CUSTOMER SERVICE

Here, we answer a lot of questions that are frequently asked.

Shipping

Free Shipping in Canada with purchases over $100

Nahak Sports is proud to offer customers within Canada free shipping on all orders over $100 (before taxes and after discounts).

Timeline For Shipping

Within Canada orders are shipped via the Expedited Parcel ™ Canada Post . Expected delivery within Quebec is 1 to 3 business days. Orders outside of Quebec can take up to 7 business days to be delivered. A confirmation email with tracking number will be sent to you when your order is shipped.

For international deliveries including orders from the United States, the delivery service used will vary depending on your location. Delivery times associated with international shipments can vary from 5 to 10 business days. Unfortunately, at Nahak Sports we cannot guarantee delivery times for international orders as subcontracting to local postal companies and customs processing times can increase the time it takes for your order to arrive.

Shipping Rates

Nahak Sports is proud to offer competitive shipping rates across Canada and the United States.
If you want to know the shipping cost associated with your order before you finalize it, simply access your shopping cart and enter your delivery address.

Timeline For Order Processing

Processing times vary on orders placed through our online store. The Nahak Sports team processes orders Monday through Thursday, between 9 am and 4 pm (EST). By way of example, if you place an order on Thursday night, it will be processed the following Monday.
Regular orders are processed in 1 to 3 business days. If, for any reason, the processing time will be longer than expected, someone from our team will contact you.
In the case of special orders (custom sizing or designs from the PIGMA collection), the processing times can vary from 5 to 10 business days as these products are made to measure.

Delivery Refusal, Unclaimed Packages or Delivery to the Wrong Address

If you refuse to take possession of your parcel upon delivery, or if your parcel is not claimed after a certain number of days waiting at the post office, or if you have provided an incorrect or incomplete delivery address, it will automatically be returned to Nahak Sports. Shipping costs for this return are automatically charged to us by Canada Post.
As such, apart from the refusal of a package because it has been damaged in transport or an error of address not caused by the customer, Nahak Sports will not assume responsibility for postal charges, customs duties and other taxes relating to the return of a package.
If we refuse the return of your items or if you have provided an incorrect shipping address and we need to re-ship your order, a $25.00 fee will be charged to cover the cost of return shipping if you reside in Canada. For customers from the United States, the cost is $40.00. For international orders, the return shipping cost is $70.00.
If your package is returned to us, we will contact you to begin the return process. If we have not heard from you after 10 business days, we will refund your order, less the shipping costs.

Tracking your order

Customs duties and import taxes may be charged by the country of destination. These additional costs are the responsibility of the buyer. Nahak Sports has no control over these fees and can not estimate the amount. For more information, please refer to the border services of the country of destination.

Delivery outside Canada

Customs duties and import taxes may be charged by the country of destination. These additional costs are the responsibility of the buyer. Nahak Sports has no control over these fees and can not estimate the amount. For more information, please refer to the border services of the country of destination.

Delivery in Canada

For deliveries within Canada, the sales taxes charged depends on the destination of the order, ie the province where the order is delivered

Returns

Cancelling An Order

If you wish to cancel an order, please contact our customer service as soon as possible at 418-415-1212 or by email at info@nahaksports.com. We will check the status of your order and if it is still in processing, we can cancel it.

Please note that with the exception of special orders (custom harnesses or PIGMA collection) we ship the majority of our orders in 24 to 48 hours. Unfortunately, if the order has already been shipped or the production of your special order has begun we are not able to cancel it.

30 days returns policy

With the exception of custom sizes or the PIGMA collection, Nahak Sports accepts returns within 30 days of receiving your order. We are unable to accept any returns of custom orders.

Return Policy

All products returned to Nahak Sports must be in perfect, unused condition. Items must be as clean as when they were shipped and cannot have any unusual odors or animal hair. Returned equipment must never have been washed. Please note that all products are carefully inspected when they are returned.

Nahak Sports reserves the right to refuse a return that does not meet these conditions. Any shipping costs are the responsibility of the buyer.

Refunds and Exchanges

To simplify the process and speed up the timeframe in which you will receive your new article /size/ colour, we do not process exchanges but offer refunds. So, if you prefer a different color or size, simply place a new order with the size or color of your choice and return us the unwanted product as soon as possible. By placing a second order it eliminates the need to wait for a product exchange ensuring the desired product is delivered to you as soon as possible.
Example:   You want to exchange a medium size dog harness because a large would be a better fit for your companion:

  • Return the medium harness (you will be refunded when the return process is completed)

Order the Large harness (it will be delivered to you according to the usual processing / delivery process)

Warranty

Nahak Sports Warranty

Nahak Sports products are rigorously tested before they are sold and are covered by a warranty against manufacturing defects. Any defective equipment that is found to be rooted in the manufacturing will be exchanged or repaired, depending on the type of damage, without the customer having to assume additional costs.

Before returning a product with a manufacturers defect, write to us at info@nahaksports.com providing us with all the following information:

  • copy of your purchase invoice
  • nature of the problem
  • context of use in which the breakage occurred
  • photo(s) of damage

When your request is analyzed, we will give you further instructions based on your individual case. Any product returned without your having previously contacted us will automatically be returned to you.

Please take note, our product guarantee does not cover damages related to the normal wear and tear of our equipment. Damage caused by a dog (ex: chewing), damage related to an incident (ex: blunt object that cuts/pierces one of our products) or damage related to improper use of our equipment is not covered by our warranty. Any modifications to our equipment void the Nahak Sports warranty.

Regardless of the nature of the damage do not hesitate to contact us. Even if it is not covered by our guarantee it would be our pleasure to help you find a solution to your problem. Dogs are not always delicate!