policy
SHIPPING RATES
Canada and the United States. Free standard shipping on any pair. Singles ship for $5.95. Typically 3 to 7 business days after dispatch.
International. We ship worldwide from Canada. Rates vary by destination and order weight, and heavier orders cost more to send. Typically 10 to 21 business days after dispatch, tracked.
Your exact shipping cost is shown at checkout, in your local currency, before you pay. Nothing is added afterwards.
Delivery windows are carrier estimates rather than guarantees, and do not include our 1 to 2 day dispatch time.
We are currently unable to ship to Russia, Belarus, Iran, North Korea, Syria or Cuba.
REMOTE AND HARD-TO-REACH ADDRESSES
Our rates cover the overwhelming majority of addresses. Occasionally a delivery point is remote enough that carriers apply a substantial surcharge, such as small islands or rural routes a long way from a carrier hub.
If the actual cost of shipping your order significantly exceeds the rate you paid, we will email you before we dispatch it and tell you the real figure. You then choose: pay the difference, or cancel for a full refund. We will never charge you anything extra without your agreement, and we will not ship until you have replied.
This is rare, and we would rather tell you than quietly cancel your order.
DISPATCH
Orders are processed within 1 to 2 business days from our fulfilment partner in Ancaster, Ontario. We do not dispatch on weekends or public holidays. During a drop, processing can take a little longer. If there is a real delay, we will email you.
You will get a tracking number by email once your order leaves the warehouse. Allow up to 48 hours for tracking to go live.
IMPORT DUTY
Our prices do not include import duties, customs fees or local taxes.
All international orders ship DDU, Delivered Duty Unpaid. Your country may charge import duty, VAT/GST or a customs handling fee when the parcel arrives. These are set by your government, not by us, and are paid by you directly to the carrier or customs authority on delivery. The carrier may add its own brokerage fee on top.
We always include the correct customs paperwork. We cannot predict these charges or control how long clearance takes. Customers are responsible for any import charges they receive.
If a parcel is refused or abandoned because the charges were not paid, we treat it as a return. Any refund will exclude any fees charged to us for the return leg.
WRONG ADDRESS
Please double-check your address at checkout. If an order comes back to us because the details were wrong or incomplete, redelivery is at the customer's cost.
LOST OR DAMAGED
Arrived damaged? Keep the packaging, email a photo to info@gnawnu.com, and we will replace it.
Tracking says delivered but nothing is there? Check with neighbours and your building first, then contact us and we will open a claim with the carrier.
RETURNS
We will exchange or refund within 30 days of delivery, as long as the item is unused and in its original condition and packaging.
We replace toys that arrive faulty, but we do not cover damage caused by your dog. Chewing damage is normal use, not a fault. Full details are in our Refund Policy.
Email info@gnawnu.com with your order number to start a return. Please do not send anything back before contacting us, as unauthorised returns cannot be accepted.
Return shipping is the customer's responsibility unless the item arrived damaged or incorrect. Where an international shipping charge was paid, it is non-refundable.
Once your return is approved, send it to: c/o Kayo3PL, 1475 Sandhill Dr, Unit 3, Ancaster, ON L9G 0H7, Canada
ANYTHING ELSE
Email info@gnawnu.com.
