Frequently Asked Questions

How long does shipping take?

It can typically take anywhere between 6-10 business days to ship from our location in Canada to most places in the US using standard shipping. For shipments within Canada it usually takes 3-6 business days depending on your location. Since we are located in British Columbia, delivery to the West is quicker, deliveries to the East take a little longer. Generally speaking the postal options are faster than the courier options from our location.

Can you ship to a P.O. Box?

We can ship to P.O. Boxes through Canada Post, but UPS requires a full street address. If you place an order with a P.O. Box and select a UPS shipping method, we will need to change that method to one of the postal options. If this happens you will be refunded the difference in cost. Please include a phone number on all orders.

Do you ship internationally?

Yes, we ship our products all over the world. For UK and European customers we recommend ordering from our UK website: www.DogQuality.co.uk to ensure faster shipping and more affordable rates.

How much does shipping cost to the US?

The most affordable shipping method is by Small Packet USA Air which typically costs under $7 (can be higher on larger orders). Though you do not get a tracking number, generally, it will be delivered within 6-10 business days. We offer free shipping on orders above $100 within the US (and Canada) with the exception of Hawaii, Alaska, Guam and Puerto Rico. You will see the shipping options and prices when you check out.

What is your return policy?

If you are not completely satisfied with your order, we will gladly accept your return and provide a refund. You may return unused merchandise within 30 days of the receipt of your purchase for a full refund of the purchase price, minus shipping. We do not charge any handling or restocking fees. Exchanges can be made for in-stock merchandise. Please note that return shipping costs, especially on large items, may be more expensive than what you originally paid because we subsidize a percentage of the shipping costs on orders, but cannot do so for returns. We encourage you to email us before returning an item since often times issues can be resolved through some helpful tips.

What is your mailing address?

Our mailing address is Dog Quality, 530 Horse Lake Road, Unit 10, 100 Mile House, British Columbia, V0K2E1.

I live in the United States and tried to place an order but my card was rejected, why would that happen?

Our company is in Canada, likely your card has a block on purchasing outside of your country. A quick call to your credit card company to let them know you would like to make this purchase should resolve this issue.

I am trying to order a product, but I am unable to add it to my shopping cart. What am I doing wrong?

More than likely you are trying to order an item that is temporarily out of stock. If this is the case, you will see an Out of Stock message appear on the page. Often times the same item also comes in a different colour so you can always try ordering that colour.

Why do I need to give the 3 digit security code on the back of my card?

We require the security code for your protection and the Company's protection. It ensures that you have the actual card in hand. Most credit card fraud happens when the perpetrator does not have your card, only your number and expiry date. If you place an order with an incorrect security number it will be flagged as fraud in our system and your order will be subject to additional verification. Your order will not ship until verification has been established.

Can I place an order over the phone?

If you prefer to place an order over the phone or if you have questions you would like to speak to one of our Customer Service Reps about, please give us a call at 1-866-297-5979.

If you are Canadian why are your prices in USD?

We charge in USD because the bulk of our supplies and operational costs are billed to us in US dollars and 90% of our customers are from the US. We do offer free shipping on orders over $100. If you prefer to order in Canadian dollars we also sell through Amazon.ca

We accept these payment methods:

Mastercard Paypal Visa