Once we receive your order, it can take up to 1-2 business days to get processed and be delivered to the post office for shipment.
All shipping is handled via Canada Post and USPS and we send all orders with as a tracked packet. If you have any special shipping instructions, please include them in the "order notes" or send us an email.
Shipping charges are for shipping only. You are responsible for any customs or duty charges levied by your country.
To keep shipping costs down and to avoid customs and duty fees Canadian orders will be shipped from our head office in Prince Edward Island, Canada.
Orders shipped to the United States may arrive in split packages. E-collars, e-collar accessories and place boards will be drop-shipped from the manufacturer in the USA but all other UPK9 store items will be sent from our head office in Prince Edward Island, Canada.
We do not accept any responsibility, nor will we issue any refunds for packages not claimed. If the tracking information indicates that a package was delivered or that a Postal Carrier attempted to deliver the package and/or left notification, it is the buyer's responsibility to follow up with the Post Office and collect their package before it is returned. If the package is returned to us unclaimed, the items may be refunded minus the shipping charges. Further, any additional shipping charges levied by the carrier for return costs will be deducted from the refund. If you would like to have the package signed for upon delivery please let us know.
IMPORTANT: We want you to receive your order as quickly and efficiently as possible. After an order has been shipped, it normally takes between 5 and 10 business days to arrive (depending upon the item and the destination). Once an item enters the shipping process, all inquiries regarding shipping will be directed to the responsible carrier (Canada Post, United States Postal Services).
Our ultimate goal is for you to be completely satisfied with our products. If you are unhappy, please let us know. We'll ALWAYS do our best to take care of our customers because they are the heart and soul of our brand. We handle all return requests on a case-by-case basis with the ultimate goal of making sure our customers are satisfied with their purchase.
While product exchanges are not available at this time, we will issue all refunds to the original form of payment on the order.
If you have any questions, please email [email protected] and we will be happy to help.