FAQs
Welcome to our Frequently Asked Questions (FAQ) page! Here you'll find answers to the most common questions about our products, orders, shipping, returns, and more. Our goal is to provide you with a simple and transparent shopping experience. If you can't find the information you're looking for, please don't hesitate to contact us – we'll be happy to help!
1. Orders and Delivery
What are the order processing times?
Orders are typically processed within 1-2 business days. However, please note that there is a manufacturing lead time of 8-10 business days. You will receive a confirmation email with a tracking number as soon as your order ships.
What are the delivery times?
Standard delivery typically takes 3-7 business days to Canada and 5-10 days to the United States.
Do you offer free shipping?
Yes, delivery is free for all orders of $100 or more in Canada.
Do you ship internationally?
Currently, we only ship to Canada and the United States.
Can I change or cancel my order after placing it?
Orders can be modified or canceled within 12 hours of purchase. After this time, the order is already being processed. Contact us promptly at info@amarokharnais.com
What happens if I place an order and the item later becomes discounted?
Unfortunately, we cannot apply discounts retroactively to orders already placed. We recommend subscribing to our newsletter to stay informed of upcoming promotions.
2. Returns and Exchanges
What is your return policy?
You can return or exchange an unused product within 30 days of receipt. Personalized items are not exchangeable or refundable. See our policy details page here .
How to initiate a return?
Email us at info@amarokharnais.com with your order number and the reason for the return.
Are there any fees for returns?
Return costs are the responsibility of the customer, except in the event of an error on our part or a defective product.
3. Warranty
Are your products guaranteed?
Yes! All our harnesses and leashes are guaranteed against manufacturing defects for 90 days after purchase. This warranty does not cover normal wear and tear or damage caused by misuse. You can view our warranty details here.
How to make a warranty claim?
Send photos of the product and a description of the problem to info@amarokharnais.com. We will contact you promptly to resolve the situation.
4. Place of Manufacture
Where are your products manufactured?
All our harnesses and accessories are made in Quebec using high-quality materials. We collaborate with local seamstresses and use sustainable components from North American suppliers whenever possible.
5. Where to find us?
Do you have a physical store?
We don't have a physical store, but our products are available in several partner stores across Quebec. View our point-of-sale map here.
6. Product Maintenance
How do I care for my harnesses and collars?
We recommend hand washing our harnesses and collars with warm water and mild soap. Allow them to air dry.
7. Choose the right size
How do I choose the right size harness for my dog?
Check out our size guide available on every product page as well as our size chart page. We recommend measuring your dog's chest and neck and comparing the measurements with our size chart. If you're between sizes, choose the larger one.
What if the harness is too big or too small?
If the harness does not fit, you can exchange it within 30 days of receipt, provided it is unused.
8. General Information
Who can I contact if I have questions?
You can contact us by email at info@amarokharnais.com or via our contact form here.
What is the waiting time for an email response?
We typically respond within 24 business hours.
What are your opening hours?
We are available Monday through Friday, 9am to 5pm (Eastern Time).