Shipping Policy

Shipping for the Subscription Boxes and products is currently $11.99.  This price is subject to change when our shippers raise their prices.  We would like to have our shipping stay the same price, but in today’s economy, we must adapt and change when our providers do.  Thus we have had to increase our shipping slightly in order to keep the prices of our product the same.  If you are a SnaxBox Subscriber, you will be notified prior to the shipping rate changing.  Should you not wish to be surprised by this change, please ensure you are subscribed to our mailing list (check your junk folder).  We allow ourselves 10 business days to prepare and ship your order.

Even if you have a Subscription Box Plan, the shipping rates are subject to change.

Need an item expedited?  Please contact us and we will help you with your request.

If any damage has been found, please email pictures to Colin@caninecavalry.ca or Carl@caninecavalry.ca within 48 hours of receiving your order and we will help you file a claim with the courier for your shipment.

Rural Shipping Policy

We proudly ship across Canada and do our best to offer affordable, timely delivery to all our customers—no matter where you live. However, some rural or remote areas may incur significantly higher shipping costs.

In cases where standard shipping rates do not cover delivery to your address, we may need to charge an additional shipping fee. Here's how we handle it:

• You’ll Always Hear From Us First: If your order requires additional shipping charges, we will contact you directly before fulfilling your order.

• No Surprises: We will clearly communicate the extra cost and only proceed with shipping once the additional fee is collected.

• We Shop Around: We work with several trusted shipping partners and always choose the most affordable and then the fastest available option to your location.

We appreciate your understanding and support in helping us reach even the most remote corners of Canada. If you’d like a shipping estimate before placing your order, feel free to reach out to us at colin@caninecavalry.ca

Pick Up & Abandoned Pick Up Order Policy

We do offer two pick up locations, one in Nanaimo and one in Lake Cowichan.  Once you order and select pick up, you will receive an email when your order is ready for pick up (we will allow 10 business days to prepare pick up orders), please set up a time and date for pick up.  For Nanaimo Pick up orders, email colin@caninecavalry.ca and for Lake Cowichan Pick up orders, email carl@caninecavalry.ca.  Failure to pick up your order or set a new time will prompt the three-week Abandoned Order Policy described below.  If you do not pick up two orders on time, we reserve the right to not allow pick up.

We allow ourselves 10 business days to prepare you order for shipping or pick up.  Once your order is prepared, you will receive an email from us (sometimes two) with pick up information.  We also post on our social media platforms (FaceBook and Instagram) on the Monday of pick up week and the Wednesday of pick up day; so there are many reminders.

We do have a 3-week Abandoned Order Policy, whereby your order will be considered abandoned and no refund will be given.  If you miss your pick up window at either market, we will send you another email reminder.  It is your responsibility to make alternate arrangements for pick up.  If you do not pick up your order within the 3 week period, or don't respond to the email to arrange alternate pick up arrangements, your order will be considered Abandoned.

Late Payment Fees

Over due balances will be subject to a late payment fee of 10% per week, which will be charged weekly until the owing balance is paid.  Customers will receive the invoice email and will receive another copy the day before the invoice is due.  On the day the invoice is due, the customer will receive a final email regarding making payment with the reminder of the late payment fee.  All future orders will be suspended/not filled until the balance is $0.00. 

Refund Policy

We have a 14-day return policy on certain items (non-food items), which means you have 14 days after receiving your item to request a return.  To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags (where applicable), and in its original packaging.  You’ll also need the receipt or proof of purchase.  Returns shipping is at the cost of the buyer, and refunds will only be issued once the item is received at our warehouse and is in new condition.

To start a return,  you can contact us at Colin@caninecavalry.ca or Carl@caninecavalry.ca. If your return is accepted, we will send you instructions on how and where to send your package.  Items sent back to us without first requesting a return will not be accepted.

Exceptions | Non-returnable Items

Certain types of items cannot be returned, like perishable goods (such as canine cookies, or specialty cookies, or supplements, or beverages), custom products (such as special orders or personalized order), and personal care goods (such as Canine Shampoo).  We also do not accept returns for hazardous materials, flammable liquids, or gases.  Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item  you have, and once the return is accepted, make a separate purchase for the new item.

Damages | Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.