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Shipping & Return Policy
Return Policy
At Pebbles Pure Bites, our commitment to you and your furry friend's satisfaction is paramount. We understand that sometimes things don't go as planned, and we're here to help. Below is our return policy to ensure a seamless experience:
Damaged or Incorrect Items: If you receive a damaged product or an item that you did not order, please contact us within 14 days of receiving the item. We will gladly send a replacement at no additional cost to you. Please provide photos of the damaged or incorrect item for our records.
Change of Mind: Due to the nature of our products being consumable and for the safety of all our customers, we cannot accept returns if you change your mind after purchase. We encourage you to read product descriptions and ask any questions before placing an order.
Return Process: Should you need to return a product, please reach out to our customer service team via email. We'll provide you with instructions and address details. Note that return shipping fees are the responsibility of the customer unless the product is damaged or incorrect.
Refunds: Once we receive the returned item and verify its condition, we'll process the refund to your original payment method within 5-7 business days.
Feedback: We value your feedback. If you have suggestions or concerns about our products, please don't hesitate to share. Your input helps us continually improve.
By making a purchase with Pebbles Pure Bites, you agree to this return policy. We appreciate your understanding and trust in our products. Our main goal is to provide you with high-quality, affordable products that both you and your pets will love.
Thank you for choosing Pebbles Pure Bites!
Shipping Policy
Pebbles Pure Bites, where the health and happiness of your pups are our top priorities. We ensure every order is delivered with care, speed, and environmental consciousness.
Local Delivery: We are delighted to offer free local delivery within the Comox Valley, honoring our commitment to our community. To ensure clarity on delivery boundaries, please refer to the delivery area map available on our website. This service is available for orders placed before noon, with the possibility of same-day delivery, although availability can change due to unforeseen circumstances.
Shipping Providers and Options: Our shipping is handled through Canada Post and Sendle Delivery. You have the choice of standard or expedited shipping, with rates determined by the weight of your package.
Handling Time: We pride ourselves on efficiency, with a handling time of 24 to 48 hours after your order is placed.
Domestic Shipping: Currently, we only ship within Canada. Depending on your location, shipping can range from next-day to up to six business days.
Shipping Rates and Promotions: Our shipping rates are weight-based, but keep an eye out for our upcoming promotions, especially around the holidays! We are considering introducing a free shipping threshold and will inform our customers once we decide.
Sustainable Packaging: We use recyclable materials for all our shipping and product packaging, staying true to our commitment to the environment.
Tracking and Lost Items: All orders are shipped with tracking. If an item goes astray, contact us, and we'll handle it on a case-by-case basis, ensuring your satisfaction.
Damaged Items: For damaged items, Canada Post provides coverage up to $100, with conditions applied. Sendle covers the loss of parcels up to CAD$100, excluding taxes, with specific terms for making a claim.
Claims Process: If you encounter issues with your order, please reach out to us at MelissaSurina@pebblespurebites.com. We guarantee a response within 24 hours to resolve your concerns promptly and ensure you and your pet are satisfied with the resolution.
Our Commitment: We understand the joy your pets bring into your life, and we strive to add to that joy with our service. Our shipping policy is crafted to reflect this commitment, ensuring every order from Pebbles Pure Bites is a step towards happiness for you and your furry friend.