Kelowna & West Kelowna
:pushpin: Kelowna & West Kelowna

SHIPPING & RETURNS

Shipping

We work with suppliers around the world to source high quality products. Our suppliers typically ship items within one to five days of receiving an order. From that point, it takes 14 to 30 days for items to arrive at your doorstep. As soon as your product ships, you’ll receive a tracking number that will let you keep tabs of where your order is at all times.

Each product at ON LEASH has an estimated delivery time that you can find in the product description. 

Returns

We have a 30-day return policy, which means you have 30 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 or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at contactus@onleash.ca. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the situation and make it right. If there’s an issue with your order (wrong size, wrong colour, defective, or otherwise not exactly what you wanted) then simply notify us with a picture of the product you received and we’ll give you a refund. You won’t be asked to ship the product back to us. Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). 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.

Unfortunately, we cannot accept returns on sale items or gift cards.

You can always contact us for any return question at contactus@onleash.ca.

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